Call Recording

Who should read this article: Administrators

Voiso automatically records all voice interactions and stores the recordings in the Call Detail Record (CDR) according to your call retention policy.

Accessing recordings

Voiso automatically records all voice interactions and stores the recordings in the Call Detail Record (CDR) for your contact center. You can listen to a call recording by searching for a specific call and then selecting it. Refer to Using the CDR.

To access call recordings, Disable recordings download must be unselected for the user's account.

Deleting recordings

Some local or regional regulations, such as PCI, DSS, GDPR, CCPA, and so on, require the periodic deletion of call recordings. Use the Delete recordings feature to remove call recordings from your contact center CDR database.

Pausing recordings

To be compliant with privacy regulations, agent accounts can be configured to allow the agent to pause call recording while handling an interaction. Select Enable selective recording to enable a user to manually pause and restart recording while on a call using the Rec button in the Agent Panel.

Replicating call recordings to Amazon S3

If you use Amazon Simple Storage Service (S3), you can replicate your Voiso call recordings and transcripts for storage and client-side processing. Refer to the Voiso developer documentation for details about using Call Redordings Replication to S3.