Adjust Phones Pro call recording settings

Overview

You can manage your call recordings through Dialpad. You can set up individual custom greetings to let your callers know their calls may be recorded. You can also create an exception list so that calls from specific area codes will not be recorded. This enables you to manage your call recording consent policy.

Things to know

• Laws regarding call recording vary throughout the US and Canada. If there are questions regarding the laws within the jurisdictions they operate, an attorney should be consulted.

• Any call with a recording in ServiceTitan is also recorded in Dialpad. However, not all calls recorded in Dialpad are recorded in ServiceTitan.

• Recordings are only available to the call center's administrators. Call recordings are located in your Call history or in the Recordings tab in the Dialpad app.

• For calls to be recorded in ServiceTitan, call recording needs to be enabled both at the office level and on the Ai Contact Center/Department.

• Your account settings don't determine if calls are recorded as office rules and settings have priority. The calls made to your Direct Dial number can still show the notification that the call is being recorded. The call can be recorded in Dialpad even though it isn't recorded in ServiceTitan.

Inbound calls

• Inbound calls must go through a tracking number to be recorded and logged in ServiceTitan.

• The recording does not start until the employee doesn't answer the call. If there is a hold queue, greeting, or any other type of message before that happens, a signal won't be audible on the recording.        

  Note: Recording doesn't occur for the time spent on hold, listening to greetings, or navigating through Automated Response Menus.

• The system plays the call recording greeting for every new connection where automatic call recording is enabled. However, if the Play call recording greeting only at the start of the first agent connection setting is enabled at the office level, the greeting will play only once at the beginning of the initial connection. For more, see Set up call recording settings in DialPad.

Outbound calls

• To record the call in ServiceTitan, ensure that your outbound caller ID is set to one of the shared numbers. The outbound caller ID is usually the primary number in the Main Line. For more, see Configure Caller ID in ServiceTitan.        

  Note: The advertised numbers for customer calls are called shared lines because several people can answer those calls.

• You must use the Click-to-Call function for outbound calls to be recorded. Direct calls from your personal line won't appear or be recorded in ServiceTitan.

• Outbound calls include a recording announcement. To disable this, go to Dialpad > Admin Settings > Office Settings > Office-wide settings and turn off the toggle labeled For personal calls, play an announcement when toggling recording or adding participants to a recorded call. For more, see Set up call recording settings in DialPad.

Paused recordings

• Ensure that you pause recordings in ServiceTitan. The integration between ServiceTitan and Dialpad enables the automatic pausing of recordings in Dialpad when a call is paused in ServiceTitan.

• Avoid pausing recordings in Dialpad, as the system may unintentionally continue recording.

• The system pauses the call on the payment screen to prevent the recording of credit card details.

Note: Automatic pausing cannot be disabled, as ServiceTitan is legally restricted from storing recordings containing sensitive financial information.

Set up call recording settings

Office wide settings

1. In Dialpad, go to Admin Settings > Office > Office Settings.

2. In the Office-wide settings section, select Enable Automatic Call Recordings.        

   1. Automatically Record All Calls (Exception List)                

      1. Select Automatically record all calls in the office, except for those users you exclude below.

      2. Click +Add user to add an office employee's name to the exception list.

   2. Automatically Record Calls for Specific Users (Inclusion List)                

      1. Select Automatically record calls for specific users.

      2. Click +Add user to add an office employee's name to the inclusion list. 

3. Manage additional recording configurations:        

   1. Allow users to access their own automatic call recordings

   2. Allow team members to record their personal calls                

      1. For personal calls, play an announcement when toggling recording or adding participants to a recorded call

      2. Allow admins to access personal user call recordings

   3. Allow team members to transfer calls outside of the company

   4. Allow non-admins to delete personal contacts, personal calls, recordings, voicemails, transcripts, and other call related data

   5. Allow users to request remote screen control during calls

   6. Play call recording greeting only at the start of the first agent connection

   7. Call recording greeting will only play for the initial call if the call is transferred to another group line where call recording is enabled

   8. Download all call recordings

Local settings

To set up call recordings for contact centers:

1. In Dialpad, go to Admin Settings > Ai Contact Centers.

2. Select the contact center you want to edit and click Advanced Settings.

3. Under Automatic Call Recording and Transcription, select which calls are automatically recorded.

4. Select the box to record Inbound Calls and then select your inbound call options:         

   1. Record all: Records all calls.

   2. Record all except those on the exception list: Records all calls except calls received from area codes added to your exception list. See Edit exception list for details.                

      Note: This option also applies to transcriptions if Ai is turned on for this call center. This does not apply if you manually turn Ai on during a call.

   3. Also record Agent's screen(s): Automatically turns on Agent Screen Capture for the agent taking the call.

5. Set up your inbound Call recording greeting to let callers know that the call may or will be recorded before your Agent answers the call.        

   1. Select Record Greeting to record a custom greeting.

   2. Select Upload greeting to upload a prerecorded .mp3 custom greeting.                

      Note: Dialpad also offers 5 generic greetings. Select these from the dropdown menu to use. You can also select No message to not play a custom greeting before the agent answers the call.

6. Select Outbound Calls and then select your outbound call options:         

   1. Record all: Records all calls.

   2. Record all except those on the exception list: Records all calls except calls received from area codes added to your exception list. See Edit exception list for details.                

      Note: This option also applies to transcriptions if Ai is turned on for this call center. This does not apply if you manually turn Ai on during a call.

   3. Also record Agent's screen(s): Automatically turns on Agent Screen Capture for the agent taking the call.

7. Set up your outbound Call recording greeting to let callers know that the call may or will be recorded before your Agent answers the call.        

   1. Select Record Greeting to record a custom greeting.

   2. Select Upload greeting to upload a prerecorded .mp3 custom greeting.                

      Note: Dialpad also offers 5 generic greetings. Select these from the dropdown menu to use. You can also select No message to not play a custom greeting before the agent answers the call.

8. Click the box if you want to Pause Recordings. This allows agents to stop and restart a recording during a call. When an agent stops and restarts a recording, the corresponding company level recording (if enabled) also stops and restarts for the call.

To set up call recordings for departments:

1. In Dialpad, go to Admin Settings > Departments.

2. Select the department you want to edit and click Advanced Settings.

3. Under the Automatic Call Recording section, select Automatically record all calls to this department.

4. Set up your outbound Call recording greeting to let callers know that the call may or will be recorded before your agent answers the call.        

   1. Select Record Greeting to record a custom greeting.

   2. Select Upload greeting to upload a prerecorded .mp3 custom greeting.

Note: Departments have limited control over recordings. You can choose to record all calls or none. There's no option to record only inbound or outbound calls.

Edit exception list

You can use an exception list to ensure that all calls are recorded except those you specify on an exception list. Laws regarding call recording vary throughout the US and Canada.

1. When setting up call recording settings, click Edit exception list. 

2. In the Exception List flyout that opens, enter area codes you want excluded from call recording. Separate them by commas.        

   Note: Area codes must be entered in international format. For example, +1415, +1212 for calls from the US.

3. Select one of the following recording options:        

   1. Do not record calls that match the above list: This option does not record any of the calls from area codes on the list.

   2. Only record agent side of calls that match the above list: This option only records the agent side of the calls from area codes on the list.

4. When you're finished, click Save Changes.

Want to learn more?

• See Phones Pro