Adjust Phones Pro call recording settingsLast updated on 10/04/2022
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. Laws regarding call recording vary significantly throughout the US and Canada. As with all legal matters, be sure to consult an attorney regarding the most appropriate way to establish call recording consent within your business.
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.
Set up call recording settings
Go to the navigation bar and click Phones Pro
to open the embedded dialer.
Note: If you don’t have the embedded dialer enabled, sign in to your Dialpad account and skip to step four.In the Phones Pro embedded dialer, click the Wrench icon.
Phone Preferences opens.
Click View Dialpad Settings.
Your Dialpad profile opens in a new tab.
In Dialpad, go to Admin Settings > Call Centers.
In the Advanced Settings section, under Automatic Call Recording and Transcription, choose which calls are automatically recorded. Note: 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.
Select the box to record Inbound Calls, and then select your inbound call options:
Record all—Records all calls.
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.
Also record Agent’s screen(s)—Automatically turns on Agent Screen Capture for the agent taking the call.
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.
Select Record Greeting to record a custom greeting.
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.
Select the box to record Outbound Calls, and then select your outbound call options:
Record all—Records all calls.
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.
Also record Agent’s screen(s)—Automatically turns on Agent Screen Capture for the agent taking the call.
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.
Select Record Greeting to record a custom greeting.
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.
Select 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 open the embedded dialer.
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.
When setting up call recording settings, click Edit exception list.
The Exception List flyout opens.
Enter area codes you want excluded from call recording separated by commas. Note: Area codes must be entered in international format. For example, +1415, +1212 for calls from the US
Select one of the following recording options:
Do not record calls that match the above list—This option does not record any of the calls from area codes on the list.
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.
When you’re finished, click Save Changes.
Want to learn more?
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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.