Set up your default recording preferences in Contact Center Pro

Overview

Contact Center Pro offers full customization for your call recording settings, allowing you to configure preferences for queues, individual employees, and call transfers. Additionally, it provides the flexibility to create exception lists, ensuring certain calls are not recorded when necessary.

Note: 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

• Call recordings are automatically paused when customer service representatives (CSRs) open the Charge Credit Card screen from Payment Collections in ServiceTitan to prevent the recording of sensitive customer information within the system.        

  Caution: ServiceTitan cannot auto-pause recordings for calls without a linked tenant account, including calls made directly to an employee and outbound calls made through the keypad.

• Virtual Agent calls are always recorded in Contact Center Pro, even if the numbers are listed in the Exclusion List. All calls are recorded when forwarded to an external number.

• After you customize any of your queue or user recording settings, they are considered custom, and the default settings no longer apply. Custom settings override default settings, even if the default settings are later modified.

• When the Prompt employees to announce recording status option is selected, a tooltip appears when agents hover over the record button, warning that a recording announcement may be required.

Contact Center Pro Recording Defaults overview

1. Navigate to Contact Center Pro and click Settings .

2. In the Settings section, go to the Recording Defaults tab. 

3. The Recording Defaults screen provides four options for configuration.        

   • Global Defaults

   • Queue Defaults

   • Individual Defaults

   • Exclusion List

Set up Global Recording Defaults

Global recording defaults serve as an overarching account preference that can change how the system handles lower-level custom settings.

The Global Recording Defaults screen reflects the following configuration options.

On Call Answered

This setting records only after an employee or agent answers the call. It allows you to use granular Queue and Individual defaults.

1. Select On Call Answered.

2. In the Transfer Recording Defaults section, click Edit for Transfer to a Queue or Transfer to an Employee.

3. Select a transfer behavior:        

   • Continue to follow call's original recording status after transfer: Maintains the recording state (on or off) from the start of the call.

   • Change to recording settings of the transfer destination: Switches recording behavior to match the destination's specific settings upon transfer.

4. Click Confirm to save the transfer setting.

5. Review the Forward Recording Settings section. All calls forwarded to external numbers will be recorded.

6. When finished, configure your Queue and Individual default recording settings. 

On Call Connected

This setting records the call from the moment it connects to your system. Selecting this option hides and ignores custom Queue and Individual defaults. Only the Exclusion List settings are applied.

1. Select On Call Connected.

2. On the pop-up that opens, click Switch to On Call Connected. 

3. In the Call Recording Defaults section that appears, click Edit .

4. Select a recording behavior:        

   • Always Record: Recording begins as soon as the call connects and the agent cannot turn it off manually.

   • Automatically Record: Recording begins as soon as the call connects, but the agent can turn it off manually.

5. Click Confirm to save the changes.

Set up Queue Recording Defaults

Queue Defaults determine whether inbound calls to a queue should be recorded in the system.

Note: These settings are only available and active when Global Defaults are set to On Call Answered.

The Queue Recording Defaults screen reflects the following configuration options:

• Inbound Call Recording Defaults        

  • Call Recording Default

  • Call Recording Announcement

• Queues with Custom Settings 

Note: If a queue call is redirected to another queue, the default settings of the queue that answers the call are applied.

Inbound Call Recording Defaults

Inbound Call Recording Defaults control if the call recording starts automatically when the agent answers and whether the employee can enable or disable recording during the call. It also controls if the customers or external parties are informed of the recording status.

Call Recording Default

1. In the Call Recording Default section, click Edit to modify the call recording defaults for queues.

2. Select from the available options:        

   1. Always Record: Recording starts automatically when the call connects, and the agent cannot turn it off.

   2. Automatically Record: Recording starts automatically when the call connects, but the agent has the option to turn it off.

   3. Manually Record: Recording does not start automatically; the agent can manually start and stop it as needed.

   4. Never Record: Recording is completely disabled, and the agent cannot enable it manually.

3. When finished, click Confirm to save your changes. 

Call Recording Announcement

1. In the Call Recording Announcement section, click Edit to modify the call recording announcement default settings for queues.

2. Select from the available options:        

   • Prompt employees to announce recording status: The system does not announce recording, but prompts the agent to inform the caller. When an agent hovers over the record button, a tooltip warns that a recording announcement may be legally required.

   • Never announce recording status: The system does not announce recording or prompt the agent to mention it.

3. When finished, click Confirm to save your changes. 

Note: Any updates to the default settings automatically apply to all default queues.

Queues with Custom Settings

The Queue Recording Defaults screen also shows queues that override default rules. This can be set up during queue configuration.

Note: After you customize queue recording settings, they override defaults, even if defaults are later modified. Click Reset to Default to apply standard recording and announcement settings.

Set up Individual Recording Defaults

These settings apply to all calls to or from an employee's direct line in Contact Center Pro.

Note: These settings do not apply to inbound calls through ServiceTitan's click-to-call feature.

Note: These settings are only available and active when Global Defaults are set to On Call Answered.

The Individual Recording Defaults screen reflects the following configuration options:

• Inbound Call Recording Defaults        

  • Call Recording Default

  • Call Recording Announcement

• Outbound Call Recording Defaults        

  • Call Recording Default

  • Call Recording Announcement

• Employees with Custom Settings 

Inbound/Outbound Call Recording Defaults

• Inbound Call Recording Defaults: Controls if the recording starts automatically when the agent answers, if the employee can turn it on or off, and if customers are notified.

• Outbound Call Recording Defaults: Controls if the recording starts automatically for outbound calls through Contact Center Pro, if the employee can turn it on or off, and if customers are notified.

Call Recording Default

1. In the Call Recording Default section, click Edit to modify the call recording defaults for users.

2. Select from the available options:        

   • Always Record: Recording starts automatically when the call connects, and the agent cannot turn it off.

   • Automatically Record: Recording starts automatically when the call connects, but the agent has the option to turn it off.

   • Manually Record: Recording does not start automatically; the agent can manually start and stop it as needed.

   • Never Record: Recording is completely disabled, and the agent cannot enable it manually.

3. When finished, click Confirm to save your changes. 

Caution: ServiceTitan cannot auto-pause recordings for calls without a linked tenant account, including direct employee calls and outbound calls made through the keypad. For these types of calls, you'll need to pause the recordings manually when getting sensitive information from your customer.

Call Recording Announcement

1. In the Call Recording Announcement section, click Edit to modify the call recording announcement default settings for user calls.

2. Select from the available options:        

   • Prompt employees to announce recording status: The system does not announce recording, but prompts the agent to inform the caller. When an agent hovers over the record button, a tooltip warns that a recording announcement may be legally required.

   • Never announce recording status: The system does not announce recording or prompt the agent to mention it.                

     Note: This is only for additional announcements and doesn't affect the recording announcement in the workflows.

3. When finished, click Confirm to save your changes. 

Note: Any updates to the default settings will automatically apply to all employee profiles that use the default settings.

Employees with Custom Settings

The Individual Recording Defaults screen also shows employee settings that override default rules. This can be set up during employee profile configuration.

Note: After you customize employee recording settings in User Management, they override defaults, even if defaults are later modified. Click Reset to Default to apply standard recording and announcement settings.

Manage your Exclusion List

An Exclusion List allows you to exclude specific numbers or area codes from call recording. You can add numbers manually or upload them in bulk using a CSV or .xlsx file.

Add Number

1. In the Exclusion List section, click Add Number to add a new exclusion. 

2. In the Add Number pop-up that opens, enter a specific number or a whole area code.

3. Click Add Number. 

The newly added numbers and area codes will appear in the table, with an asterisk indicating area codes.

Note: If you add an employee's Direct Line number to the Exclusion List and the employee receives a queue call, the call is still recorded because it is not considered a personal call.

Bulk Upload Numbers

1. To bulk update the exclusion list, create a CSV/XLSX file or click Download Exclusion List to export the current list at the bottom of the page. 

   Note: The downloaded file contains all existing numbers. If none are added, you'll get a blank template.

2. Edit the file to add the numbers and area codes you want to exclude from recording.

3. Click Bulk Upload Numbers.

4. In the Bulk upload numbers pop-up that opens, click Upload File.

5. Select your newly edited file to open, and then click Bulk Upload. 

6. Choose if you want to add the changes to the existing phone numbers and area codes or replace them entirely, and then click Continue. 

Remove a number or an area code from the Exclusion List

1. To remove a number or an area code, simply hover over it and click Delete .

2. In the confirmation pop-up that opens, confirm your action.

Note: 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.

Caution: Virtual Agent calls are always recorded in Contact Center Pro, even if the numbers are listed in the Exclusion List.

Want to learn more?

• See Contact Center Pro

• See Disable SIP ALG to improve ServiceTitan call quality

• See Best practices for optimal VoIP experience and reliability

• See Set call routing rules in Contact Center Pro