Call Recordings are a great tool for training, quality assurance or legal purposes. Whatever your need, this guide will show you how to enable and access call recordings in the PowerDialer.
Required First Steps
Before we get started, I want to take a moment to make sure you have everything you need to get started. In order to utilize call recordings, your organization must first have:
- At least one Recording & Monitoring license (usually assigned to the Access User)
- The appropriate PowerDialer for Salesforce licenses assigned to each rep. In order to dial, leave a message and record calls simultaneously, reps must have a FlexPort and RecordingPort licenses assigned to them. PowerDialer admins should add these licenses when onboarding a new rep.
Configuration settings for call recordings appear in two locations: Global Settings for the entire organization and Agent Specific Settings.
To access these settings:
- Click on the InsideSales tab
- Under Call Monitoring & Recording, click on Manage Call Recording Settings
When you click on the 'Manage Call Recording Settings' link, you will be redirected to a new tab. This is where call recordings can be enabled or disabled. To give you more control over call recordings, exceptions can be configured here as well.
Enable or Disable Call Recordings Completely
On the far, right-hand side of the screen, you can toggle the green slider to enable or disable all call recordings for your entire organization. The default is that they are enabled.
Record only the Agent Leg of Calls
Check this box to record only your agents when they make calls. In some states, regions, or countries, recording a prospect without their permission is prohibited. Many companies enable this setting to prevent any accidental recordings.
Click this button to configure exceptions for specific area and country codes. You can choose to record only your agent or completely disable the call recording depending on which phone number is called.
- Click on the Manage Exceptions button
- Select North American Numbering Plan (+1) OR All Other Country Codes
- Select No Additional Restrictions, Record Agent Only OR Do Not Record
No Additional Restrictions Selecting this option will not add additional restrictions to your call recording settings.
If you have selected the North American Numbering Plan (+1), you will be able to manually add specific area codes to either the Record Agent Only In These Area Codes or Do Not Record In These Area Codes lists. An area code that is added to both lists will default to the Do Not Record In These Area Codes list. Leaving the lists blank will not add any restrictions to your call recording settings.
Record Agent Only Selecting this option will only record your agents during their phone calls.
Do Not Record Selecting this option will not record your agents or their prospects during their phone calls.
Restricted area and country codes will appear in the Record Agent Only and Do Not Record sections of this page. If area and country codes are present, you can add and remove numbers by clicking on the numbers directly.
Delete call recordings older than
Adding a number into this box will specify the number of days to wait before the PowerDialer automatically deletes a call recording. For example, changing the box’s value to 90 will schedule the deletion of calls that are 3 months or older.
This will occur each night at midnight Mountain time. Once a call has been deleted, we cannot recover it.
Leaving this box blank will save all call recordings.
If you are using off-site storage, this setting is not applicable or accessible to you.
Apply Settings to Monitoring
When this box is checked, the configuration you have set will be applied to monitoring agents using the Call Monitoring window. For example, if a call cannot be recorded due to an area code restriction, managers and agents will not be able to monitor that call as well.
Agent Specific Settings
Call recordings must be enabled on a per user basis. While you are in the user settings you can also specify a minimum record time. To access these settings:
- Click on the InsideSales tab
- Under User Management, click on Manage Users
- Find the agent whose call recording settings you would like to configure
- Click the Edit link located on the left-hand side of the row
- Set Call Recordings to Enabled or Disabled
- Set a Minimum Record Time (explained below)
- Click Save to update settings for this user
Minimum Record Time
Set a time in this box to record calls only if it is longer than the duration you’ve specified. (0 seconds is the default time, and this setting records calls as soon as a connection is made.)
For example, by adjusting this value to 10, you can focus your efforts on calls that are longer than 10 seconds. This would effectively filter out any misdials or other calls that do not substantially contribute to your review of call recordings. Setting this to 30 seconds would zero in further on actual selling conversations.
Evaluate your use case, and what you are attempting to measure and reward when specifying this setting.
After you have made changes, always remember to click the Save button to see your changes in action.
If you are making changes to user profiles in the middle of the day, you should click the Sync link next to an agent’s name in Manage Users for the changes to take hold. Otherwise they will be updated in the middle of the night. If your changes are still not taking affect, you will want to have the rep clear their workstation’s cache and cookies.
Accessing Call Recordings
Now that you have configured call recording settings for your organization, you will be able to access call recordings generated from your agents’ phone calls. There are three main ways to do this: on a Salesforce Activity Record, in a Salesforce Report, or from the Call Recordings Link in the InsideSales tab.
Salesforce Activity Record
- Navigate to the Lead or Contact within Salesforce
- Under Activity History, find the corresponding Task
- Find the field called Call Recording and click on the link
- A new tab will open, and you will see a new download appear (usually at the bottom of your screen)
If call recording encryption is enabled for your organization, you will be able to listen to the call on this new tab, but you will not be able to download the file.
If you cannot find the Call Recording field on the Task page, then your Salesforce administrator may need to update the Task Page Layout located in the Salesforce Setup. When PowerDialer is installed, a Call Recording field is added to Activity Custom Fields automatically.
When you installed PowerDialer, we included some reports to make your life easier. In order to access the built-in report, navigate to the Reports tab > Sales Acceleration Reports folder > and Call Recordings by Rep. You may also build your own custom report to access those call recording links.
For more information about this report, check out this article.
Call Recordings Link
- Click on the InsideSales tab
- Under Call Monitoring & Recording, click on Call Recordings
- Open folder with target call type (usually calls are categorized as inbound or outbound)
- Open folder with target date
- Open folder with target agent
- Select target call recording
- Click the Download button
- You will see a new download appear (usually at the bottom of your screen)
If call recording encryption is enabled for your organization, a new tab will open where you will be able to listen to the call, but you will not be able to download the file.
You may be wondering where all this information is being saved. With no additional setup required, InsideSales will save your call recordings for you. If you would like more information on storage settings, options, and possible fees, please click the link below: