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Office@Hand: [ADMIN] Enabling the Call Recording feature on your account
Article #2590

How to enable Call Recording on my Office@Hand account?

Call Recording is a feature on your Office@Hand account which enables you to record incoming and outgoing calls automatically. You can also playback the recordings, download the recorded call logs for sales and support training, compliance and etc. This article will guide you on how to set up and use this feature, follow the steps below:

How to Access Call Recording

  1. Log in as an Administrator to your Office@Hand online account.
  2. Go to Phone System > Auto Receptionist.

    Go to Phone System > Auto Receptionist.

  3. On the General Settings tab, click Call Recording.

    On the General Settings tab, click Call Recording.

Office@Hand Users have 2 options for recording calls.

On-Demand Call Recording
Enabling or Disabling On-Demand Call Recording on your Account (Administrators)
Initiating an On-Demand Call Recording (Users and Administrators)
Office@Hand: [ADMIN] Customizing the Call Recording Announcement on your account

Automatic Call Recording
Enabling or Disabling the Automatic Call Recording on your Account (Administrators)
Office@Hand: [ADMIN] Customizing the Call Recording Announcement on your account

If you want to view, listen, or download your On-Demand and/or Automatic Call Recordings, go to Checking the Call Recordings on your Office@Hand online account.

Enabling or Disabling On-Demand Call Recording on your Account

On-Demand Call Recording enables users to record calls at any time by pressing star 9 (*9) on a phone dial pad. This feature is enabled by default.

Account Administrators can enable or disable this feature by following the steps below:

  1. Enable the On-Demand Call Recording feature by clicking the button.

    Enable the On-Demand Call Recording feature by clicking the button.

    Enabled:  enabled
    Disabled:  disabled

  2. You may use the default Announcement on Start and Announcement on Stop or you may click Edit to customize. For more information go to Office@Hand: [ADMIN] Customizing the Call Recording Announcement on your account.

    You may use the default Announcement on Start and Announcement on Stop or you may click Edit to customize.

    Default Announcement on Start ­ “This call is being recorded. If you do not wish to be recorded, please disconnect at this time.”
    Default Announcement on Stop ­ “This call has been recorded.”

  3. Click the Save button Save button.

    IMPORTANT: Certain laws require that your caller hear a call-recording notification before and after a call is recorded. As an Administrator, you need to make sure your company’s call recording procedures comply with all applicable laws and regulations. Office@Hand is not responsible for your company’s compliance.

How to Initiate an On-Demand Call Recording

The On-Demand Call Recording feature allows Users to manually record phone calls anytime using an IP Phone provisioned with Office@Hand, Forwarding Number, Office@Hand Desktop App or Office@Hand Mobile App.

Both Administrators and Users can manually record calls using their IP Phones or Forwarding Numbers by following the steps below:

  1. In an active call, press *9 (star 9) to start recording your conversation.
    Note: You can tap the Record button using the Office@Hand Mobile App.
  2. To stop and save the recording, you can press *9 (star 9) again.
    Note: You can tap the Record button again using the Office@Hand Mobile App to stop and save the recording.
    IMPORTANT: Your callers will hear a call-recording notification before and after the call is recorded.

How to Enable or Disable Call Recording on your Office@Hand Account

Automatic Call Recording is a feature which enables Office@Hand to automatically record all incoming or outgoing calls. This feature is disabled by default. 

You can view your call recordings in your Call Log.                   

Administrators can enable this feature by following the steps below:

  1. The Automatic Call Recording feature is disabled by default. Enable the On-­Demand Call Recording feature by clicking the button.

    Automatic call recording feature

  2. When you enable Automatic Call Recording you will see a notification on the details of call recording. Read the information and click Yes to accept and proceed.

    Read the information and click Yes to accept and proceed.

    IMPORTANT: Certain laws require that your callers hear a call ­recording notification before and after a call is recorded. As an administrator, you need to make sure your company’s call recording procedures comply with all applicable laws and regulations. Office@Hand is not responsible for your company’s compliance.

  3. You may configure the following settings for Automatic Call Recording.

    You may configure the following settings for Automatic Call Recording.

    Play periodic tones for outbound calls ­- Enabled by default, check to enable and uncheck to disable the injection of a short tone on the call to remind parties that the call is being recorded.    

    Play Call Recording Announcement for Outbound Calls ­– Check to enable playing call recording announcement to party answering the outbound call

    Allow mute in auto call recording -­ Check to allow users to mute sections of the call recording so that sensitive information is not captured. Press *9 to mute the recording and *9 again to continue recording.

    Call Recording Announcement ­- Click Edit to customize the default announcement: “This call is being recorded. If you do not wish to be recorded, please disconnect at this time.” Click Done to save your changes. For more information go to Office@Hand: [ADMIN] Customizing the Call Recording Announcement on your account.

    Call Recording Announcement.

    Extensions to Record -­ Click Edit to configure which Users’ and Groups’ calls will be automatically recorded. The list of Users are shown by default while Groups are sorted into different tabs: Call Queues, Shared Lines, Paging Only. Click Save to save your changes. 

    Extensions to record

  4. Tap Save.

See Also:
Office@Hand Automatic Call Recording Frequently Asked Questions
Checking the Call Recordings on your Office@Hand online account

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