AT&T Office@Hand

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Automatic Call Recording – Frequently Asked Questions | AT&T Office@Hand
Article #4018

Automatic Call Recording – Frequently Asked Questions

  1. What is Automatic Call Recording (ACR)?
  2. Is the Automatic Call Recording feature available for all types of accounts?
  3. Is there an additional fee for the Automatic Call Recording feature?
  4. How do I set up the Automatic Call Recording feature?
  5. What are the featured benefits of Automatic Call Recording?
  6. Is there a limitation on the number of recordings?
  7. Does this feature work on mobile phones?
  8. What is the difference between on-demand and automatic recordings?
  9. Can I enable automatic recordings for departments?
  10. Does automatic call recording work when I call other extensions?
  11. Why do I always receive an email stating that the Automatic Call Recording is turned on?
  12. What is “allow mute in auto call recording”?
  13. How do I mute an automatic call recording?
  14. Is the Allow mute in auto call recording feature available on Ringout calls?
  15. Can I mute On Demand Call Recording?

 

  1. What is Automatic Call Recording (ACR)?
    Automatic Call Recording (ACR) is a new feature which enables you to record incoming and outgoing calls automatically. You can listen to the recordings online or download the recorded conversations to your computer.
  2. Is the Automatic Call Recording feature available for all types of accounts?
    Automatic Call Recording is only available for Office@Hand Premium (Unlimited) customers.
  3. Is there an additional fee for the Automatic Call Recording feature?
    No. This feature is free with Office@Hand Premium (Unlimited).
  4. How do I set up the Automatic Call Recording feature?
    Only Administrators can enable the automatic call recording through the Office@Hand Online Account and set it up for individual users. Once this feature is enabled, all calls from the digital lines are recorded automatically and can be downloaded from the Activity Logs section of your Online Account.
    IMPORTANT: Automatic Call Recording will NOT work if the extension is set to Unconditional Forwarding.
    See the following for more information:
    Call Recordings Settings via your Online Account | AT&T Office@Hand
    Call Recordings – Enable on Online Account | Admin | AT&T Office@Hand
  5. What are the featured benefits of Automatic Call Recording?
    The following are the featured benefits:
    Easy to setup
    – With few simple clicks, admins can enable automatic recordings for one or multiple users
    – Quickly select recordings for incoming and/or outgoing calls
    – Record calls to and from your AT&T Office@Hand number forwarded to your mobile phone
    Works across devices
    – Emails are automatically sent to users enabled for automatic recordings
    – Use default or custom announcements for inbound calls
    Flexible announcements
    – 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.
    – Download individual or multiple recordings for review and playback
    – Playback or download recordings. Recorded calls are saved in Call Logs and can be downloaded and played back
  6. Is there a limitation on the number of recordings?
    For non-HIPAA accounts, Automatic Call Recordings are saved in the Call Logs section for up to 90 days, with up to 100,000 recordings per account.
    For HIPAA-enabled accounts, Automatic Call Recordings are saved in the Call Logs section for up to 30 days, with up to 100,000 recordings per account.
    Note: You can also download the recordings and play it on your computer.
    See the following for more information:
    Call Recordings Settings via your Online Account | AT&T Office@Hand
    Office@Hand: HIPAA Compliance Frequently Asked Questions
  7. Does this feature work on mobile phones?
    Yes. Outbound and inbound VoIP call recordings and calls which are forwarded to your mobile phones are supported.
  8. What is the difference between on-demand and automatic recordings?
    On-demand Call Recording is enabled by default and is initialized by pressing the *9 touch-tone command and can be ended any time during the call by pressing the same command (*9). Automatic Call Recording is disabled by default and can be enabled for one or more user extensions for inbound or outbound calls.

    If you need this feature, contact your Account Manager.

  9. Can I enable automatic recordings for call queues?
    Yes. Administrators will be able to enable automatic recordings for call queues. However, this is only available for incoming calls.
    Note: Automatic call recordings are only saved in the Call Logs section of the Call Queue or by the Super Admin.
  10. Does automatic call recording work when I call other extensions?
    Yes. Once activated for an extension by an Administrator, Automatic Call Recording will record all of that extension’s incoming and outgoing calls.
  11. Why do I always receive an email stating that the Automatic Call Recording is turned on?
    Users get an email notification when an Administrator adds Users or Departments to the list of extensions with Automatic Call Recording. This notification is sent to the list of users every month to remind the User that their calls are automatically recorded.
  12. What is Allow mute in auto call recording?
    The Allow mute in auto call recording, when enabled, gives a user the ability to pause the Automatic Call Recording and then resume it so that sensitive information is not captured.
    Note: The Allow mute in auto call recording feature only works for external calls with Automatic Call Recording in progress.
  13. How do I mute an automatic call recording?
    To use this feature, the Super Admin or the Phone System Admin must enable the Allow mute in auto call recording feature on the Online Account.
    See On-Demand Call Recording – Customize Announcement | Admin | AT&T Office@Hand for more information.
    AT&T Office@Hand Deskphones
    1. Press *9 to mute recording
    The automatic call recording is stopped. A prompt is played and can be heard by both parties “The call recording has been stopped on this call”
    2. Press *9 to un-mute recording
    The automatic call recording is resumed. A prompt is played and can be heard by both parties “The call recording is now being resumed for this call”
    AT&T Office@Hand Desktop app (softphone)
    1. Press the Record button to mute recording
    The automatic call recording is stopped. A prompt is played and can be heard by both parties “The call recording has been stopped on this call”
    2. Press Stop button to un-mute recording
    The automatic call recording is resumed. A prompt is played and can be heard by both parties “The call recording is now being resumed for this call”
    AT&T Office@Hand Mobile app
    Not supported
  14. Is the Allow mute in auto call recording feature available on RingOut calls?
    Yes, the Allow mute in auto call recording is available for RingOut calls using a Digital Line.
  15. Can I mute On Demand Call Recording?
    No, on demand recording can be stopped and then started again.

Keywords: 4018, automatic call recording, overview, feature