Set up and test call recording
When this is done, your calls are recorded and kept for as long as you choose. You decide which calls are recorded – for the whole tenant, per business unit or per path in a workflow – and, if you want, agents can discard the recording of a call. Supervisors play the recordings back in the historical reports.
Graia switches native recording on for your tenant
→ you choose the default: Record or Don't record
→ optionally: a business unit or a workflow path changes that default
→ optionally: agents keep or discard the recording of each call
→ supervisors play the recordings back in Task History and Conversation History
It takes about 30 minutes. Roles involved: Administrator (Part 1), Agent (Part 2), Supervisor (Part 3).
Before you start
| What | Who | Where |
|---|---|---|
| Native call recording switched on for your tenant. Graia does this, together with which leg of the call is recorded: the agent leg, the customer leg or both. The leg decides where you play the recordings back in Part 3. | Your Graia account manager | Which side of the call is recorded |
| Optional: recordings stored in your own S3-compatible storage instead of Graia's. Graia sets this up too. | Your Graia account manager | Store recordings in your own storage |
| Access to Administration › Configuration in the portal | Administrator | Roles |
| A voice channel and workflow with a queue, and an agent who can take its calls | Administrator | Build your first voice workflow |
| A supervisor with access to Historical Reports | Administrator | Roles |
| A phone you can call the channel from | Tester | – |
If your policy requires it, tell callers that the call is recorded – for example with an announcement at the start of the workflow. Check with whoever owns compliance in your company.
Part 1 – Set it up (Administrator)
1. Choose whether calls are recorded by default
- In the portal, go to Administration › Configuration and open the Voice tab.
- Find Call recording. If it isn't there, recording isn't switched on for your tenant – contact your Graia account manager.
- Set Recording default behaviour to Record.
- To let agents discard recordings, turn on Allow agents to control recording behaviour. Turn it on for this test, so you can try it in Part 2.
Expected result: Recording default behaviour shows Record. These settings can't turn recording on if Graia hasn't enabled it for your tenant.
See Call recording.
2. Set how long recordings are kept
- Open the Miscellaneous tab of Configuration.
- Set the Recording retention period.
Expected result: the period you chose is shown. Recordings older than that are removed.
See Recording retention period.
3. Optional: use different settings for a business unit
Use this when one business unit must record differently from the rest of the tenant – for example, it doesn't record at all, or its agents may not discard recordings.
- Go to General › Business units and open the business unit.
- Turn on Override global recording configuration.
- Set Recording default behaviour and Allow agents to control recording behaviour for this business unit.
- Optionally, set its own Recording retention period.
- Click Save.
Expected result: the business unit's calls follow these settings instead of the tenant's. The other business units aren't affected.
4. Optional: record or don't record on a workflow path
Use this when some calls must not be recorded – for example, when the caller says they don't want to be recorded – or when only one path should be recorded.
To let callers opt out:
- Go to Voice › Workflows and open the workflow.
- Near the start, add an Auto-attendant node that tells callers the call is recorded and which key to press if they don't want to be, for example Press 1 if you don't want this call to be recorded. Set up option 1 for that key.
- Drag from the option's output and choose Set recording state. Choose do not record.
- Connect Set recording state to the rest of the path, for example the Queue node, and connect the Auto-attendant's other outputs there too – callers who don't press the key keep the default from step 1.
- Click Save.
Expected result: Workflow successfully updated! The Set recording state node is only offered when native recording is enabled for your tenant.
See Set recording state and Auto-attendant.
Part 2 – Make test calls (Agent)
5. Take a call and keep the recording
- Log in to the Agent application as an agent who can take calls from the queue, and set your state to Available.
- Call the channel's number from your test phone, and accept the call as the agent.
- Talk for a few seconds. In the call controls, find the recording toggle and leave it On.
- End the call and close the task.
Expected result: the recording toggle is shown in the call controls. If it isn't, Allow agents to control recording behaviour is off for the agent's tenant or business unit (steps 1 and 3).
See Keep or discard the call recording.
6. Take a call and discard the recording
- Call the channel's number again and accept the call.
- Switch the recording toggle Off, then On, then Off again.
- End the call while the toggle is Off, and close the task.
Expected result: the call goes on as normal. The toggle doesn't pause the recording – only its position when the call ends counts, so this recording is discarded.
Outbound calls have the same toggle. See Use the call controls.
Part 3 – Play the recordings back (Supervisor)
Where you find a recording depends on the leg Graia records for your tenant:
| Recording leg | What's recorded | Where to play it |
|---|---|---|
| Agent leg | Only the part where the agent talks to the customer | Task History (step 7), or a conversation's task details in Conversation History – not the conversation itself |
| Customer leg | The whole call, from start to finish, following the customer through the workflow, the queue and every agent | Conversation History (step 8) – not Task History |
| Both | Both legs, as two recordings | Agent leg in Task History, customer leg in Conversation History |
Recordings are processed in batches: it can take up to 30 minutes after a call ends before its recording shows up. Wait before you decide a recording is missing.
7. Agent leg: find the calls in Task History
- In the portal, go to Historical Reports › Tasks.
- Filter by the agent and today's date, and find the two test calls.
- On the call from step 5, click the playback button.
- Look at the call from step 6.
Expected result: the recording of the first call plays, with the controls at the bottom of the screen. It starts when the agent connects. The second call has no recording.
See Task History.
8. Customer leg: find the calls in Conversation History
- Go to Historical Reports › Conversations and find the two test calls.
- Play the recording of the call from step 5.
- Look at the call from step 6.
- If your tenant records both legs: open the first call's task details to play the agent-leg recording from here too.
Expected result: the first call's recording covers the whole call, from the moment the customer called – including the workflow's announcements and the time in the queue – to the end of the call. The second call has no recording: the agent's toggle discards the customer leg too.
See Conversation History and Conversation task details.
Check that it works
| # | Do this | You should see |
|---|---|---|
| 1 | Open Administration › Configuration › Voice | Call recording, with Recording default behaviour set to Record |
| 2 | Take a call as the agent | The recording toggle in the call controls (if agents may control recording) |
| 3 | End a call with the toggle On, open Historical Reports › Tasks (agent leg) | The call has a recording that plays, from the moment the agent connected |
| 4 | End a call with the toggle Off | The call has no recording, in either report |
| 5 | Open the call in Historical Reports › Conversations (customer leg) | A recording of the whole call, from start to finish |
| 6 | Call, press the opt-out key, and let an agent take the call | The call has no recording, whatever the tenant default |
| 7 | Take a call as an agent of a business unit with its own recording settings | The business unit's settings apply, not the tenant's |
If it doesn't work
| Symptom | Likely cause | Fix |
|---|---|---|
| No Call recording settings, or no Set recording state node | Native recording isn't switched on for your tenant | Contact your Graia account manager |
| No calls are recorded | Recording default behaviour is Don't record for the tenant or the agent's business unit, or a Set recording state node says do not record | Steps 1, 3 and 4 |
| A call has a recording in Task History but not on the conversation in Conversation History, or the other way round | Your tenant records only one leg | Working as designed – see Part 3. To record the other leg too, contact your Graia account manager |
| Callers who pressed the opt-out key are still recorded | The key's output doesn't lead through Set recording state set to do not record | Step 4 |
| Agents don't see the recording toggle | Allow agents to control recording behaviour is off – check the business unit override too | Steps 1 and 3 |
| A recording is missing although the call was recorded | The agent ended the call with the toggle Off | Working as designed – the toggle decides at call end |
| Old recordings are gone | They're older than the Recording retention period | Step 2 |
| Recordings show up late, or not yet | Recordings are processed in batches and can take up to 30 minutes to show | Wait and check again |
| Older recordings don't play after the storage was changed | Recordings kept in the previous storage can't be played back in Graia CCaaS | See Store recordings in your own storage |
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