Interaction Recording

Interaction Recording enables call recording for MiCloud users. Users can record telephone calls and then search for, play, and download call recordings from the call recording portal.

Interaction Recording is available for users with Elite, Premier, Essentials, and Telephony profiles only. Interaction Recording is automatically activated for all eligible accounts. You can enable call recording for users on your account and you can view and edit call recording settings from the Account Console.

As a MiCloud Administrator, you can access call recordings in the Interaction Recording portal from the Account Console via the Account Portal.

To do this:

1. On the Account Console, click the (Settings) icon at the top right corner of the page.
2. Click the My Settings button. The Account Portal opens in a new tab.
3. Do one of the following:
   • On the Home menu, under Settings, click Call Recording if you want to access your own recordings.
   • On the Phone System menu, click Call Recording to access recordings of other users depending on the access level assigned to you.

For more information on accessing the MIR portal from the Account Console via the Account Portal, see MIR: Console To PPW video.

By default, call recordings are available on the call recording portal for 12 months. For information about longer-term external storage of call recordings, see MiCloud Archiving. After the retention period ends, recordings are deleted permanently.

You can download recordings in bulk, depending on your access levels, from the MIR portal and save them to your computer using the Download Client application. For more information about using the Download Client application, see Installation and Configuration of Download Client Application for MIR.

Call recording is supported on the 400-series and 6900-series IP phones as well as the Client softphone. The following types of call recording available:

• MiCloud Connect MIR On-Demand: This recording mode allows users to start and stop call recording on-demand. A programmable button must be configured to start and stop the recording.
• MiCloud Connect MIR Always-On: With this recording mode, all calls are automatically recorded. A programmable button must be configured to pause and resume the recording.

Managing Call Recording Users

As a MiCloud Administrator, you can manage Call Recording for users in your MiCloud account in the following ways:

• View a list of users that have call recording enabled.
• Enable call recording for individual users within your organization.
• Change the call recording type for users
• Disable call recording for users.

To view users with access to call recording:

1. On the Account Console menu, click Add-On Apps and then click Manage Add-Ons.
2. To the right of Connect Call Recording (CR), click Manage.
   The Call Recording Users page is displayed.

• First name
• Last name
• Username
• Email address
• Extension

Enabling Call Recording for a User

After Interaction Recording is activated for your MiCloud account, you can enable Call Recording for individual users within your organization.

1. On the Account Console menu, click Add-On Apps and then click Manage Add-Ons.
2. To the right of Connect Call Recording (CR), click Manage.
3. Click Add on the toolbar.
   The Add Call Recording dialog box appears.
4. Under Select Users, begin typing the name of the user for whom you want to enable call recording in the search field.
5. Click the name of the desired user when it appears in the list, and then click Add.
6. Repeat steps 4-5 for each user for whom you want to enable call recording.
7. Under Select Products, select one of the following call recording modes for the selected users and then click Save & Place Order:
   • MiCloud Connect MIR On-Demand -  to allow the user to start and stop call recording on-demand; the user can start and stop call recording by pressing a programmed button on the phone.
   • MiCloud Connect MIR Always-On - to records all the user's calls automatically; the user can pause and restart call recording by pressing a programmed button on the phone.

   For information about programming phone buttons, see Configuring Programmable Buttons.

8. In the Review Order dialog box, verify the displayed information, and then click Place Order.

Changing the Call Recording Type for a User

1. On the Account Console menu, click Add-On Apps and then click Manage Add-Ons.
2. To the right of Connect Call Recording (CR), click Manage.
3. Select the checkbox next to each user for whom you want to change the call recording type, and then click Change Product on the toolbar.
4. In the Change Product for Call Recording dialog box, select the type of call recording to change the user to.
5. Click Save & Place Order.
6. In the Review Order dialog box, verify the displayed information, and then click Place Order.

Disabling Call Recording for a User

1. On the Account Console menu, click Add-On Apps and then click Manage Add-Ons.
2. To the right of Connect Call Recording (CR), click Manage.
3. Select the checkbox next to each user for whom you want to disable call recording, and then click Remove on the toolbar.
4. In the Confirm Changes dialog box, click Confirm to confirm that you want to disable call recording for the selected users.
5. In the Review Order dialog box, verify the displayed information, and then click Place Order.

FAQ

Q: Are all call types recorded?
A: All call types are recorded except for the following:

• Calls processed by an Auto Attendant or IVR (Interactive Voice Response) are not recorded before the person being called answers the call
• Calls processed by a "Find Me" call screening rule are not recorded when the call is forwarded to a mobile phone
• On-Demand Call Recording is not supported on ATA's and supported third-party SIP endpoints (e.g. Polycom IP 6000)
• Internal (extension to extension calls) are not recorded
• Conferences having 4 or more parties are not recorded regardless of whether any of these parties are external
• Connect for Mobile Calls
• Calls of duration shorter than two seconds cannot be recorded