Overview
The Interaction Recording (MIR) feature enables call recording for MiCloud users. Users can record telephone calls and then search for, play, and download call recordings from the Interaction Recording (MIR) portal.
Interaction Recording is automatically enabled for all eligible accounts. The phone profile types that support Interaction Recording are Elite, Premier, Essentials, and Telephony. As a MiCloud Decision Maker or Phone Manager, you can enable call recording for users in your account and you can view and edit their call recording settings. The recordings that can be accessed by a user depend on the permissions assigned to that user by a Decision Maker or Phone Manager.
A user receives the following email notifications when call recording is configured:
- Service Activation: When the call recording service is activated for the user.
- Service Deactivation: When the call recording service is de-activated for the user.
By default, call recordings are retained in the MIR portal for 12 months. You can extend the retention period to seven years by subscribing to MiCloud Archiving. The recordings will be permanently deleted after the retention period set for them ends.
There are two types of call recording modes: MiCloud MIR On-Demand and MiCloud MIR Always-On. IP 400-series and 6900-series desktop phones and MiCloud softphones support both types of call recording.
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MiCloud 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. The user must be a member of the call recording group to access the recordings.
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MiCloud MIR Always-On: With this recording mode, all calls are automatically recorded. A programmable button must be configured to pause and resume the recording. The user must be a member of the call recording group to access the recordings.
For more information about programming phone buttons, see Editing Programmable Buttons.
For more information about call recording groups, see Call Recording Groups.
Managing Subscriptions to MiCloud Archiving
As a Decision Maker or Phone Manager, you can subscribe to MiCloud Archiving to extend the call recording retention period to seven years. Unsubscribing from MiCloud Archiving restores the settings to the default retention period of 12 months.
For more information about MiCloud Archiving, see Managing MiCloud Archiving.
Refer the following articles for more information about Interaction Recording:
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.
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" 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
