Setup and guides

Getting started with SmartVoice call recording

Call recording allows you to record SmartVoice calls and provide the ability to store and playback this media for various purposes such as employee performance management, meeting regulatory requirements, order verification, dispute resolution, and more.

SmartVoice Call Recording Basics

ComplexityEasy

The Call Recording Portal can be accessed by visiting SmartVoice Call Recording Portal.

Depending on your access level you will be able to do the following:

  • Teams

    • Groups of Users who can listen to other calls depending on their permissions. Accounts do not have to have teams.
  • Administrator

    • Have additional privileges to manage recordings and other users within their call recording account. Cannot listen to other users calls unless they have Listener permission.
  • Standard User

    • Can record calls and can listen to their own recordings. They cannot download or share their recordings.
  • Listeners

    • Listeners permission can only be granted to team members and can be Standard or Administrator users with the ability to listen to other people’s calls.

The Call Recording Portal can be accessed by visiting SmartVoice Call Recording Portal.

Depending on your access level you will be able to do the following:

  • Teams

    • Groups of Users who can listen to other calls depending on their permissions. Accounts do not have to have teams.
  • Administrator

    • Have additional privileges to manage recordings and other users within their call recording account. Cannot listen to other users calls unless they have Listener permission.
  • Standard User

    • Can record calls and can listen to their own recordings. They cannot download or share their recordings.
  • Listeners

    • Listeners permission can only be granted to team members and can be Standard or Administrator users with the ability to listen to other people’s calls.

  • Logging into the Call Recording Portal
  • The legalities involved with using call recording
  • Download userguide

Logging into the Call Recording Portal

Enter the email address and password you received in your Welcome email.

Login into the SmartVoice Call Recording Portal
Login into the SmartVoice Call Recording Portal


Forgotten passwords

  1. Click on Forgot your password?

  2. Enter your email address.

  3. Select Reset Password.

  4. Check your email and follow the instructions.

    Reset your SmartVoice Call Recording password
    Reset your SmartVoice Call Recording password


The legalities involved with using call recording

In Canada: Organizations subject to the Personal Information Protection and Electronic Documents Act (PIPEDA) must comply with PIPEDA when recording calls by:

  1. Informing the individual that the conversation is being recorded at the beginning of the call.
  2. Advising the individual of the purpose(s) of the recording.
  3. Providing the caller with meaningful alternatives If the caller objects to the recording.

Call recording with SmartVoice makes complying with PIPEDA easy. You have the option of enabling or disabling the pre-recorded message informing individuals that the call is being recorded.

Download the full SmartVoice Call Recording userguide

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How do I control my call recordings?

ComplexityMedium

From your SmartVoice Portal you can control how calls are recorded and also access your own recordings so you can listen to them.

Quick access Feature codes while on the phone are as follows:

  • Start Call Recording: * 44
  • Pause Call Recording: * 48
  • Resume Call Recording: * 49

You can customize your call recording settings by logging into your individual SmartVoice portal with your credentials.

From your SmartVoice Portal you can control how calls are recorded and also access your own recordings so you can listen to them.

Quick access Feature codes while on the phone are as follows:

  • Start Call Recording: * 44
  • Pause Call Recording: * 48
  • Resume Call Recording: * 49

You can customize your call recording settings by logging into your individual SmartVoice portal with your credentials.


  1. Select Calling Features.

Select calling features
Select calling features

  1. Scroll down to the Call Control section.
  2. Select Edit on the Call Recording option.

Select Call Recording and Edit
Select Call Recording and Edit

Options

  1. Record Call:
    • Always - All calls will be recorded.
    • On Demand - You control which calls are recorded by either toggling recording buttons on your handset or using feature access codes.
    • Off - Disables call recording
  2. Play Call Recording Announcement:
    • When checked the default announcement plays.
    • When unchecked it is your responsibility to inform the customer the call is being recorded.
  3. Record Voice Messages
  4. Access Call Recordings:
    • Clicking this will direct you to https://smartvoicerecordings.shawbusiness.ca/login where you can log in in with your credentials.

Set you SmartVoice call recording options
Set you SmartVoice call recording options

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How does call recording work with my other SmartVoice features?

ComplexityAdvanced

The following table lists how Call recording interacts with specific SmartVoice features.

The following table lists how Call recording interacts with specific SmartVoice features.

Service Description
Blind Call Transfer Assuming that each party in the Blind Call Transfer scenario has the Call Recording service, the service behaves as follows for each of the parties:
  • User being transferred – The call recording with the original user ends and a new recording starts when the user at the transfer destination answers the call.
  • User transferring the call – The call recording stops when the user hangs up.
  • Transfer destination – The call recording starts after the user answers the transferred call.
SmartVoice Anywhere Calls terminating to a SmartVoice Anywhere user are recorded on behalf of the user, even if the call is answered by a BroadWorks Anywhere location. If a SmartVoice Anywhere user and a SmartVoice Anywhere location are both recording a call, then it is not possible to pause or resume the recording for the SmartVoice Anywhere user using the feature access codes.
Call Forwarding Always If the call terminates to a user with the Call Forwarding Always service active, the call is not recorded.
Call Forwarding Busy If an announcement is played prior to routing the call, the announcement is captured in the recording. When the call is routed to the destination, the call recording stops.
Call Park/Retrieve Assuming that each party in this scenario has the Call Recording service, call recording behaves as follows:
  • User being parked – The call recording continues with the far end of the call once retrieved.
  • User parking the call – The call recording stops when the park is completed.
  • Retrieve destination – The call recording starts once the user retrieves the call from the parked location.
Call Transfer with ThirdParty Consultation Assuming that each party in this scenario has the Call Recording service, call recording behaves as follows:
  • User being transferred – The call recording continues with the far end of the call now connected to the target of the transfer.
  • User transferring the call – The call recording stops when the transfer is completed.
  • Transfer destination – The call recording starts after the user answers the call from the user transferring the call. When the transfer completes, the recording continues with the party that was transferred.
Collaborate Users with the Call Recording service can record Collaborate room sessions in which they participate. Collaborate bridges cannot record Collaborate room sessions.
Directed Call Pickup If a fellow employee picks up the call and has Call Recording, then the call is recorded.
Directed Call Pickup with Barge-in If a fellow employee barges in on your call and has Call Recording, then the call is recorded. If they enabled the Call Recording notification, the Recording Started announcement is played to all parties in the call. The recording stops when they leave the call.
Group Paging If you establish a one-way voice path group page, then that is one recording.Any of the other parties involved in the one-way voice path group page have Call Recording active, then each party is another recording.
N-Way Calling

If you set up an N-way conference call, all the calls in the conference that are being recorded generate their own recording. As each call is transferred into the conference, the call being recorded changes from being the conversation between the conference initiator and the party, to being a recording of the conference call. When a participant leaves the conference, the corresponding recording stops.
When the conference initiator starts recording an existing conference, then there is only a single recording session started, which records the conversation between the conference initiator and the other parties in the conference. This call recording is associated with only one of the participants of the conference; if that participant leaves the conference, the recording stops.

When the conference initiator starts recording the conference that has already been established, the recording is started if the conference call is the most recent locally held call. In this case, all of the participating calls are selected and recording is started on each of the calls. When the conference controller uses the Pause/Resume feature to pause or resume the recordings, all of the recordings of the conference call for the controller are affected. The feature does not have the ability to specify the call that should be paused or resumed.M

If the user is a participant in the conference but not the conference controller, then the recording follows the same rules as for a two-party call.

Push To Talk If you establish a one-way voice path Push To Talk call, then that is one recording.If the other party involved in the one-way voice path Push To Talk conversation wants to instantiate the voice path in the other direction, then that is another recording.
Shared Call Appearance Calls to a Shared Call Appearance line are recorded, even if the call is answered by a Shared Call Appearance location.An alternate Shared Call Appearance location of a subscriber that created an n-way conference call would not be allowed to bridge into the conference call when the bridging subscriber has the Call Recording service enabled.
Three-Way Calling

If you started a three-way conference call, all of the calls in the conference that are being recorded generate their own recording. As each call is transferred into the conference, the call being recorded changes from being the conversation between the conference initiator and the party, to being a recording of the conference call. When a participant leaves the conference, the corresponding recording stops.

When the conference initiator starts recording an existing conference, then there is only a single recording session started, which records the conversation between the conference initiator and the other parties in the conference. This call recording is associated with only one of the participants of the conference; if that participant leaves the conference, the recording stops.

When the conference initiator starts recording the conference that has already been established by dialing *44 (default), the recording is started if the conference call is the most recent locally held call. In this case, all of the participating calls are selected and recording is started on each of the calls. In this case, if one participant leaves the conference, that recording stops but the recording of the other participants continues.

Many devices are capable of setting up three-way conference calls without the need for a network conference bridge. In these cases, if the user’s device bridges the calls together, they appear as two separate call recordings. The Call Recording service treats the calls as separate calls and the recording of each call is controlled individually.

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Call Recording FAQs

The following are some Frequently asked questions regarding SmartVoice Call Recording.

The following are some Frequently asked questions regarding SmartVoice Call Recording.

  1. If a user with Call Recording service is placed on hold, does call continue to be recorded?
    • Yes.
  2. Are the recordings secure?
    • Yes. Recordings are securely captured with the latest cloud technologies enabling security and maintained within Canada to satisfy all data sovereignty requirements.
  3. How long will the recordings be stored for?
    • Recordings will be stored for 90 days and will be automatically deleted after that. It’s recommended for administrators to download recordings from the cloud if they want to keep it beyond 90 days.
  4. Who can access my recordings?
    • A standard user can only access their own recordings. Team hierarchies can be established, making calls accessible only to administrators, supervisors, and the individual users who made the calls.
  5. Am I able to share my recordings?
    • Users and administrators can share recordings in the Call Recording Portal via ‘secure share’ by sending a downloadable link via email, which has a 24-hour access limit. It can also detect if the link was shared without authorization via social media and will deactivate if too many recipients click the link within a certain time frame.
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