Setup and guides

How To: Use SmartVoice call recording

Contents
Overview

Call recording enables you to record and store SmartVoice calls, so you can play the calls back later. You might want to do this as part of employee performance management, to meet regulatory requirements, to verify orders, or to resolve disputes.

Call recording permissions

Recorded calls are accessed through the SmartVoice Call Recording Portal. Log in using your individual or group administrator credentials.

There are four levels of permissions:

  • Teams are optional groupings of users who can listen to other calls, depending on their permissions.

  • Administrators have additional privileges to manage recordings and other users within their call recording account.They cannot listen to other user calls unless they have Listener permissions.

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

  • Listeners can listen to other people’s calls. This status can be granted to team members, standar users, and administrators.

Customize call recording settings

From the SmartVoice online portal, you can control how calls are recorded, and listen to your own recordings.

  1. Go to smartvoice.shawbusiness.ca.
  2. Log in using your individual credentials.
  3. Click the Calling Features tab.
  4. Under Call Control, click Edit next to Call Recording.
  5. Set Record Call to:
    • Always: All calls will be recorded.
    • On Demand: Calls are recorded by toggling recording buttons on your desk phone or by using star codes.
    • Off: Disables call recording.
  6. Select the Play Call Recording Announcement checkbox to play the default announcement, or clear the checkbox if you’d prefer to inform the customer yourself.
  7. Select the Record Voice Messages checkbox to record voice messages.
  8. Click Access Call Recordings to visit the SmartVoice Call Recording Portal.

Useful in-call star codes

You can use the following star codes while on a call:

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

Frequently asked questions

If a user with Call Recording service is placed on hold, does call continue to be recorded? Yes, the call will continue to be recorded.

Are call recordings secure? Yes. Recordings are securely captured with the latest cloud technologies enabling security and maintained within Canada to satisfy all data sovereignty requirements.

How long are recordings stored for? Recordings will be stored for 90 days, and will be automatically deleted after that. It’s recommended that administrators download a recording from the cloud if they want to keep it longer than 90 days.

Who can access my recordings? A standard user can only access their own recordings. Team hierarchies can be established, making calls accessible to administrators, supervisors, and the individual users who made the calls.

Am I able to share my recordings? Users and administrators can share recordings in the Call Recording Portal using secure share, which emails a download link that expires after 24 hours. If unauthorized sharing is detected or too many users attempt to access the recording, the link will be deactivated.

Is call recording legal? In Canada, organizations subject to the Personal Information Protection and Electronic Documents Act (PIPEDA) must comply with PIPEDA when recording calls, by:

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

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.

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