Call recordings are audio recordings of your calls while they are connected to a target. You might use the call recordings for things like training or to investigate complaints.
You can enable call recording for each call flow or campaign and can disable call recording for particular targets. You can create pixels that fire when the call recording is available to listen to and can share the recording URL with third parties.
Once a call recording is complete, you can access the recording from the Reporting screen or via the recording URL.
The ability to enable call recordings is available to admin users. This feature is included in all Ringba subscription plans: Business, Professional, and Enterprise.
This article contains the following sections:
Recording Access Policy
If you record your calls, the recordings are available through the Reporting screen or via a URL. You can share the URL with outside parties if you choose to. Accessing call recordings requires credentials.
If an active user uses the URL to access a recording, their browser prompts them for their login credentials if they aren't already signed in to Ringba in the browser.
If an outside party uses the URL to access a recording, their browser prompts them for their access credentials. You must proactively provide outside parties with access credentials and with recording URLs; Ringba does not automatically provide them. See Recording Access for step-by-step instructions on creating access credentials for outside parties.
Temporary Grace Period During Transition
To reduce disruptions to your processes while we transition to this recording access policy, Ringba is observing a 6-day grace period for each recording.
This means that anyone with the URL can access it without providing credentials for 6 days after the recording is complete. For example, if a call is recorded on September 1, active users and outside parties can access the URL without providing credentials until September 7. On September 8, everyone must provide credentials to access the URL.
Once the transition is complete, this grade period will no longer be in effect and everyone will need to provide credentials to access a recording URL.
Call Recording
Call recording lets you access a recording of the audio from a call that connected to a target. Ringba begins recording the audio as soon as the call connects and stops recording when the call disconnects.
You can choose to use call transcription to receive a text version of the call's audio.
Important: Recording calls incurs a nominal fee based on the length of the call and your license plan. You can find the cost per minute for your account by navigating to Settings > Billing Settings and clicking the View Current Pricing button.
You can find settings that control call recording in three places in the Ringba platform:
- When you configure your campaign, you choose whether to record calls that come in to that campaign by setting the Record Calls switch.
Note: If you don't see a switch but instead see options for User Call Flow Setting, Enable, and Disable, that means your campaign uses a call flow. See the section on call flows later in this article. - If you configure your campaign to record calls, you can still override that setting and disable call recording for a particular target by using the Disable Recordings switch on the target.
Note: The overrides is available only if you set your campaign to record calls. If you configure your campaign not to record calls, you cannot override that setting to enable call recording for a single target. - If you use call flows, the dial node includes a setting to control whether you record a call at the time you dial the target.
When the call is complete, you can find and listen to call recordings from the Call Details section of the Reporting screen. If a call has a recording, a play button icon appears in the Recording column.
Click the play button icon and a window appears in the lower right corner.
The window contains the following tools to help you listen to the recording:
- Back: Jumps to ten seconds earlier in the recording.
- Play/Pause: Starts or stops the audio playing.
- Forward: Jumps to ten seconds later in the recording.
- Speed: Click the speed to cycle through .5x, 1x, 1.2x, 1.5x, and 2x playback speed options.
- Download icon: Click to open the playback tool in a new tab. From the new tab you can click the three button menu to download the recording as an MP3 file.
You can add a tracking pixel to your campaign that fires when the call recording is available to listen to. If you include the recording URL in the pixel (or share it in any other way), anyone accessing the URL must provide credentials according to the Recording Access Policy section above.
How to Enable or Disable Call Recording
You can enable or disable call recording in three different locations in the Ringba platform: in a campaign, on a target, or in a call flow.
In a Campaign
You use the call recording control in a campaign to set a recording policy for recording calls that come in to that campaign. If you set this switch to record, you can still disable recordings on a target-by-target basis.
Use the following steps to enable or disable recording in your campaign:
- Navigate to the Manage Campaigns screen by clicking Campaigns in the left navigation bar.
- Click the Create Campaign button or click and existing campaign to open it.
- Scroll to the Record Calls switch and toggle it on or off as desired.
- Toggle on or off the Trim Silence switch that appears next on the list. If you toggle on this switch, Ringba trims periods of silence from the beginning and end of the recording.
- Complete the rest of the campaign's configuration and click Save. See the procedure in the Campaigns article for details.
Note: If you add a call flow to the campaign, when you save the campaign, a different control appears set to Use Call Flow Settings. You return to this field and choose whether to override the call flow settings for that campaign.
See the In a call flow procedure later in this article.
On a Target
You can enable call recordings for a campaign but still disable recording calls to particular targets. If you disable recording calls to a target, Ringba does not record calls to that target even if the calls come in through a campaign where Record Calls is turned on.
Use the following steps to disable recording for a target:
- Navigate to Targets > Manage Targets in the left navigation bar.
- Click the Create Target button or click the name of an existing target from the list to open it.
- Scroll to the Disable Recordings switch and toggle it on or off as desired.
- Complete the rest of the target configuration and save the target. See the procedure in the Targets article for details.
In a Call Flow
You can attach a call flow to your campaign to use sophisticated rules-based call routing. If you use a call flow, you control the call recording in the dial node of your call flow.
When you configure the node, you see options for the Recording Settings field. You can choose from the following options:
- Off: Do not record calls through this call flow.
- On Answer: Begin recording when the call is answered.
- Entire call: Begin recording the call immediately, even before it is answered. This setting captures IVR responses.
The configuration of this node also includes a Max Recording Time value. Enter the number of seconds you want to record of this call. Ringba stops recording the call when that number of seconds elapses, even if the call continues.
Note: When you attach your call flow to a campaign, Ringba changes the Call Recording setting on the campaign to Use Call Flow Settings as soon as you save the campaign. If you remove the call flow from the campaign later, Ringba returns the Call Recording setting to on, which is the default.
Call Recording FAQ
Note: For a full collection of frequently asked questions about how call recording works, see Call Recording FAQ.
What should I do if I need help with my call recordings?
If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.