This article describes the call recording feature. Admin users can enable call recording for each call flow or campaign and can disable call recording for particular targets.

This article contains the following sections:

• Call Recording
• How to Enable or Disable Call Recording
  • In a campaign
  • On a target
  • In a call flow
• Call Recording FAQ

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. After the recording is complete, you can listen to the recording from the Reporting screen and 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.

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:

1. Navigate to the Manage Campaigns screen by clicking Campaigns in the left navigation bar.
2. Click the Create Campaign button or click and existing campaign to open it.
3. Scroll to the Record Calls switch and toggle it on or off as desired.
   
4. 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. 
5. 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:

1. Navigate to Targets > Manage Targets in the left navigation bar.
2. Click the Create Target button or click the name of an existing target from the list to open it.
3. Scroll to the Disable Recordings switch and toggle it on or off as desired.
   
4. 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

How long does Ringba keep call recordings?

Your call recordings are kept indefinitely as long as you have the Ringba account. Call recordings are part of the call logs, and Ringba does not change or delete call logs by policy. 

I saw the recording URL from Ringba redirect to another URL. Which should I use?

Always use the recording URL in Ringba. If the location of the recording changes over time, the URL from Ringba will always direct you to it.

If I share the recording URL with someone, can I tell if they followed it to access or download the recording?

No, Ringba does not have a way to track who, if anyone, accessed the call recording URL. 

Can I prevent publishers from recording calls after they connect to my buyer?

No. Ringba cannot control the recording tools your publisher might be using. 

Why is there no recording even though the call connected to a target and the settings to record were enabled?

Recordings start on connection to the final target, but there might be interim targets before the call gets there. If a call goes through to multiple Ringba customers, recording does not start until the final target picks up the call. If the final target does not pick up, the call looks like it connected because of the interim targets, but there is no recording.

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.