Call Recordings

Capture calls for your company’s quality management purposes (training, auditing, compliance, sales). You can locate and request them via our web portal or directly via our comfortable API interface.

 

TENIOS offers the following features

  • call recording service for incoming and outgoing calls
  • choose to always record, or record calls as needed
  • use on-demand call recording
  • review, download, or delete call recordings
  • option to automatically announce to other party that the call is being recorded
  • save audio files 30 days if option to delete after transfer is not enabled

 In this section you can configure settings for voice recordings. There are three tabs:

  • Setup
  • Browse recorded calls
  • Browse voicemails

 

SetupBrowse Recorded CallsBrowse Voicemails

In this section you can configure general settings for voice recordings.

 

 

Enable transfer A check box to activate or deactivate the file transfer.
Target The IP address or domain name of the server, where the files should be transferred to. 
Port Port where the destination server is listening.
Protocol The protocol which should be used for the file transfers. At the moment, only SFTP is available.
Username The username of the account on the destination server.
Password The password of the account on the destination server.
Target Dir The directory, in which the files should be stored.
Target Dir for API Recordings The directory, in which the API recordings should be stored.
Delete files after successful transfer If this checkbox is activated recordings and mailbox files will be deleted after data transfer (sFTP). Please note that your files will not be available on the TENIOS systems anymore once the data transfer is completed. The storage and provision are the responsibility of the customer. 
ASR provider Here you can choose the provider – Google, Microsoft oder Amazon – that is used for the transcription of the recordings.
ASR language Here you can choose the provider – Google, Microsoft oder Amazon – that is used for the transcription of the recordings.
Merge files A check box to define if voice recordings should be merged or not . In a routing plan, for one call, multiple voice recordings can be done, e.g. if the step Voicemail is used multiple times after each other. If this option is activated, all single voice recordings will be merged into one file in the end of the call.

 

In this section, you can search for and listen to call recordings. Calls can be recorded by the block “Record Call”.

In this section, you can search for and listen to voice recordings which are recorded by the step Voicemail. Voicemails are deleted from the system after 30 days! Additionally you can configure to have voicemails sent to you via e-mail.

 

Information and consent to voice recording is required by law. In the case of telephone contact, verbal consent or an expression of intent by pressing a telephone key is mandatory. The consent of the parties concerned should always be documented for evidence purposes. The statutory provisions are listed in § 201 Para. 1 (StGB) and § 4a S. 3 BDSG.
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