If you would like for every call for all of your users to be recorded, our technical support team can enable this for you.

To have call recording enabled for your whole business, please contact our technical support team.

If you have had our team show the Record User's Calls option, you can enable a user or yourself to have calls recorded using the user's Profile settings.

1. Navigate to the Users page.

2. Click the name of the user that needs call recording enabled.
3. In the Profile tab of their settings, use the Record User's Calls drop-down to select Yes.

4. Click the Save button.

As a Stratus admin user (i.e., Office Manager, Site Manager, or Call Center Supervisor), you can set your call queues to record all calls that come through them. 

To do this…

1. Navigate to the Call Queues page.

2. Click the Edit Queue icon next to the call queue that should record calls.
3. On the Basic tab, use the Record Calls drop-down to select Yes.

4. Click the Save button.

Adjust the Call Queue's Settings

In order for your callers to hear the recording warning when it is created, your call queue will need to be set to have an introduction message played before it rings any agents.

To set a call queue to play any intro messages before routing any callers…

1. Navigate to the Call Queues page.

2. Click the Edit Queue icon next to the call queue that will play a recording warning.
3. Switch to the Pre Queue Options tab.

3. Use the Require into MOH drop-down to select Yes.

4. Click the Save button.

Create the Recording Warning

Now that the call queue that records calls has been set to play intro messages, an introduction message can be created for the call queue that will warn callers that their call will be recorded.

To create a custom recording warning message to have played for callers as soon as they enter a call queue…

1. In the portal, navigate to the Call Queues page. 

2. Across from the call queue needing this change, click the Edit MOH icon.

3. To add a recording warning to that queue, click the Add Introduction button.

4. Use either of these options to add in a recording warning message:
  –  Text-to-Speech: Use the text-to-speech option to type in a message that warns callers that their call will be recorded and select an automated voice that will read out what is typed.

Once the message has been typed out, click the Save button.
  –  Upload: Using the upload option, you can upload a converted audio file and give the message a name.

Once the file has been selected on your PC, click the Upload button.
  –  Record: The record option allows you to type in a phone number or extension number for the phone system to send a call. 

Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.

As a Stratus admin, you have the ability to add messages to a user's music on hold. One of these messages that can be added is a Recording Warning that lets callers know that their call is being recorded. 

To add a recording warning for callers to hear when a specific user places them on hold…

1. Navigate to the Music on Hold page.

2. Use the search bar to find and select a user that needs a recording warning.

3. Click the Add Introduction button.

4. Use either of these options to add in a recording warning message:
  –  Text-to-Speech: Use the text-to-speech option to type in a message that warns callers that their call will be recorded and select an automated voice that will read out what is typed.

Once the message has been typed out, click the Save button.
  –  Upload: Using the upload option, you can upload a converted audio file and give the message a name.

Once the file has been selected on your PC, click the Upload button.
  –  Record: The record option allows you to type in a phone number or extension number for the phone system to send a call. 

Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.

As a Stratus admin, you have the ability to add messages to the domain's music on hold. One of these messages that can be added is a Recording Warning that lets callers know that their call is being recorded. 

To add a recording warning for callers to hear when any user places them on hold…

1. Navigate to the Music on Hold page.

2. Click the Domain option.

3. Click the Add Introduction button.

4. Use either of these options to add in a recording warning message:
  –  Text-to-Speech: Use the text-to-speech option to type in a message that warns callers that their call will be recorded and select an automated voice that will read out what is typed.

Once the message has been typed out, click the Save button.
  –  Upload: Using the upload option, you can upload a converted audio file and give the message a name.

Once the file has been selected on your PC, click the Upload button.
  –  Record: The record option allows you to type in a phone number or extension number for the phone system to send a call. 

Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.

As a basic Stratus user, you have the ability to add and edit the messages that are played when you place callers on hold. 

To add in a recording warning for your callers to hear when you place them on hold…

1. Navigate to the Music on Hold page.

2. Click the Add Introduction button.

 

3. Use either of these options to add in a recording warning message:
  –  Text-to-Speech: Use the text-to-speech option to type in a message that warns callers that their call will be recorded and select an automated voice that will read out what is typed.

Once the message has been typed out, click the Save button.
  –  Upload: Using the upload option, you can upload a converted audio file and give the message a name.

Once the file has been selected on your PC, click the Upload button.
  –  Record: The record option allows you to type in a phone number or extension number for the phone system to send a call. 

Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.

Feature codes can be dialed to start and stop recordings of calls. 

While you are on an active call in the web portal, you can click the Record button to toggle the recording of this call on and off. 

The SpectrumVoIP Desktop App will have buttons available that you can use to control how a call is recorded during an active call.

Start Recording a Call

Click Start Rec to start recording a call.

When clicked, a REC notice will appear above the duration of the call.

Pause and Resume a Recording

Click Pause Rec to pause your recording of the call.

The REC notice will update to show a pause symbol:

Click Resume Rec to continue recording the call.

Stop Recording a Call

Click Stop Rec to stop recording a call.

The REC notice will disappear:

To start recording an active call on your Stratus mobile app, tap the record button on the call screen. 
Touch the record icon again to stop the recording.

Lock Recordings to Prevent Deletion

When an auto-delete recording duration is set, the recordings are deleted once expired. However, by enabling Prevent auto-delete you can lock some important recordings to exclude them from being deleted.

To lock the recording from being deleted:

1. Touch the History tab.
2. Touch the Information icon beside the name or phone number you want to retrieve the recording.
3. On that recording entry, touch Settings → Prevent Deletion.
 

If you have call recordings enabled, you can listen to and download any call recordings using the Call History page of the Stratus web portal.

1. Navigate to the Call History page. 

2. The Call History can be filtered by different parameters such as phone number, user, or date/time. Click the Filter button to filter what calls are shown. 

3. In the right-hand menu of the call history listing, there will be a recording icon to listen to the call and a download icon to download the recording. Your selection of buttons may differ depending on your user scope. 

  –  If a Call does not have a recording, the icon will be grayed out and will display No Recording when hovering over it; as shown below.

   –  If a call has a recording that is still being processed, you might see Pending Conversation; as shown below. For these, simply wait for the call to be processed and it will eventually become available to play and download. 

4. When a recording is available, the icons will be active and hovering over it will display Download or Listen; as shown below.   –  Clicking Download will save the audio file to your computer:

   –  Clicking Listen allows you to play the recording. 
  – There are also options available (volume control and playback speed) for adjusting how the music is played back. 

When you have a call that was recorded, you can listen to and download that call using the desktop app.

To download the call's recording…

1. Select the call that was recorded.

2. Click the Options icon.

3. Select Download to download an audio file of the call to your PC.

Once the calls are recorded, you can retrieve them in the History tab.

To access a call recording:

1. Touch the History tab.
2. Touch the Information icon beside the name or phone number you want to retrieve the recording.

3.Touch the Play Record (1) button to listen to the recording.
4. Touch the Pause button to pause the recording.
5. To manage the recording, touch the Settings (2) icon on that recording entry.