Enable Call Recording for a Domain 

Please note: This option is for White Label Partners only. Channel Partners and direct clients will need to contact support

1. Log in to the Manager Portal
2. Either while creating a new domain, or by editing an existing domain, select this drop-down to Yes.
   

Enabling Call Recording on a Call Queue

NOTE: Call Queues will only record calls within the queue. If a call in a queue is transferred to another extension or call park, the portion of the call after the transfer will only be recorded if the user has recording turned on. 

1. Log in to the Manager Portal
2. Navigate to Call Queues
   
3. Select the Call Queue to configure
4. Set Record Calls to Yes
   
5. Click Save
   

Enable Call Recording for a User

1. Log in to the Manager Portal
2. Navigate to Users
   
3. Select the user to enable call recording for
4. Set Record User's Calls to Yes
   
5. If desired enter an email address to receive email notifications after a call with the recording attached
6. Click Save
   
7. Scroll up and navigate to Phones
   
8. Click on the user's device
   
9. Set Record Calls to Yes
   
10. Click Save
    
11. Repeat this step for all devices under that extension
    NOTE: If a device does not have call recording turned on, calls to that device will not be recording even if the user has call recording turned on.
12. If you have a user with sensitive information perhaps being record, such as an HR Manager or CEO, you can disable the user's call recordings from being heard in the domain-level call history (with the exception of Reseller or Super User levels). You can turn this feature on under the User's Profile, here:
    

Access Call Recordings

1. Log in to the Manager Portal
2. Select Call History
   
3. Next to the call you'd like to select the speaker icon to listen or the download icon to save the recording
   

Enable Remote Storage Location for Recordings

Valid Storage location types are as follows. 

• AWS S3 Standard
• AWS S3 Glacier IR
• Wasabi
• FTP
• FTPS
• SFTP

1. Log into the Manager Portal
2. Navigate to Call History
   
3. Click on Recording Storage Settings
   
4. Click Add Remote Storage from the right-hand corner.
   
5. Fill in the appropriate details
   1. Name: Unique Name for this storage location. 
   2. Enable: Set to yes to enable the remote storage
   3. Storage Type: Set the desired storage type
   4. Region: Values differ depending on which Storage type is used. For AWS S3 select the region that the S3 bucket is setup in. 
   5. Bucket: Name of the bucket
   6. Access Key: AWS IAM User Access Key for a user that has access to the S3 bucket
   7. Secret: AWS IAM user secret that is paired with the Access Key
   8. Email Contact: Valid email for any users that should receive alerts if there is a connection failure, or upload error for this Storage location.
6. Click Add
   
7. The screen will update to an auto-tester to ensure the information was entered correctly and that all required permissions are set. All checks should pass. If there are any errors, the check will fail, and you will need to recheck your settings to confirm the information was entered correctly and that the user has the appropriate permissions. 
8. Click Close
    

The remote recording storage location is now active, and new recordings will begin to upload to the location for storage.
**Recordings both local and remote will be available for playback and download from within the portal.

How to Locate Call Recordings on Remote Storage

1. Manager Portal Call History - You can access Call Recordings within the retention period
   (default is 30 days)
2. Daily Folder - A daily folder is created where you can search for calls based on the date
3. Call ID - You can search for the call using the Call ID. The Call ID can be found after the
   aud- prefix of the file name

You can also right-click inspect on the "Listen" button and view the file name, like here:

The Call ID can also be found in the Call Trace of the first invite to the user:

Notes Regarding Remote Storage Locations

1. Remote file storage is not configurable via the API and is only configurable via the Portal.
2. The system will not allow the removal of existing remote storage settings without a replacement remote storage configuration in place. 
3. If a remote storage configuration was to become temporarily unreachable, files would resume being saved on the Recording Server’s local file system and will not resume offloading until new valid functional remote storage settings are applied.
4. There is no way to retroactively offload old recordings. Only newly created recordings are able to be offloaded.
5. At this time, can not migrate from one storage location to another, this is expected to be available in a future release. 
6. Only 1 configuration at a time can be enabled per Archive Leveland matching resource. You can have multiple configurations added, but only the "enabled" one will be used for new remote archive requests. The disabled ones will only be available for playback of previously archived recordings.
7. Calls older than 60 days cannot be listened to on the portal as the retention policy of our recording server will not fetch them.