The recording
Played back from the interface, next to the call it's attached to. Nothing to download, nothing to open in another piece of software.
Two triggers
By exception, or for a whole extension
A module dropped into the dial plan records whatever passes through that branch, and nothing else. That's what lets you record after-sales calls without recording accounting's.
- A module in the plan, for a specific branch
- Or activation per extension, when it's the extension that matters
- An announcement can notify both parties
What you get
The audio, and what we draw from it
The transcript
The text of the conversation. What would take eight minutes to listen to is read in a few seconds, and an exchange is revisited without pulling in the person who had it.
The summary and the themes
What the call was about, in a few lines, and the topics covered. Enough to review a day of calls without listening to a single one.
Tone, and what deserves a callback
The analysis picks up the tone of the exchange and flags calls that need a follow-up. It's the sorting nobody has time to do by hand.
Where the processing happens
On our servers, and nowhere else
It's the question that gets forgotten. Many businesses set up recording, then discover their audio is sent to a provider to be transcribed, often outside the European Union.
- The processing happens on our own private servers, not at a provider's
- No external artificial intelligence service is ever called for your calls
- The audio and the text it produces stay in Europe
Not to be confused with this site's live chat, which does rely on an external model. It's separate from the calling platform and sees none of its data. The detail is on the privacy page.
What compliance requires
Four decisions before you turn the feature on
Why you're recording
The purpose is written down before you record, and it limits everything else: how long you keep it, who listens, what you do with the text. “Recording just in case” isn't a purpose.
Who needs to be told
Both sides. Your caller, through an announcement at the start of the call, and your staff, through clear information. The announcement sits in the dial plan: so it plays every time, depending on nobody.
How long you keep it
As short as possible given the purpose. For training, a few weeks is enough. For a dispute, the length of the dispute. Keeping it indefinitely is the most common mistake.
Where the processing happens, and who receives it
This is the line of the register that gets forgotten. If a third-party service transcribes or analyses the audio, it's a recipient and must be listed. With us, there isn't one: it's detailed on the infrastructure and GDPR page.
The four questions, the register, and why consent isn't always the right basis.
Read the article
Finding a call
The list, the filters, then playback
Calls are filtered by status, direction, period, caller, destination, and by duration between two bounds. You isolate the call, open it, listen to it or read its text.
- The same filters for everyone, with nothing to export first
- Total duration and talk time are kept apart
Quote
Record what's needed, and nothing else
Tell us which calls you need to record, and why. We'll build the dial plan that only records those, with the announcement in front of them.