Setting Up Call Recording

This article walks you through switching call recording on for your account, changing how long recordings are stored, and switching recording off again. All three tasks live on the Call Recordings page in the CommPeak Portal Cloud PBX & Dialer menu.

What you need before you start

Activation has three requirements:

• You must be the primary account holder or a delegate the account holder has authorized. Other users cannot switch recording on or off, or change the retention period.
• Every identity on your account must hold Approved status. CommPeak suspends recording automatically on any identity that loses Approved status, including identities you add later.
• You must accept the Call Recording & Data Retention Terms and Conditions during activation.
  You also need your account password. The CommPeak Portal asks for it before it activates recording, before it deactivates recording, and before it applies a retention change.

Activating recording for your account

Activation runs as a three-step flow.

1. Go to Cloud PBX & Dialer > Call Recordings.
2. Click Enable call recording.
3. Review the identities listed under Service provisioning requirements, then click Begin activation.

Setting the use case and disclosure

1. Select your Primary business purpose from the drop-down. The options are:
   • Internal quality assurance & agent training
   • Dispute resolution and order verification
   • Regulatory compliance (e.g. FCA, MiFID II, FINRA)
   • Fraud prevention & security investigations
   • Other - please specify.
2. Select Enable call recording for all calls across all departments. When on, every inbound, outbound, and internal call placed through CommPeak Dialer and Cloud PBX is recorded.
3. Select the disclosure acknowledgment to confirm that you handle disclosure to call participants yourself, off the CommPeak platform.
4. Click Continue.

Choosing the retention period

1. Select how long CommPeak retains your recordings before automatic deletion: 60 days, 3 months (90 days), 6 months (180 days), or 1 year (365 days).
2. Click Continue.

Your choice drives the storage line on your invoice. For what each period costs you, see Call Recording: Billing, Storage, and Compliance.

Accepting the policy and activating

1. Click Recording Acceptable Use Policy and scroll to the end of the agreement. The Accept button becomes active only when you reach the end.
2. Click Accept, then select I agree to the Recording Acceptable Use Policy and the recording-specific terms.
3. Click Activate call recording.
4. Enter your account password in the Confirm activation dialog, then click Activate.

Recording starts on calls placed after activation. CommPeak does not record calls already in progress.

Changing your retention period

You can change the retention period at any time after activation.

1. Go to Settings > Call Recordings.

2. Under Data Retention Period for Recordings, select a period from the drop-down.

3. Click Update.

4. Enter your account password in the Confirm retention change dialog, then click Confirm change.

Encrypting your recordings

To encrypt your recordings with keys only you control, go to Settings > Recordings Encryption.

Turning off call recording

Deactivation switches the feature off for your account right away.

1. Go to Settings > Call Recordings.
2. Click Deactivate call recording.
3. Enter your account password, then click Deactivate.

While recording is off:

• CommPeak does not record new calls.
• Recordings you already made are not deleted. They remain available until the end of their retention period, and storage charges continue to apply. See Call Recording: Billing, Storage, and Compliance.
• You can enable recording again at any time. Only calls placed after you re-enable it are recorded.