Call Recording allows your calls to be recorded. Call Recording begins at the moment a call is bridged to you and stops when you or the customer ends the call.Anything that the customer hears or says is recorded. If you place a customer on hold and speak with a supervisor on a separate line (for example when initiating a warm-transfer) the customer will not hear your conversation. However, if you conference the supervisor and customer together in a 3-ways conference, anything that the customer hears will be recorded.
If you transfer a call to any 10-digit number via phonebook or manual transfer, the call may continue to be recorded even after you have left the call.
If you have Direct line enabled, your Direct line calls will be recorded.
Calls between you and other agents during a warm transfer can be recorded if the feature is enabled by your manager.
