The manager can perform the following actions using the Call Recording feature in the Remote Coach tab:
- Record the Sales Rep's Calls.
- Provide Sales Reps permission to Record, View and Delete Call Recordings.
- Prohibit calls from being recorded in 2 Party Consent States (this is based on the area code of the phone number being dialed).
- Play and Rate the Sales Rep's recorded calls.
- Share, Download & Tag the Call Recordings
- Delete the Call Recordings
In order to set up the permissions, navigate to Remote Coach » Call Recordings tab. The Call Recording Settings section will be displayed, where you can provide permissions for the Sales Reps.
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Record Calls – Select this option to record the calls of the User/Sales Reps. On enabling this option, both sides of the call (Talker & Prospect) will be recorded. Also, the below tool tip information will be displayed when hovering over the NOTE: The Record icon |
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Record User Audio Only – Telephone call recording is strictly regulated in many states to safeguard the privacy of telephone users. Hence, Koncert has provided this option to prohibit the call recording for those 2 Party Consent states requiring 2 party consent. On selecting this option, User side calls will only be recorded but not the Prospect side. Refer to the article Prohibit call recording for 2 Party Consent States for detailed information on how to prohibit call recording for 2 Party Consent States. |
NOTE:
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- The following options will be selected automatically when the Record Calls checkbox is selected.
- Record User Audio Only
- User Permissions - View Recordings
- The following options will be selected automatically when the Record Calls checkbox is selected.
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- You can also select/deselect the Record User Audio Only checkbox, for each user.
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User Permissions – Select the options to offer permissions to Sales Rep to turn the recording ON and OFF to view, play & rate those recordings, and to delete the recordings. |
Select this option to provide permission for the Sales Reps (users) to record their own calls. NOTE: Once you have permitted the user to record their own calls, a checkbox option ‘Allow My Phone Calls to be recorded’ will be made enable in the Settings » General tab » Advanced section for the user. Sales Reps (users) can now record their own calls by selecting the option “Record My Calls” in the Call Disposition window, while dialing. |
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Select this option to provide permission to the Sales Reps to view, play and rate their own recorded calls. |
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Select this option to provide permission to the Sales Reps to delete their own recorded calls in the View Call Recordings window. |
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.