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Record Calls in the Call Center Client

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NOTE: To use this feature, you must have TPx’s Hosted Call Recording service assigned and configured. For more information, contact your company administrator.

With the Call Center client, you can record calls manually or have the system automatically record your calls. Depending on your Call Recording mode, Call Center may allow you to manually start, pause, resume, or stop recording a call.

When a call is being recorded, the Recording state message appears on the line for the call.

Call-Center-Recording-Call-Being-Recorded

Start Call Recording

NOTE: To manually record calls, your Call Recording service mode must be set to On Demand or On Demand with User Initiated Start.

To record a call, select the call in the Call Console and click RECORD.

In the On Demand mode, the call is recorded from the beginning, and you have to request the recording before the end of the call in order to keep the recording. In the On Demand with User Initiated Start mode, the recording starts from the moment you click the Record button.

Pause and Resume Call Recording

NOTE: To pause and resume recordings, your Call Recording service mode must be set to On Demand, On Demand with User Initiated Start, or Always with Pause/Resume.

To pause a recording, select a call that is being recorded in the Call Console and click PAUSE. The recording pauses until you resume it or the call ends.

To resume a paused recording, select a call whose recording has been paused in the Call Console and click RESUME.

When you pause and resume a recording, only one call recording is generated for the call.

Stop Call Recording

NOTE: To stop recording, your Call Recording service mode must be set to On Demand with User Initiated Start.

To stop recording a call, select the call that is being recorded (or whose recording has been paused) in the Call Console and click STOP.

If you click Start after a call recording has been stopped, a separate recording is created.

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