Call Recordings
Quality control and compliance are now crucial components of contact centre setups. This increasing demand can be met via call recordings that can be afterwards reviewed and assessed with the aid of speech analysis in order to ascertain whether agents are adhering to call flows, developing rapport, proposing cross-sell products, regulating the call, delivering accurate information, etc. Additionally, they are utilised for teaching sessions and the quality rating of an agent's performance. Call recordings provide a direct, unbiased record of the client experience, making them a valuable source of data that can be utilised to optimise operations and the quality of services offered.
Types of Recordings
- Mono Standard recording (8 kbps)
- Mono High Quality recording (32 kbps)
- Stereo Standard recording (12 kbps per channel i.e. 24 kbps)
- Stereo High Quality recording (32 kbps per channel i.e. 64 kbps)
In case you had a successful inbound call where your user spoke to the caller, you would be able to play your call recording in your inbox (within a few minutes of the call).
How to enable/configure Call recording?
- Go to App Bazar
- Go to the Installed Apps page
- Click on the 'Edit call app' link of the required app (which handles calls to your Exotel number)
- Navigate to the Connect applet
- Check the 'Record this call?' option
If you haven't enabled this option the calls will not be recorded.
How to enable/configure Stereo and High Quality recording?
- The HQ recording feature will be available to the tenant, both in API and Dashboard, after enabling it for the account.
- Without activation, the recording option appears as below in the connect applet. When the HQ recording is not enabled and the box for “Record this call?” is checked, the Recording Format parameter will not be visible and by default standard MP3 recording format will be selected.
- The Recording channels as Single will enable Mono Standard Recording and Stereo Standard Recording can be enabled just by selecting Dual in recording channels.
Stereo standard recording can be enabled for click2call.
- If further superior quality is required(32kbps and 64kbps) ,HQ recording flag is enabled and the RecordingFormat parameter will be populated.
- High Quality recording:
This feature is not be available by default for all accounts . If you are not able to see them in the Connect Applet, drop a mail to [email protected] or talk to your Account Manager.
Currently, Record and Recording Channels parameters are provided in the Outgoing call connecting number API. With HQ recording, a new Recording Format can also be provided with the option of MP3 HQ and RAW format.
Sample Request
curl --location --request POST 'https://<api_key>:<api_token>@api.exotel.com/v1/Accounts/<AccountSID>/Calls/connect.json?From=<callingnumber>&To=<Callednumber>&CallerId=<Exophone>&Record=true&RecordingChannels=dual&RecordingFormat=mp3-hq' --header 'Content-Type: application/json'StatusCallback
The recordingURL can be accessed from the statuscallback after the call is completed.
How long will Exotel store the call recordings?
Quality control and compliance are now crucial components of contact centre setups.A useful source of information that may be used to improve operations and the calibre of services provided, call recordings give a direct, unbiased account of the client experience.Call recordings that are later examined and evaluated with the use of speech analysis can be used to satisfy this growing need in order to determine whether agents are following conversation flows, building rapport, suggesting cross-sell items, managing the call, providing accurate information, etc. They are also used for training sessions and to rate the effectiveness of an agent's work.
Storage availability :
The call recordings are kept on file for up to 6 months (180 days) after the call date. This indicates that you have up to six months to download, stream, and listen to call recordings from your Exotel dashboard.
The message in your inbox will still be there after six months, but you won't be able to download the recordings.
Additionally, we advise you to download the recordings in bulk and save them on your server or computer.
Why am I unable to listen to my call recording?
Sometimes you may notice a recording that says "This call recording does not exist....". This happens because you may have not checked the Record this call? option in your custom app. To change it -
- Go to App Bazar
- Go to the Installed Apps page
- Click on the 'Edit call app' link of the required app (which handles calls to your Exotel number)
- Navigate to the Connect applet
- Check the 'Record this call?' option
For an incoming call, my URL gets a GET call which has the recording URL. Is there a way to get the URL of the outgoing call recording as well?
You can use the statuscallback parameter in the outgoing call API and define the statuscallbackevents to the terminal which would trigger the call details once the call is completed.
An alternate way is to download the call reports (which is a CSV file) and parse them.
Call ReportsCall Reports
You can also implement the call details API for single or bulk calls to access the call details and the recordings. Please refer here for more details.
Note: Reports do not have real-time data. Read more about reports here.
Watch a short video
If you cannot play a call recording