Call Recording
Overview
Call recording in Sharpen allows organizations to capture agent interactions for quality assurance, compliance, training, and dispute resolution purposes. Recording can be configured across three areas of the platform, Inbound Routes, Extensions, and Queues, each offering control over when and how recordings are triggered. Administrators can also manage whether agents are permitted to manually start or stop recordings through User Group settings. Because recording behavior is determined at each stage of a call's routing path, it is important to ensure settings are configured consistently across all three areas to avoid gaps in coverage.
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Call Recording Configuration Best Practices
It is important to ensure your call recording settings are configured consistently across all areas of the Sharpen platform to meet your organization's needs.
Call recording behavior is determined by the settings applied at each stage of a call's routing path. For example, if call recording is set to “Always” on an “Inbound Route” and a “Queue,” but the call is subsequently transferred to an extension configured as “On Demand,” recording will not continue automatically; the agent on that extension would need to manually start the recording.
If your organization requires all calls to be recorded, it is strongly recommended to set call recording to "Always" across all of the following:
Inbound Routes
Queues
User Extensions
This ensures there are no gaps in recording coverage regardless of how a call is routed or transferred.
Configuration(s)
Call Recording via Inbound Route
Log in to the Sharpen Portal and navigate to Admin > Configuration > Inbound Routes.
Locate the Inbound Route you want to configure and click Edit.
Find the Call Recording field and select one of the following options:
Recording Type | Description |
|---|---|
On Demand | Recording is off by default. During an active call, dial *9 to begin recording. |
Always | Recording is on by default for all calls. During an active call, dial *9 to stop recording. |
Call Recording via Extension
Log in to the Sharpen Portal as an administrator and navigate to Admin > Configuration > Extensions.
Select the Extension you want to configure.
Scroll down to the Call Recording field and select one of the following options:
Recording Type | Description |
|---|---|
On Demand | Recording is off by default. During an active call, dial *9 to begin recording. |
Always | Recording is on by default for all calls. During an active call, dial *9 to stop recording. |
Call Recording via Queue
Log in to the Sharpen Portal as an administrator and navigate to Admin > Configuration > Sharpen Q.
Select the Queue you want to configure.
Scroll down to the Call Recording field and select one of the following options:
Recording Type | Description |
|---|---|
Automatic | Recording begins automatically when a call starts. To stop recording during an active call, click the Stop Recording button within Sharpen Q. |
Managing Agent Call Recording Permissions by User Group
The ability for agents to start or stop call recordings can be controlled at the user group level.
Log in to the Sharpen Portal as an administrator and navigate to Admin > Settings > User Groups.
Select the User Group you want to configure.
Scroll to the Queue Agent Settings section near the bottom of the page.
Locate the Allow Agent to Start/Stop Recording option and set it to one of the following:
Yes—Agents in this group are permitted to start and stop call recordings.
No—Agents in this group cannot start or stop call recordings.
Recording Type | Description |
|---|---|
On Demand | Recording is off by default. To begin recording during an active call, click the Start Recording button within Sharpen Q. |
Related Articles
This article is part of a series on Admin Configuration topics.