+1 800.462.8694 U.S. | +1 770.937.9735 Worldwide

Problems with Call Recording

Today, businesses take advantage of a variety of VoIP calling features, most of which are popularly and readily available from most providers.  But even when they’re from a large and established provider, your VoIP features can sometimes experience issues.  It’s important that these features are working efficiently in order for the investment in them to be worth it.  To make sure that you’re getting the most out of your features, we’ll be exploring common problems you may run into with them.  In this article we’ll discuss common problems with call recording and how you can address each of these issues.

Past call recordings aren’t saved

Whether you need them for quality assurance purposes or to follow-up on a missed detail, it’s important that your call recordings can be easily and readily available to listen to.  So if you realize that some of your calls can’t be access, you can find yourself in quite a predicament.

The primary reason you may not be able to access these calls is because of your provider’s preset limits. In order to save room on your system, most provider’s set limits on how long past calls are saved and accessible directly through your system.

For instance, for its virtual call center solution, Smart Queue, AVOXI stores call recordings for up to 15 days.  Up until this date, recordings can be downloaded and saved externally so they can be accessed anytime.  However, AVOXI offers options for storing recordings beyond the 15 day period. Additional minutes and pricing will vary depending on the amount of cumulative minutes you need.

The smallest tier option saves up to 100,000 minutes and cost $120 dollars per month. The largest tier holds over 8,000,000 minutes and will cost $2.90 per each 3000 minutes.  Usage per month is calculated on a 30 day cycle and billed accordingly.  We advise storing calls for the minimum amount of time needed or required by law (if applicable) in order to avoid unnecessary storage.

Issues saving and listening to call recordings offline

Saving call recordings is extremely important for all businesses.  They’re used for a number of reasons including training purposes and for referencing old customer information.  If you can’t successfully download these recorded calls for offline listening, you’ll need to troubleshoot the issue.

The issue may be that your provider doesn’t offer a downloadable file that is compatible with your computer or audio listening software.  Here at AVOXI, our audio files can be downloaded as WMV files which are compatible with Windows media player or QuickTime audio listening software.

If your call recordings aren’t working on your device, talk to your provider about their software recommendations.

Calls aren’t being recorded

When you have a large business with many extensions and phone numbers, it’s important that you’re correctly monitoring and managing all calls in order to ensure an efficient and positive experience for your customers.  So if you find that calls from specific phones aren’t being saved, you won’t be able to successfully monitor these call recordings. AVOXI offers a hosted call recording service in its AVOXI Core platform where you can select the number or extension you wish to record.

More than likely this is an easy fix taking into account the fact that you’re already signed up for the call recording feature.  Most phone numbers and extensions have their own settings that allow you to toggle and manage features and other important aspects associated with the account.  So if calls from a specific line aren’t being recorded, check that this feature is enabled through these settings.

Call recording is a must have feature for business of all sizes but it’s important that it’s setup correctly so you can get the most out of its capabilities.  If you experience any other issues with call recording or any other feature, contact your provider to see if they offer any troubleshooting tips or if they can alleviate the problem from their end.