Expand all | Collapse all

Call Recordings

  • 1.  Call Recordings

    GCAP Member
    Posted 03-14-2019 08:05
    We have our agents and workgroups set to record all calls.  Is there a way to limit who can retrieve and listen to those recordings?
    Currently, anyone with an Admin role can pull these recordings. Admin is the only role I have found that allows the user to listen to recorded calls in ICBM.  We would like to know if there is a way for a Supervisor role to be be able to pull the recordings, but only from their direct reports.  We do not want managers pulling calls from other departments.  There is a place in Administrator to set a supervisor of a workgroup.  We would like to be able to set the supervisor and then allow that person access to only that workgroups phone recordings.

    Thanks for the help!

    Niki Mason
    Our Sunday Visitor

  • 2.  RE: Call Recordings

    Posted 03-14-2019 08:23
    Hi Niki,

    You can do this by using Recording Policy Editor on IA.
    Once you open the editor, go to security tab and you can define here who can listen to what type of calls.
    You can define as many different policies you require.

    Hope this helps.


    Vineet Kakroo
    FIL Investment Management Ltd