How to Configure and Work with Call Recordings in Elevate (Admins)

1. Log into CONTROL PANEL as the account owner.

2. Navigate to Services > Elevate at the top of the screen.

3. Select General from the left navigation pane.

4. Scroll to the Call Recording section in the General Settings.

5. Enable call recording by checking the appropriate box.

6. Additional configuration options will appear, such as:

   • Recording notifications

   • Pause notifications

   • Recording tones

7. Accept the terms by ticking the corresponding checkbox.

8. Click Save changes to apply.
    

Using Automatic Call Recording

User Recording Settings

For individual users, it is possible to specify whether to record all inbound calls, outbound calls, or both. This is done by selecting the appropriate option from the dropdown menu in call recording settings:

• Auto for inbound – records all inbound calls. Outbound calls that are not set to auto-recording can still be recorded on-demand.
• Auto for outbound – records all outbound calls. Inbound calls that are not set to auto-recording can still be recorded on-demand.
• Auto for all calls – records both inbound and outbound calls.

Hunt Group Recording Settings

Hunt Groups use a fixed setting of Auto for all calls. All calls routed to the group are recorded automatically.

Note: users can pause or resume automatic call recordings during a call using #0 or via recording controls in the Elevate Desktop app or the Elevate Desktop Plugin for Teams. If account owners do not want agents to control Hunt Group call recordings, they should contact Support or their Sales representative to have this feature disabled.

Announcements and Compliance

If enabled, a voice prompt Your call is being recorded plays when recording starts. Administrators can enable or disable this prompt based on local compliance needs.

Note: state and regional laws may vary. Administrators should review local regulations to determine whether call‑recording announcements are required.

Accessing Recordings

When a call ends—or when recording is manually stopped—an .mp3 file of the recording is delivered to the user via email.

For Hunt Group calls, recordings are saved under the group’s Call Recordings settings for later review and management.

Enable Call Recordings for Hunt Groups

Call Recording for Hunt Groups allows recording of all calls received to the specific Hunt Group. Just enabling recording on CONTROL PANEL does not turn on Automatic Recording for your Hunt Groups and this will need to be enabled on each Hunt Group you wish to record.

To enable it:

1. Click the Groups tab, then click on the name of the Hunt Group you wish to enable call recording for.

2. Click Enable to the right from Call recordings are disabled, then click Save Changes at the bottom of the page to commit the setting.

Enabling AI Call Recap for Hunt Groups

1. In the same Hunt Group settings page, open the Call recording tab.
2. Select the checkbox AI Call Recap.
3. Click Save changes to confirm.

After enabling AI Call Recap, recorded Hunt Group calls will be automatically processed to generate AI-based transcriptions and summaries. These AI insights can be viewed in the Archiving portal by Administrators and Managers.

 

Manage Call Recordings for Hunt Groups

Once Call Recording is enabled on the hunt group, any inbound calls to the Hunt Group will automatically be recorded and stored in the Call Recordings section of the Hunt Group settings.

To view the call recordings:

1. Click Hunt Groups then click on the name of the Hunt Group you want to view Call Recordings for
2. In the main window on the right, you are presented with a list of all Call Recordings saved for this group. Here you can:
   • Listen to a recording by clicking the Playbutton.
     • On the next window, you will be able to play the recording, as well as have additional options to Forward the recording, or Download the recording as a .mp3 file.
   • Forward a recording by clicking the Forwardbutton.
     • On the next window you can enter one or more email addresses to send the recording to; click the Forward button at the bottom to send the email.

Finding/Downloading Call Recordings

To find and download call recordings one by one or in bulk, navigate to the Call Recordings section and run a search for the desired user or Hunt Group.

Once the needed call recordings have been found, they can be downloaded by placing a checkmark in the box next to the desired call recordings and then clicking on the Download button.
An archived zip file, with the filename archive.zip, will be downloaded to your browser's downloads folder. The archived folder contains .mp3 files of all the recordings. The audio file name is formatted to include the phone number, date and time of the call recording.

When a call ends or a recording is stopped, an .mp3 file of the recording will be delivered via email to the end user who initiated the recording.

Call Recordings notifications

• For On-Demand Call Recording:

When the call is ended or recording stopped, an .mp3 file of recording is delivered to the end user who initiated the recording via email.

Note: The email address that is set for user voicemail will be used for call recording files. If a recorded call was too long (~more than 2 hrs) it may not be delivered by your email provider due to attachment size limitation which is usually around 25 MB.

• For Automatic Call recording in Hunt Groups:

You can enable Email Notifications for calls received to the Hunt Group:

1. Click on the Call recordings tab from the Hunt Group settings.
2. Next to the Call Recordings option, click Notifications not set up.
3. Check the Email box, then enter your preferred email in the text box below.
4. Click Save changes at the bottom of the window to commit the settings.

Call Recordings storage information

• Each User or Resource, when receiving and recording direct phone calls, has up to 90 days or 48 hours of storage time
• Each Hunt Group may store up to 100 hours of Agent call recordings.
• Each Advanced Hunt Group may store up to 200 hours of Agent call recordings.
• A warning email will be sent to the user when storage reaches 80%, 90% and 100% of capacity. If the autodelete option wasn't activated for a user or a Hunt Group, once capacity has been reached, older call recordings will not be overwritten, so the storage will need to be cleared out. Additionally, when capacity has been reached, and a new call is recorded, it will not be stored on the account, however, if the customer has the option enabled to send an email notification with the recorded files, they will still receive that email containing the call recording.

Note: if Call recordings are enabled for both the Basic/Advanсed Hunt Group and for the agent (i.e. the user) who is a member of this group, the calls will be recorded for both of them: for the group and for the user.

Call Recording Settings

Call Recording Types:

• On-Demand
• Automatic inbound only
• Automatic outbound only
• Automatic for all calls
• Disabled

1. To access the new Call Recording settings, open the User in CONTROL PANEL and go to Elevate > Call Recording.
2. The Call Recording field allows the user to choose which calls will be recorded. Options include On demand, Auto for inbound, Auto for outbound, Auto for all calls or Disabled.
   
    

   

3. The Auto-Delete field lets the Admin choose how long the recordings will be saved on Company Server.