Overview of the Call Recording (CRS) Settings

The Call Recordings plugin allows you to configure the following default settings:

• Call Recordings
• Dual Recordings
• Global Inbound Call Settings
• Global Outbound Call Settings
• Pause Recordings
• Pause Recording Behavior

To leverage the full functionality of the call recordings plugin, you must enable the global call recordings settings within your Twilio Flex contact center.

Additionally, we require you to disable the native call recordings settings within the Twilio console to prevent Twilio from recording calls that have not been configured to be recorded within the call recordings plugin. 

Please navigate to the voice settings of the Twilio Flex within the Twilio console to disable the native call recordings. 

Enabling this feature allows you to obtain a recording of your call with two distinct channels for the customer and agent. One channel captures the customer's voice, and the other channel records the agent's voice. Dual recordings allows for better call transcriptions and processing of call recordings for other third-party services.

Configure global inbound call recording settings.

By default, the global inbound call settings are configured to automatically record all inbound calls. We will use the default settings if no advanced configurations are configured for specific queues.

You can select between the following options: 

• "Automatically records all inbound calls" This setting will automatically initiate the recording process whenever there is an inbound call. It serves as a default configuration for call queues without any specific customizations.

• "Manually enable inbound call recordings" This setting disables theautomatic call recording when receiving an incoming calls and instead, and allows users to choose to enable call recording manually after connecting with a customer.

• "Disable all inbound call recordings" By enabling this option, call recordings will be globally disabled for all incoming calls. It serves as the default configuration for call queues without any specific customizations.

Configure global outbound call recording settings.

By default, the global outbound call settings are configured to automatically record all outbound calls. We will use the default settings if no advanced configurations are configured for specific queues.

You can select between the following options: 

• "Automatically record all outbound calls" will enable call recordings automatically globally, if no advanced configurations are defined for specific queues.

• "Manually enable outbound call recordingsto allow agents to turn on call recordings manually after connecting with the outbound contact

• "Disable all outbound call recordings" will prevent any outbound call recordings globally, if no advanced configurations are defined for specific queues 

Enable to allow agents to pause and unpause active voice call recordings.

The "Pause Recordings" feature, once enabled in the call recordings plugin, allows agents the capability to pause and resume call recordings as needed. However, please note that this will only work if the call is being recorded based on your configurations.

By utilizing this feature, agents gain greater control over the recording process, ensuring that sensitive or confidential information is not recorded when necessary. This added level of flexibility significantly enhances the overall call recording management experience, contributing to both regulatory compliance and adherence to organizational policies.

When this feature is enabled, agents will view be able view the pause button on agent desktop. When agents choose to pause the call recording, a notification message will be displayed to inform them that the recording is currently paused. The message will also remind them to resume recording once they have completed the necessary actions or conversation.

The pause recording behavior feature allows you to customize how Twilio handles pauses during the call recording process within your Twilio Flex contact center.

Upon enabling this feature, you are presented with two distinct options to choose from:

• "Record silence when paused": This option ensures that during pauses in the conversation, no audio is recorded, allowing for uninterrupted playback. The call recording retains the paused sections without any trimming.

• "Skip when paused": Opting for this option will trim the paused sections from the call recording. As a result, the playback will skip over the silent portions, providing a more concise and streamlined recording.

By offering these choices, Twilio Flex enables you to tailor the call recording behavior according to your specific requirements and operational preferences, enhancing the overall efficiency and accuracy of your call recording processes.