If call recording is permitted for the tenant, you can specify the desired percentage of inbound, outbound, and direct agent access calls to record.
After completing this how-to, you will be able to set the call recording percentage for inbound and outbound calls for each agent individually
To configure phone settings in VCC Configuration Manager
- From the Configuration Menu, open Users.
Begin by Click or to add or edit an agent's account
After opening the user's profile, go to the "Phone" Tab.
On the middle of the page, there is a field "Automatic Call Recording". From there you can choose if you want to record inbound and outbound calls for a specific agent
If you have already configured the call recording settings on your Inbound and Outbound queues, by manually setting these call recording options for a specific user, these settings will override.