Enabling Call Recording for Inbound Calls

Objective

Turning on call recording for 8x8 Contact Center inbound calls.

Applies To

• 8x8 Contact Center
• Contact Center Configuration Manager
• Inbound Calls 
• Call Recording

Procedure

Inbound call recordings are configured at the Queue level. Each queue must be updated separately.

1. Log in to Contact Center Configuration Manager as an administrator.
2. Click Queues/Skills.
3. Click Edit (pencil icon).
4. Under Properties navigate to Voice Recording.
   
5. Enter the percentage of calls to be recorded. 
6. Click Save.

Additional Information

Call Recording can also be turned on at the Agent level and Script level. 

Enabling call recordings at the script level will overwrite agent and queue settings. Enabling call recordings on the queue level overwrites the agent setting.