Cloud Phone System For Modern Businesses

How to Use Call Recording to Monitor Calls for Training, Quality Control

How to Use Call Recording to Monitor Calls for Training, Quality Control

Yeastar P-Series PBX SystemS-Series VoIP PBX, and Cloud PBX can all be set up to automatically detect every phone conversation made on your phone. You can record and listen to all inbound and outbound calls easily via intuitive interfaces. Better yet, call recording is free of charge on the P-Series and the S-Series.

Managing and monitoring call recordings offer your business several benefits including:

  • Training opportunities
  • Dispute resolution
  • Reviewing meeting notes, confirming order details
  • Compliance with regulations
  • Customer satisfaction

The ability to listen in to calls or play them back later is a useful feature for many types of organizations, and especially important for call centers. Read on for more details.

1. Training Tool

If your company has a sales team, you know that training new team members can be challenging and time-consuming. The ability to listen in on sales calls with new hires makes the training process easier. It helps to turn every customer conversation into a teaching moment and elevate customer services.

You can also keep recorded calls on file to provide real-world examples of what to do and what not to do. Say you have a tough question that customers repeatedly ask over the phone, keep call recordings that show how other salespeople handled that scenario.

Live call monitoring allows you to coach on the spot and guides the call so that there are no missed opportunities.

2. Dispute Resolution

Your best protection in a dispute with a customer is evidence.

With a call recording, you don’t have to speculate. A review of the conversation in question can prove what actually happen and save you time by avoiding any he said, she said conflicting reports.

You’ll also be saving money trying to make a situation right if you can prove that your business didn’t over promise and under deliver. The ability to record calls can cut down on fraud, or at least prove that someone is trying to take advantage of your business.

3. Review and Confirmation

You know what happens in a conference call. People sometimes talk over one another as you’re furiously taking notes trying to document what was agreed upon. You then confer with colleagues after the call to confirm the details and even then, it’s not quite how you remember it.

With call recording, you can just go back and listen to it again, on your own time. Hit pause to take notes and rewind it to hear something again. This way you don’t have to waste time and energy guessing what someone said.

The same goes for sales calls. You can avoid putting in the wrong order by listening to your call with the customer to confirm order details before anything ships out the door.

4. Regulation Compliance

Depending on what industry that you’re in, government agencies may mandate that you record phone calls for compliance with their regulations.

Check with your local, state, or federal laws to see if call recording is mandatory for your business.

5. Customer Satisfaction

Call recording and monitoring allow you to ensure that your company’s core values, code of conduct, and goals are being met by all associates in your organization.

Informing customers that calls are being recorded for quality purposes will give them peace of mind that they’re being taken care of and that they’ll have recourse if service doesn’t live up to their expectations.

Call recording can help your business become more efficient, serve your customers better, reduce liabilities by counteracting fraud and disputes, and increase conversion rates on sales calls.

With call recording and monitoring, your business will gain access to invaluable information to pinpoint issues in your business and provide you with a great way to properly train your employees so that they’re performing their best and keeping customers happy.


Advanced Call Recording Feature on Yeastar PBX

1) Auto or One-Touch Call Recording

Yeastar PBX System allows you to easily record incoming and outgoing calls automatically and without having to rely on 3rd-party recording apps. You can enable call recording for internal calls, external calls, and conference calls, either by system-wide or by meeting some filter criteria like a certain extension or phone line. Voice prompt can be set up to notify the start or the end of the recording.

One-touch call recording is also supported for easy instant recording. Simply by dialing the pre-defined feature code or Press the “Record” icon on the Linkus Desktop/Mobile Softphone ( free unified communications app designed to work with Yeastar PBX ), you can easily start recording during a call.

2) Easy Recording Files Management

Recording files playback and management are easy with Yeastar PBX as well. On the PBX’s web user interface, you can search recordings by time, the caller (extension or external number), the callee, trunks and etc, which makes it easy for you to download, delete or listen to certain recordings.

For individual extension users, Linkus desktop and mobile softphone also provide an intuitive interface for users to listen to their recordings anywhere anytime.Search Recordings on Yeastar Web Interface

Search Recordings on Yeastar Web Interface

Step-by-Step Configuration Guide

For detailed information on how to set up call recording features, please refer to our configuration guide.

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

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