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System Services
Configuring voicemail, external agent, conference, recording, e-mail, SMS, IP desk phone, queue callback, and prompts
Recording
It's possible to record calls in Sinch Contact Pro. Recording can happen automatically, either with or without the agent knowing, or starting the recording can be left to the users. Recording can be defined on different levels: for users or queues.

System Services
Configuring voicemail, external agent, conference, recording, e-mail, SMS, IP desk phone, queue callback, and prompts
- Voicemail
- Configuring External Agent Settings
- Configuring CMC Settings
- Configuring Conference Settings
- Recording
  It's possible to record calls in Sinch Contact Pro. Recording can happen automatically, either with or without the agent knowing, or starting the recording can be left to the users. Recording can be defined on different levels: for users or queues.
- Configuring System E-Mail Settings
- Chats
- Configuring S3 Storage Folders
  In the S3 assignment block, Sinch configures the storage for chat and email attachments and call recordings for the cloud customers.
- Launchpad and web chat
- Configuring SMS Settings
- Configuring Batch Job Server (BJS) Settings
- Configuring IP Desk Phone Settings
- Queue Callback
- Defining Location for Prompts
- Configuring Emergency Locations
  You use this procedure to configure Inteliquent credentials, emergency numbers, and notification numbers and addresses.
- Configuring Simple Notification Service Settings
  In the Simple Notification Service (SNS) settings, Sinch configures settings for sending push notifications to the user's mobile device for cloud customers. These settings are only used for the mobile app when it's released.

Recording

It's possible to record calls in Sinch Contact Pro. Recording can happen automatically, either with or without the agent knowing, or starting the recording can be left to the users. Recording can be defined on different levels: for users or queues.

Note:

The legislation related to data protection and privacy varies in different countries. You may need to inform the other party that a call is being recorded. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to these issues.

It is possible to ask for customer consent for call recording with a consent IVR, or import them from an external system.

Call recordings can be automatically copied from Sinch to your own AWS S3 bucket.

In System Services > Recording Settings you can configure the following items

General Information

Recording Settings

The use of recording in your system involves defining the recording mode :

The option Specified for User, Queue or Campaign enables that recording can be defined for users or queues. You must still activate recording for each user or queue.

If both queue recording and user recording are activated, two separate recordings are created.
If you force the recording (the options Forced (All Users) and Forced and Hidden (All Users)), all calls are recorded and you do not have to define any other recording settings.