Selective call recording allows you to legally evaluate your team's conversations for training and quality purposes while remaining compliant with CNIL guidelines. In this guide, you’ll learn how to configure selective call recording percentages on your IVRs and for individual users, as well as how to troubleshoot recording issues.

Prerequisites

This feature can only be configured and managed by account administrators.

Setting up a call recording volume

1. Understand workplace compliance (CNIL)

According to the policy adopted by the CNIL, call recording in the workplace is strictly regulated.

Recognized necessity: Call recording may only occur in cases of recognized necessity and must be used exclusively for training and evaluation purposes.
No continuous recording: An employer is not permitted to implement continuous call recording. Instead, you must put a system of selective call recording in place.

2. Configure selective recording on your IVR

Set up recording rules on your Interactive Voice Response (IVR) system to selectively capture incoming customer calls.

Go to the IVRs page.
Select the IVR for which you wish to modify settings.
Activate "Allow to record" and enable "Default recording".
Indicate the percentage of calls to be recorded on this IVR.

3. Set recording percentages for individual users

You can customize the volume of recorded calls on a user-by-user basis to keep your training evaluations highly targeted.

Go to the Users page.
Select the user for whom you wish to set the percentage of recorded calls.
Click on Permissions.
Scroll down to the "Recording and supervision" section.
Activate "Allow to record".
Select a percentage from the drop-down menu beside "Call recording volume".

💡 You also have the option to apply these settings to other users in bulk to save time.

4. Troubleshoot incomplete call recordings

If you notice that your call recordings are being cut off before the full call duration, review these troubleshooting steps:

Verify recording settings: Double-check that call recording is properly enabled in your dashboard.
Check recording volume: Ensure the recording volume is set to 100% for complete recordings.
Look for accidental deactivation: Confirm whether recordings might have been accidentally turned off.
Contact support: If the issue persists, it may be due to a technical backend problem. Contact Ringover support with specific Call IDs for further investigation.

🎉 You now know how to set up selective call recording and can ensure regulatory compliance while maintaining high training standards!