Any recording of a call is terminated when that call is Blind Transferred or Warm Transferred or placed on Hold. This guide explains how to continue those recordings.
Recording Blind Transferred Calls
The best way to record the call after transferring it is to Blind Transfer the call internally in your company to a turboDial Inbound Number that has been configured to record inbound calls. The Blind Transfer will preserve the Caller ID number and allow the transferred call to be correctly associated with a Contact Record. The recording link will be saved in the Call Note Record and that Record will be saved on the Contact Record.
Specific steps to successfully record transferred calls:
- First, acquire an inbound number in turboDial for each of your agents, and configure each of those numbers to always record inbound calls.
- Next, configure your agents in Infusionsoft to include their turboDial inbound number in their User record phone field.
- Then when you transfer a call to an agent, transfer it via ICOM to the inbound number for that agent.
A call that is blind transferred to an outside (non-turboDial) number cannot be recorded.
Recording Warm Transferred Calls
A warm transfer behaves the same as a conference call. Please see the next section.
Recording Conference Calls
Conference Calls will be recorded if one of the calls you joined into the conference was already being recorded.
If a Conference Call is recorded then after the conference ends you will find a Call Note Record on the Contact Record for the contact associated with the call that was being recorded. If both calls joined to the conference were being recorded then the Call Note Record for the Conference recording will be associated with the contact whose call was placed on Hold first.
The Conference Call note record will have a title of turboDial: Conference Call – Recorded
Recording Calls Resumed from Hold
A recorded call that is placed on Hold will continue with a new recording once the called is picked back up from Hold. You will find an additional Call Note Record on the Contact Record for the contact associated with the call that was being recorded.
The Call note record will have a title of turboDial: Resume Call off Hold – Recorded