Call Recording Set Up

Groove Setup

Groove Admin can set up Call Recording. 

1. From MANAGE MY ORG (here) select the users you want to set up call recording for.

2. Click Actions > Update call recording settings for selected users. 

3. Make your selections.

Call recording can be activated on a per-user basis by the Groove admin, by choosing one of the three options below: 

• Enforce Call Recording: Call recording is enforced for every call a user makes (besides for calls made to states with two-party consent laws).

• Enable Optional Call Recording: User can turn call recording on/off 

• Disable Call Recording: Call recording is deactivated for the user/s

• Check out how your users interact with call recording here.

   

  When a call is recorded, Groove stores the URL of the call record internally, so it can be replayed from Groove's call analytics page. 

   

  Alternatively, you can create a field in Salesforce called "Call Recording URL" on the Task object so Groove will automatically save the URL of the call record in that field after the user created a call log in Salesforce (using Groove Dialer).  The API name must be "call_recording_url__c" and the field type must be "URL"; the respective user must also have read/write permissions to the field.

   

  How to Access and Download Recordings?

  From Groove

   

  You can find and play your recorded calls from your Groove Call Analytics, within the Call Log at the bottom, as shown below:

   

   
  

   

  Note: Users can access their own recordings, and analysts, team leads, and admins can access the recordings of everyone whose analytics they can view.

   

  Download your recordings from Groove:

   

  1. Click the play button (shown below) 

  2. Click the 3 vertical dots on the recording

  3. Click download

  

  From Salesforce

  You can also access your recorded calls from Salesforce, if the Salesforce setup above has been completed.

   

  The recordings will show up on each logged call as a clickable link on the Activity.

   

  Download your recordings from Salesforce:

   

  1. Click the recordings URL in the comments section of the Activity (shown below)

  2. Click the 3 vertical dots on the recording

  3. Click download

      

  

   

  Groove will delete call recordings after 30 days automatically. That way you don't have to worry about accruing costs for call recordings. If you wish to keep call recordings on file, we recommend you store the call in a dedicated repository. 

   

  Call Recording Compliance

  Groove does not record calls made into states and countries that have what's known as two-party consent laws. Make sure that all users are aware of regulations that apply in the respective country or US state. There are a number of states that require two-party consent, in which both parties to the call need to agree to the recording. This is:

   

  • Prior verbal (oral) or written notification of all parties to the telephone conversation.

  • Verbal (oral) notification before the recording is made. This is the most commonly used type.

   

  States and countries that have two-party consent laws:
  ​

  ​USA
  ​California, Connecticut, Delaware, Florida, Hawaii, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, Washington

   

  Canada
  ​Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan, Yukon, Non-Geographic, Other Canada Area codes: ‘600’, ‘622’
  ​
  ​Other Countries

  Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, CzechRepublic, Denmark, Estonia, Finland, France, Gibraltar, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, ​Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

   

  One Sided Call Recording

  Not all states or countries permit call recording without two-party consent, and obtaining that consent isn't always feasible. To address this, you can opt for one-sided call recording, giving organizations the best of both worlds: effective coaching and legal compliance.

  If your reps are using Groove Dialer today, you can now have them record their phone calls for your training and coaching purposes.

   

  Call Recording Admin Set Up

   

  1. Go to Manage My Org and select the users you want to set up call recording for.

  2. Click Actions > Update call recording settings for selected users. 

  3. Make your selections.

   

   

   

  Call recording can be activated on a per-user basis by the Groove Admin by choosing recording options.

   

  Recording mode for two-party consent regions

   

  • Force two-way: All calls are always recorded on both sides. A message plays at the start to inform everyone that the call is being recorded for quality purposes.

  • Optional two-way: Both sides are recorded if all parties consent.

  • Force one-way only: Your team's side is always recorded. The other party's side is never recorded.

  • Disable all recordings: Calls in two-party consent regions are not recorded. Recording is completely disabled for both sides.

   

  Recording mode for one-party consent regions 

   

  • Force two-way: All calls are recorded on both sides automatically.

  • Optional two-way: Both sides are recorded if all parties consent.

  • Disable all recordings: No calls in one-party consent regions are recorded. Recording is completely disabled for both sides.

   

  When a call is recorded, Groove stores the URL of the call record internally, so it can be replayed from Groove's call analytics page. 

   

  Alternatively, you can create a field in Salesforce called "Call Recording URL" on the Task object so Groove will automatically save the URL of the call record in that field after the user creates a call log in Salesforce (using Groove Dialer):

   

  • The API name must be "call_recording_url__c" 
  • The field type must be "URL"
  • The respective user must also have read/write permissions to the field