Voice and Video as a channel can combine different add-ons depending on your business needs. To enable these add-ons, contact your dedicated Account Manager.
With Recording, you can record all voice and video communication. This means record calls with your customers and calls your end users have with one another over your platform.
Now, depending on where you use the recording add-on, you will enable it in different places.
- Set up recording for inbound calls when configuring your Voice number.
- To set up recording for Broadcast, do it when you create your broadcast campaign.
- To enable recording for Voice over API, set the recording parameter to true. Refer to Voice over API for more info.
- For SIP trunking recording, set it up when configuring your SIP trunk.
- For WebRTC, you have to set it up when creating tokens. Refer to Recording WebRTC Calls for more info.
COUNTRY REGULATIONS AND COMPLIANCE
Certain types of Voice and Video calls and call recordings might be subjected to specific country regulations. Before you set up and start using Voice and Video, make sure you've checked the country's telecom regulations.
Once recorded calls are saved, you can play, search, download, or delete them using the web interface or API.
To download, search, or delete recordings via API, refer to our Voice Recording API documentation.
To view your recordings in the web interface, navigate to Analyze > Recordings.
Through this page, you can also access the audio files created using the IVR Record Voicemail element.
All video recorded files are available for streaming. Additionally, you can set up the Enable download configuration and download your video files.
On this page, you can see the Source and Download columns. Source displays the status of playable files. Use the Play button to play the file in the web interface.
In the Source column you will usually see these statuses:
- Recorded - means the file is recorded by the Infobip platform
- Deleted - refers to recordings that are no longer available
- SFTP - this status means the file was uploaded to your SFTP server as defined in the Recordings tab in the Apps section. These files are not available for reproduction in the Infobip web interface.
The Download column shows whether certain files can be downloaded. For audio files, this is possible right away. For video files, additional time is needed for processing.
This column shows the following statuses:
- Ready - file is available for download
- Preparing - applicable for video-recorded files (also, shows that file processing is in progress)
- Deleted - means that the file is no longer available
- None - applies to video-recorded files only and in case the Source status is ''Recorded'', you can initiate the process and prepare the file for download. Once started, the status will change to ''Preparing''.
- SFTP - refers to video-recorded files that are uploaded to your SFTP server
During peak hours, recorded files might be available with a short delay. The delay depends on the traffic load on our platform.
Search Voice Recordings
In the web interface, under Analyze > Recordings you will see a list of audio and video files. Use different filters to ease your search for a particular file.
- DATE (Date, Start and End Date) – Sort out files based on when they were saved.
- SENDER (From) – Filter based on the sender.
- For inbound calls that would be the phone number of the end user who placed the call.
- For outbound calls that would be the caller ID you specified in Broadcast, Moments using Flow, or calls initiated by your voice platform.
- If using Video and Web and In-App Calls, it's the identity of the end user who initiated the call.
- TRANSFER TO – Filter based on where call was transferred to. When using Broadcast, IVR in Flow via Moments, or Voice messages over API, you can use the Transfer to and Forward Call features. With this filter, you can specify the phone numbers that you transferred the original call to.
- DIRECTION – Defines whether the voice call was inbound (initiated by the end user and forwarded by the Infobip platform to your premises) or outbound (initiated, on your behalf, by the Infobip platform towards end users).
- COMMUNICATION NAME – It's the name you defined while using Broadcast or Moments using Flow to send Voice.
- MIN AND MAX DURATION – Helps you narrow down your search using the minimum and maximum duration of the recorded audio file. You can define only one threshold or use both.
- MESSAGE ID – Filter based on message identification if you used Text-to-Speech and pre-recorded files to make calls over API.
- BULK ID – Filter based on bulk message identification if you used Text-to-Speech and pre-recorded files to make calls over API.
- SIP IP – If you are using the SIP Trunking feature, filter out calls based on IP addresses where you have enabled recording.
- VOICEMAIL NAME – Filter out audio files created using the IVR Record Voicemail element.
- AGENT NAME - Search based on the agent who handled the communication with the end user over Conversations.
- TRANSFER TO AGENT - Search based on the agent to whom the communication with the end user was transferred to over Conversations.
- CORRELATION ID - Search using the ID of the entire call communication through the Infobip platform.
- CONVERSATION ID - Search recorded agent conversations using the conversation ID.
- SOURCE STATUS – Shows the availability status of the source file. Check the Recording section above to learn more about statuses.
- DOWNLOAD STATUS - Shows the availability status of the downloadable file. Same as for Source, check the Recording section if you want to learn more.
Each recorded audio file available has additional values which you can see by expanding the card record.
Refer to our API documentation to search voice recordings over API.
Download or Delete Voice Recordings
Unless uploaded to an SFTP server, audio files are already available for download immediately after being recorded. The Source status of those files is Recorded and the Download will show Ready. Click on the speaker icon to download the desired file.
If you have set up automated download configuration, you can download video files the same way. After the file has been recorded, the downloadable version of your video file will immediately start. When you see the Ready status in the Download column, just click the camera icon to download your file.
If you have not configured automated downloads, you can initiate the download preparation per file. Video files that are ready for download will have the Recorded Source status and None for the Download.
Select your desired video file and then click the PREPARE FOR DOWNLOAD button.
Our platform will show the Preparing status now and once that is completed, the status will change to Ready.
Bear in mind that the original files and the downloadable version take storage space.
If you want to delete any recordings, click on the three dots on the right.
If using bulk download, besides recorded files, you will download a .csv file with call details for each file. This can take a few minutes depending on the number of recordings.
You can then select multiple audio and video files at the same time and choose to PREPARE FOR DOWNLOAD or DOWNLOAD the file. Note that you won't be able to download a video file unless you have chosen to prepare the file first.
Refer to our API documentation to download one or multiple voice recordings over API.
Automated Download of Recorded Videos
To enable the option to download recorded videos, navigate to Apps > Web and In-App Calls > Recording. Under Video recording options, select Video and audio. For customers who use video communication, only the audio will be recorded. If you choose Video and audio, both will be recorded.
To download your video recorded files, enable the Video download preparation. When this feature is selected, the video files will be available for download under Analyze > Recordings. Preparing the downloadable version of video recordings might take some time depending on the load on our platform.
If you are using API for recording, you need to log in to the web interface and enable the download video recording. Navigate to Analyze > Recordings. Under Video recording options, select Video and audio. Then, when the downloaded file is prepared, you can download it via API. Refer to Create download URL for instructions.
Upload Recorded Files
Recorded files are stored on the Infobip platform but you can also upload them to your platform.
- In the web interface, navigate to Apps > Voice > Recording. Scroll down to Secure File Transfer Protocol (SFTP) and click CONFIGURE.
- Enter the necessary information. We highly suggest you enable the Failover to Infobip storage because this will guarantee that the recorded files will be saved on our platform in case your platform is not available. Click SAVE.
- Go back to Apps > Voice > Recording. Use the Upload Recordings to SFTP toggle.
For Web and In-App Calls, navigate to Apps > Web and In-App Calls > Recording.
Answering Machine Detection
Answering Machine Detection (AMD) is a feature that determines whether a machine (voicemail answering machine) or a human answered the call. AMD can be applied to automated outbound calls (outbound IVR, Text-to-Speech, pre-recorded automated calls, or click-to-call).
AMD can be used in the web interface (over Broadcast or Moments using Flow) or API.
Here a diagram showing how Answering Machine Detection works as a feature on the Voice platform.
For this feature to work, you have to configure what you want to do when an answering machine answers the call you initiated towards your customer. Whether to hang up the call or continue and your message might end up the end-user's voicemail.
AMD was programmed with a detection time of 4 seconds minimum. If the AMD detects silence after the call has been answered, it will interpret it as if it was an answering machine. However, if any noise is detected once the call has been answered, AMD will interpret that as if a human answered the call.
Our AMD mechanism is 95% accurate for Spanish and Portuguese languages in countries like Spain, Colombia, Mexico, Peru, and Brazil respectively. For other markets, accuracy is around 80%, with constant work on improving the model.
By having AMD, you will save money by avoiding leaving voice messages on people's answering machines. For example, it wouldn't be a good idea to leave private voice messages, such as one-time PINs) on the end-user's voicemail.
On the other hand, if you want your end users to hear your message later in their voicemail, configure AMD to play the voice message anyway. In this case, when an answering machine is detected, we will wait for the answering machine message to finish, and then play your message. And then it will be saved in your end-user's voicemail.