Recording

Voice recording feature

The Recording feature enables you to record both voice and video communication you have with your end users or your end users have between themselves over your platform.

After the recorded voice call has been completed, the recorded files will be available to you. You can search, download and/or delete them using Infobip web interface or API.

All video recorded files are available for streaming via the Recording page on the web interface but you can also set up the Enable download configuration and download your video files. 

Depending on how you use our Voice and Video products in your solution, steps to enable the recording feature will vary.
Please refer to the following links for detailed setup guides for enabling the recording feature on each of the options: 

NOTE

Any type of call recordings may be subject to legal actions. You should inquire and act in line with the laws and regulatory requirements of specific markets you are covering with your voice and video services.

Billing

The recording feature is charged in addition to standard voice and video call traffic charges
There are two types of costs linked to recording and both will be calculated

  1. Recording licenses
    Recording traffic will be charged based on the number of concurrent call with recording feature being used.
    You would be charged for the peak of the concurrent calls during one month.
    To control your spending, you can limit the number of concurrent calls with recording feature enabled.
    Navigate to Recording configuration page and define the number of licenses to be used and what to do if there is a request to make a call crossing this defined threshold. You can reject or allow the call without the actual recording. Choose carefully to make sure your business case is fulfilled.
    Note that these licenses will be applied to both voice and video calls.
     

Voice - Recording license setup

  1. Recorded file storage
    Recorded files are automatically saved. Storage for any saved file is billed until the moment the file is removed from our servers.
    Voice and Video storage costs are charged differently, Voice per minute and Video per MB.

Note that Infobip will never delete client’s files of our own accord.

IMPORTANT

The voice and video traffic call charges are calculated and billed in accordance with billing models defined for voice and video traffic. Please contact your dedicated Account Manager or contact our Sales representatives for detailed info regarding pricing.

NOTE

None of the above-mentioned billing information applies to calls that are not answered due to any reason (busy, not available, etc.) considering the fact that nothing was recorded.

Recorded Files

Recorded audio and video files obtained via the Recording feature can be accessed using Infobip web interface and API. Besides recorded audio files, through this page you can also access the audio files created using the IVR Record Voicemail element.

During peak hours, recorded files might be available after a short delay. Duration of the delay depends on the traffic load on our platform.

Once you access the Recording page through the web interface you will see a list of audio and video files and multiple filters that will ease your search for a particular file.

Voice - Recorded files

The available filters are as follows:

  • DATE PICKER – This element enables you to define the time period when your recordings were saved on the Infobip platform

  • SENDER – This parameter defines where the call has originated from

    • for inbound calls that would be the phone number of the user who placed the call 

    • for outbound calls this would be the callerID you specified in Broadcast or Flow or calls initiated by your voice platform

    • in case of Video and Web and In-App Calls it would be the identity of the user who initiated the call

  • DESTINATION – this parameter defines the where call has been terminated to 

    • for outbound calls this is the number specified to be called 

    • for Voice number calls, this would be the Voice number called by the end user initiating the call

    • in case of Video and Web and In-App Calls it would be identity of the user who received the call

  • 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)

  • MIN AND MAX DURATION – Helps you define the minimum and maximum duration of the recorded audio file duration for your search. You can define only one threshold or use both.

  • TRANSFER TO – When using Broadcast, IVR in the Flow or TTS and pre-recorded files calls over API you can use the Transfer to and Forward Call features. In this field you can specify the phone numbers that you transferred the original call to.

  • COMMUNICATION NAME – Here you can select the Communication name you defined while using Broadcast or Flow to send Voice

  • VOICEMAIL NAME – This parameter will enable you to filter out the audio files created using the IVR Record Voicemail element

  • SIP IP – If you are using the SIP Trunking feature, you will be able to filter out calls based on IP addresses where you have enabled recording

  • MESSAGE ID – Use this field to define the message indentification when using TTS and pre-recorded files calls over API

  • BULK ID – Use this field to define the identification of a bulk of messages when using TTS and pre-recorded files calls over API

  • AGENT NAME - Use this value to define the agent who is handling the communication with an end user when using Conversations

  • TRANSFER TO AGENT - Use this value to define the Agent to whom the communication with an end user is transferred to when using Conversations

  • CORRELATION ID - Use this value to define the ID of the entire call communication through the Infobip platform when using Conversations

  • CONVERSATION ID - Use this value to define the ID of the communication with an agent when using Conversations

Each recorded audio file available in the list has additional values which you can see by expanding the card record. Just click the card and additional information will show up. Depending on the feature that was used to create on, some values may not be applicable. The meaning of each field is clarified above in the filters section of this page.

Voice - Recordings expanded card

Furthermore, any audio file can be listened to, downloaded and/or deleted. Select the file you want to manage by clicking the speaker icon located on the far left of your call record. Click on the three-dots menu and additional options enabling you to Download or Delete recorded files will be shown: 

Voice - Download button for recording

You can also reproduce the file by pressing the Play icon next to the three-dots menu.

You can also select multiple files and perform the download or delete action in bulk when necessary.
If using bulk download, besides recorded files, you can also download a csv list with call details of each file that you downloaded.

Video recorded files have be prepared for downloading so it may take some time before you can download them. For more information, check Download Video Recorded Files section.

Download Video Recorded Files

To enable video recorded files download, you need to set the Enable download check box in the Recording configuration tab of the Web and In-App Calls card in the Apps section of the web interface. Once you have set this up, downloadable video recording file will be prepared for all video recorded files as soon as a recording has been made.

Web and In-App Calls - Enable video download

Bear in mind that preparing downloadable video file takes some time, depending on the traffic load and duration of the video file.
Once the preparation is done, the video file will be available for download. To do that, navigate to the Recordings page on the web interface > locate your call recording and click the three-dots menu and the Download button will appear.

Besides downloading video recorded files, you can record only the audio part of the video communication. If only audio is recorded, then the Enable download option will not be available since the audio file will be immediately available without the need for additional video processing.

If you are using API, you will also have to turn on the Enable download feature on the web interface first and then after the downloadable file is prepared, it will be available for download via API