Hi Heather,
Welcome! We didn't opt-in for the call recording feature, but I did find where it stated you can set it per Users. I would say if you're not able to change it for Users, I would contact Avaya support and see if they need to add the ability to your admin account.
Avaya Knowledge - Avaya Cloud Office : How to Configure Users and Groups to Automatically Record Calls
Avaya Cloud Office : How to Configure Users and Groups to Automatically Record Calls
| Doc ID |
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DOCS100537 |
| Version: |
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1.0 |
| Status: |
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Published |
| Published date: |
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26 Mar 2020 |
Details
This article provides instructions on how Administrators can configure calls of users and groups to be automatically recorded.
Only incoming calls from Call Queues, Shared Lines, Paging Only, and Limited extensions can be automatically recorded.
1. Log in to the Avaya Cloud Office account.
2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings > Call Recording.
3. Enable Automatic Call Recording.
4. Click Yes on the confirmation window.
5. Below Extensions to Record, click Edit.
6. Click the tab (Users, Call Queues, Shared Lines, Paging Only, or Limited) to configure.
7. Select calls to record - Inbound, Outbound, or both.
8. Click the other tabs that need to be configured, then select the calls to record. When configuring the setting for users, you also need to enable Automatic Call Recording on the Call Queue/s they are part of to ensure that all incoming calls from the Call Queue/s are automatically recorded for the users.
9. Click Save when done.
10. Click Save.
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Tim Eddinger
Enterprise Network Manager
Seneca Foods Corp.
Fairport, NY
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Original Message:
Sent: 10-20-2023 01:35 PM
From: Heather Potter
Subject: HIPAA Compliance
Call recording is on for all users. This isn't for a call queue, just a regular user. Due to HIPAA compliance the user shouldn't be cording calls and I'm trying to figure out how to turn it off for a specific group of users (not everyone in the system).
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Heather Potter
Project Manager
Rochester Institute of Technology
Rochester NY
Original Message:
Sent: 10-20-2023 01:31 PM
From: Justin Daly
Subject: HIPAA Compliance
Hi @Heather Potter,
We have call recording turned off at present and I am not sure where exactly it is turned back on. This is likely something with ROOT access that will need to be addressed. There is a "recordings" Section in the messages for the call queue, however if the recording is queue based, i do not believe it would be that granular on a per-user basis. I would recommend reaching out to your engineering at ACO with further questions. If you need a recommendation, Manse Welton with Avaya has been an amazing resource for Chip and I.
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Justin Daly
Information Technology Specialist
Legislative Counsel Of California
Sacramento CA
Original Message:
Sent: 10-20-2023 01:18 PM
From: Chip Powell
Subject: HIPAA Compliance
Hi Heather, welcome! My memory of this when I helped out on an ACO install a couple of years ago was that call recording was kind of all or nothing feature. But I'm not the expert on that platform. I might point you to @Slade Besson, @Rick Gibbons, @Tim Eddinger, or @Justin Daly.
Original Message:
Sent: 10-19-2023 08:52 AM
From: Heather Potter
Subject: HIPAA Compliance
New to this group (Installed Avaya Cloud Office August 2023) and have some questions about call recording.
Is it possible to turn off on-demand call recording for specific users (not all) that aren't part of a call queue? Articles that I've found pertain to call queues, system settings, automatic call recording.
Thank you in advance for any information.
Heather Potter
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HEATHER Potter
Project Manager
Rochester Institute of Technology
Rochester NY
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