Configuring prefix-based call recording

If enabled for your account, you can configure whether Vonage Contact Center should record an outbound call based on the dialed number's prefix. You can specify as many digits as you want in the prefix. Therefore you can define different call recording rules based on the country code, area code, or even entire telephone number.

For example, Vonage Contact Center can automatically record the call when your agent calls a contact in the United Kingdom (with the prefix +44) but not when the agent calls a contact in Spain (with the prefix +34). Vonage will use the default call recording settings, if you have no rule defined for a dialed number.

Before you can configure this feature, you or your Salesforce administrator must perform the following tasks. The administrator needs to perform these tasks one time only.

• Specify which class Vonage Contact Center must use. You specify the class in the custom settings data for your org, profile or user. Type VCCCore.SelectCallRecordingByNumberPrefix in the Call Recording Selector Class field. For more information about configuring custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.

• Assign the Vonage Contact Center - Auto Call Recording user permission set to agents and supervisors using the feature. For detailed information about this permission set, see ContactWorld Auto Call Recording user permissions.

• Assign the ContactWorld Supervisor permission set to any supervisor who needs to configure this feature. For detailed information about this permission set, see ContactWorld Supervisor permissions.

• Configure sharing settings for the Vonage Prefix Mapping object if you want to restrict the access different profiles have to other profiles' records. For information about sharing settings, see Salesforce help.

• If you are using Salesforce Lightning Experience, you must add the Vonage Prefix Mappings tab to the applicable app or apps.

When your administrator has enabled the feature, you can enable call recording for different dialed number prefixes. To create a new mapping, perform the following steps:

1. Go to the Vonage Prefix Mapping object tab, click Vonage Prefix Mappings View in the View list and click Go!. Any existing mappings appear.

2. Click New Vonage Prefix Mapping. A new Vonage Prefix Mapping record appears.

3. Provide the following information. Ignore other fields.

4. Click Save.
   Using the example values in step 3, when an agent makes an outbound call to a phone number with the prefix +44, Vonage will automatically record the call. In the absence of any other mappings, when an agent clicks to dial a phone number with any other prefix, Vonage Contact Center uses the default outbound call recording settings.

If agents in your account are enabled to control call recordings—pause and resume—can still pause and resume the recording manually.