The auditor wants every collections call from March for one branch. You have recordings. You also have a person who will now spend two days working out which file is which. Downloading a ZIP each week worked until the week somebody was on leave, and now there is a gap in the archive as well.
Recording Sync copies each recording to your own SFTP, FTPS or FTP server, on a schedule or when you press Sync now. You design the folders and file names, so the archive is laid out the way your people search.
Start with how people look for calls
Before you open the screen, ask whoever deals with audits and disputes what they get asked for. The answer decides your folder layout.
- An auditor who asks by month and campaign wants: year, then month, then campaign.
- A lender's team that handles disputes by account needs the contact's name or id in the file name.
- A BPO billing several clients needs the workspace or campaign at the top.
Keep folders shallow. Put what people browse by in the folder path, and what they search by in the file name.
The pieces you can use
A template is built from a list of pieces, and the preview shows the real result.
- Date and time: year, quarter, month, week, day, weekday, hour and more, on the India clock of when the call started.
- Phone numbers: the customer's number, its last 4 digits or a masked form, and your own number used.
- Who handled it: AI agent, AI team, staff member and campaign.
- The call: direction, channel, outcome, status, length, lead temperature and call id.
- The contact: the contact's name and id, and the workspace name.
You choose what replaces spaces and what stands in for a missing value. Two calls never share a name: a template without a unique part gets the call's short id added, and the screen says so before saving.
One example
A folder of year, month and campaign, with a file name of date, time, last 4 digits, agent, outcome and short id, gives you something a person can read in a file listing and sort by date. Avoid the full customer number in the file name if the folder is shared widely. A file name gets copied into emails and tickets, and the last 4 digits are usually enough to find a call.
Setting it up
- Connect your server and press Test. An admin sets this up. Prefer SFTP or FTPS, because plain FTP sends the password and the audio unencrypted.
- Design the paths and check the preview.
- Filter which calls, set the schedule and a Start from date.
- Older calls go across only with Sync now and a date range. A recording already deleted by retention is never sent.
Each recording is sent once. A file that fails is tried again later, up to six times, and after that it waits for Re-sync failed. A run's history shows what happened, and you can have alerts sent on the Alerts page. Set those, or you will learn about a stopped sync from an auditor.
After three refused logins in a row the sync pauses itself until you resume it. If someone changes the server password, this is what you will see.
What happens later
Changing the pattern asks whether to send old ones again, and copies already on your server are never moved. So a change of mind leaves you with two layouts, or a re-send. It pays to get the pattern right the first time, and to try it on a week's calls first.
Retention and responsibility
A sync copies. Your recordings stay with us as well, and nothing a sync does deletes them. Our copy is removed only by your plan's retention or an erase. Our retention never reaches into your server, so copies on your side stay for as long as you keep them, and that is yours to decide. You will want a written rule for how long you keep them, and who can open that folder. Bear in mind this sends real customers' voices off the platform, to a server you run.
It is also a sensible answer when you need to keep calls for longer than your plan does. A recording past its retention is deleted, and a shorter retention applies only to calls recorded after the change. The figures per plan are on the pricing page.
You may not need this
If you handle the odd dispute and rarely need a batch, the bulk download in call recording may be enough. It gives you one ZIP of the calls your filters pick, with an optional transcript per call on plans with bulk transcript export. Every download is logged against a name. One ZIP holds up to 1,000 recordings or 2 GB, and manifest.csv says how many were left out past that.
Files are OGG, and MP3 or WAV can be switched on for you on request. Remember that Sync needs call recording to be on, and recording is off until you turn it on for an agent or team. The sync has no charge of its own, and your server and storage are yours. Recording Sync isn't on the free trial and depends on your plan.