Accessing ShoreTel Connect CLOUD Call Recordings

Content

ShoreTel Connect CLOUD call recording begins recording when recording is started regardless of the progress of the call. For example, if recording is started as soon as the call is picked up, the recording includes data from that point until the recording is ended or until the call is ended. If a user chooses to begin recording after a call is already in progress, the recording begins at that point and continues until the recording is stopped or the call is completed.

ShoreTel Connect CLOUD call recording sers can access their call recordings in the ShoreTel Connect Portal.

Notes


Users can perform various functions on their recordings. Refer to the following sections for information about performing these functions.

Tip: Refer to the ShoreTel Connect CLOUD Portal User Guide for information about the users role as well as other ShoreTel Connect roles.

General and Wildcard Search

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Complete the following steps to use wildcard search to filter recordings:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Within the Playback Log Search Criteria window, enter a wildcard search or a string of values in any text field to narrow the scope of that field. Use the following guidelines to search in this manner:

 

Define Custom Search

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Complete the following steps to define a custom search to filter recordings:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Click Custom Search.

  7. Define the parameters for your search. You can then click Save Folder to preserve the search for future use, or click OK to execute the search immediately. If you chose to save the search for future use, click OK to execute the search when you are finished saving the settings for future use.

Tip: Recordings refers to recordings currently stored in the database whereas mass archive refers to recordings that have been archived and are no longer in the database.
To clear the search criteria, click Clear Filter(s).

Enter Notes on Recordings

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Complete the following steps to enter notes for call recordings:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Select the recording(s) you want to add notes for, and then click Manage Remarks.

  7. Enter notes in Remark 1 and Remark 2, and then click OK.

Playback Recordings

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Complete the following steps to play back call recordings:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Select the recording you want to play, and then click Play.

Find Related Recordings

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Complete the following steps to find recordings for calls that involve a transfer or conference:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Select a call that has an entry in the Call Tracking ID column in the call table, and then click the Find Related Calls button. This displays all calls that have the same Call Tracking ID. The Call Tracking ID information is captured for calls that involve a transfer or conference.

Download Recordings

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Complete the following steps to download call recordings:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Select the recording(s) you want to download, and then click Download Calls.

  7. Enter a file name for the *.wav file, and then click OK.

Export Recordings

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Complete the following steps to export recordings:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Click the spreadsheet icon on the top, right of the window.

  7. Enter a file name for the spreadsheet, and then click OK. Follow system prompts to save the file to your computer.

Customize Playback Log

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Complete the following steps to define modify settings for the recordings page:

  1. In an open browser window, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, enter your email address.

  3. In the Password field, type your password.

  4. Click Log In.

  5. In the portal, navigate to Phone System > Call Recording to launch the recordings page.

  6. Click the gear icon, and configure settings as follows:

  1. Reorder columns as necessary.

Call Recording Retention and Archive

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ShoreTel Connect Call Recordings are archived for one year by default, and users can be configured for additional archive services beyond the default one year. If a user profile is cancelled or not renewed, the recordings associated with that profile are deleted within one month after the archive time has elapsed. Call recordings for users who are configured for additional archive service are retained for a period of seven years.

FAQ
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Q: What Internet browser is recommended for use with the call recording portal?
A: The best browser to use to access the call recording portal is Internet Explorer.  Firefox is also supported. ShoreTel recommends that you do not use the Chrome browser to access call recordings as it does not support the Silverlight plugin used by several of the call recording portal features.

Q: How does call recording work when using ShoreTel phones?
A: Administrators define whether call recording is on demand or always on. Users who are configured for on-demand call recording use a programmable button on their ShoreTel phone to stop and start recording.

Q: When is a call recording available?
A: A call recording is typically available for playback as soon as the call ends.

Q: How long are recordings available?
A: Recordings are available for one year or more. Refer to the Call Recording Retention and Archive section of this article for more information.

Q: Can I download recordings and save to either my PC or file server?
A: Yes, you can download recordings at any time. Refer to the Download Recordings section of this article for more information.

Q: Are all call types recorded?
A: All call types are recorded except for the following:


Q: What rights do ShoreTel Connect users have?
A: Administrators define the rights of the ShoreTel Connect call recording users per the needs of the tenant.  Administrators may enable or disable the ability for the user to access their recordings. Refer to the following roles for more information:


Q: Does ShoreTel Connect call recording record the calls to my Mobility App?
A: Calls over ShoreTel Mobility are not recorded.

Q: Can administrators use groups to manage ShoreTel Connect user call recordings?
A: Yes, administrators can create groups to manage who can listen to call.

Q: Can I reassign a ShoreTel Connect Call Recording license to another user?
A: No. ShoreTel Connect Call Recording licenses are associated to single users and cannot be reassigned.

Q: Is downloading call recording files secure?
A: Yes, downloading of files uses "https" which provides encrypted communication.

Q: Is ShoreTel Connect Call Recording PCI compliant?
A: No. While ShoreTel employs the latest security technology and practices to ensure your call recordings are stored securely, the ShoreTel Connect call recording product is not yet PCI compliant.

Q: If I forward all of my calls to my cell phone, will ShoreTel Connecct record my calls?
A: No. Incoming calls that are forwarded to an external phone number (number that is not in the ShoreTel phone system) are not recorded.

Q: If I have a ShoreTel IP phone (480, 480g, or 485g), will ShoreTel Connect call recording still work?
A: Yes. ShoreTel Connect call recording works with ShoreTel 400 Series phone, and users who are configured for on-demand call recording can initiate call recording or pause call recording using programmable buttons.

ShoreTel Dates

Created Date 2015-09-14 - Modified Date 2017-06-07


Article: 000011664