Imagicle Call Recording & Voice Analytics Settings

From any Call Recording or Voice Analytics web page, you can click on Settings icon  to access relevant web page. See below screenshot sample:

Audit Logs

Audit Logs feature collects and stores detailed information about key actions performed by user and administrators, including timestamps, user identity, IP address, application context, action type, and specific operation details.

All above actions are stored in a CSV file with format (text/csv), including the following columns:

Top CSV header line includes the field names:

Date,Email,IpAddress,AppName,ActionType,Details

Available Actions Logged

The Audit CSV file includes all the following action categories:

Time Format & Filters

By hitting Download audit logs button, the admin can choose a time range to filter data before export.

All timestamps are represented in UTC.

Data Management

This section allows to setup the overall recordings retention period for all recording-enabled users. Typically, you can keep the default “Keep forever” value, because Imagicle provided unlimited storage within its Cloud. To adhere local regulations, you can set a maximum recording retention time in days or hours by clicking on Recording retention panel:

In this section, you can also enable recordings tagging for Extra retention (legal hold). If you click on this panel, you can either disable the feature, enable it for an additional retention period in days or enable it for unlimited retention. See below sample:

This rule is applied to those recordings which have been tagged by users for legal hold by hittingicon from Recordings page. Each conversation tagged for legal hold displaysicon on top header.

Microsoft Teams Recorder

This section allows to setup the MS-Teams Call Recording scope, such us call direction and traffic type, and populate a black list of phone numbers NOT to be recorded.

Recording filters

This panel enables administrator to decide which call types to be recorded at global level: Group/meeting and unparked calls, internal/external calls and inbound/outbound calls. See below:

Recording blacklist

This panel allows to populate a table with phone numbers/ranges that you wish to deny the recording. The application applies the blacklist rule to both calling party and called party numbers. See below:

Special wildcard characters can be added in each phone number:

• + can be used at the beginning to indicate an international prefix (e.g. +39! excludes all numbers starting with +39);

• * and # symbols, commonly used in telephone dialing;

• X matches any single digit (e.g. 90XX excludes all 4-digit numbers starting with 90);

• . matches any digit, *, or # (e.g. 90.. excludes numbers like 9012, 90*#, 901*);

• ! matches any sequence of digits (e.g. 9! excludes all numbers starting with 9);

Recording policy

Recording policy defines whether recordings are automatic (always-on) or selective (on-demand).

The administrator can filter for the following value:

1. Default Policy:

   • Always on → All user calls are automatically recorded;

   • On demand (default) → Users can manually start/stop their recordings.

2. Recording limit for users with Always On policy - The administrator can choose a percentage value that determines what portion of calls will actually be recorded:

   • The available options range from 0% to 100% in increments of 5% (e.g., 0%, 5%, 10%, 15%, …, 100%)

   • The default value is 100%, meaning all calls for Always On users are recorded.

if 60% is applied, the system records 60% of the conversations of Always On users, including both those who inherit it through the default policy and those who have an explicit override set to Always On.

3. Policy by User – Administrator can override above default policy for individual licensed users, by selecting an override value from pull-down menu:

   • Default

   • Always on

   • On demand

The user list is searchable by name, surname, or email. Administrator can filter the list by all users or users with overridden policies.

Additional Content

• Call Recording for Microsoft Teams Overview

• Is Microsoft Teams HIPAA Compliant? The missing piece in Call Recording

• Teams Compliance Recording: Securing your Microsoft Teams Contact Center