If you are using Groove Dialer, you can now record phone calls. Usually you want to record calls for training and coaching purposes. 

You can also feed call recordings to call analytics tools like ExecVision, Chorus or Gong.

Groove Setup

Call recording can be activated on a per-user basis by the Groove admin, by choosing one of the three options below: 

  • Disable Call Recording: Call recording is deactivated
  • Enable optional call recording: User can turn call recording on/off 
  • Enforce Call Recording: Call recording is enforced for every call a user makes (besides for calls made to states with two-party consent laws).

A Groove admin can update call recording settings for a user by following the directions below:

  1. Go here.
  2. Check the users you would like to update the settings for
  3. Click Actions | Update Call Recording Settings
  4. Pick a setting
  5.  Click Save

Salesforce Setup

When a call is recorded, Groove stores the URL of the call record internally, so it can be replayed from Groove's call analytics page. 

Alternatively, you can create a field in Salesforce called "Call Recording URL" on the Task object so Groove will automatically save the URL of the call record in that field after the user created a call log in Salesforce (using Groove Dialer).  The API name must be "call_recording_url__c" and the field type must be "URL"; the respective user must also have read/write permissions to the field.

How to Access Recordings

From Groove

You can find and play your recorded calls from your Groove Call Analytics, within the Call Log at the bottom, as shown below:

Note: Users can access their own recordings, and analysts, team leads, and admins can access the recordings of everyone whose analytics they can view.

From Salesforce

You can also access your recorded calls from Salesforce, if the Salesforce setup above has been completed.

The recordings will show up on each logged call as a clickable link on the Activity.

Additional Details

Groove does not record calls made into states and countries that have two-party consent laws. These states require: 

  • Prior verbal (oral) or written notification of all parties to the telephone conversation.
  • Verbal (oral) notification before the recording is made. This is the most commonly used type.

USA
California
Connecticut
Florida
Hawaii
Illinois
Maryland
Massachusetts
Michigan
Montana
Nevada
New Hampshire
Pennsylvania
Washington

Canada
Alberta
British Columbia
Manitoba
New Brunswick
Newfoundland and Labrador
Northwest Territorie
Nova Scotia
Nunavut
Ontario
Prince Edward Island
Quebec
Saskatchewan
Yukon
Non-Geographic

 Other Canada Area codes: ‘600’, ‘622’

Other Countries

Australia
Austria
Belgium
Bulgaria
Croatia
Cyprus
CzechRepublic
Denmark
Estonia
Finland
France
Gibraltar
Germany
Greece
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
United Kingdom

Call records are always stored in "Stereo" where the left channel contains what the sales rep said and the right channel what the customer said (granted the sales rep is the person who called).

Extra costs incurred for each recorded call. This is $0.0005 (+ tax) per minute, per month. For example if you record 50 calls per day for 22 days a month and each call is 30 minutes, Groove would charge you a total of $16.50 (+ tax) for these call recordings.

Groove will delete call recordings after 60 days automatically. That way you don't have to worry about accruing costs for call recordings. If you wish to keep call recordings on file, we recommend you store the call in a dedicated repository (e.g. in Salesforce as an attachment to a call log).

Notice that when you use Groove's call recording feature, make sure that all users are aware of regulations that apply in the respective country or US state. There are a number of states that require what’s known as two-party consent, in which both parties to the call need to agree to the recording. This is

  • Prior verbal (oral) or written notification of all parties to the telephone conversation.
  • Verbal (oral) notification before the recording is made. This is the most commonly used type.
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