Call Recording Set Up

Groove Setup

Groove Admin can set up Call Recording. 

 

1. From MANAGE MY ORG (here) select the users you want to set up call recording for.

 

2. Click Actions > Update call recording settings for selected users. 

 

3. Make your selections.

 

 

 

Groove, by default, will not record any calls.

 

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

 

Recording mode for two-party consent regions:

 

• Force two-way: All calls are always recorded on both sides. A message plays at the start to inform everyone that the call is being recorded for quality purposes.

• Optional two-way: If all parties give consent, both sides are recorded. Users can toggle the recording on or off depending on whether they get verbal consent from the other party.

• Force one-way only: Your team's side is always recorded. The other party's side is never recorded.

• Disable all recordings: No calls in two-party consent regions are recorded. Recording is completely disabled for both sides.

 

Recording mode for one-party consent regions:

• Force two-way: All calls are recorded on both sides automatically. 

• Optional two-way: Both sides are recorded if all parties give their consent. 

• Disable all recordings: No calls in one-party consent regions are recorded. Recording is completely disabled for both sides.

 

Note that automated messages informing the caller that the call is being recorded are only played for the “Force two-way” option in two-party consent regions.

Call Recording Compliance

Groove by default will not record any calls. Groove records calls made into states and countries that have what's known as two-party consent laws only if an Admin selects such an option for a User. 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 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.

• Recording only Caller.  Force one-way only:  Your team's side is always recorded. The other party's side is never recorded.

 

States and countries that have two-party consent laws:
​

​USA
​California, Connecticut, Delaware, Florida, Hawaii, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, Washington

 

Canada
​Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, 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