You may want to record the calls that are made and received by certain users for various reasons, such as quality assurance, security, or training. Calls made to and received on a desk phone, analog telephone adapters, the Webex Calling App, or the Webex App are recorded using Dubber, a third-party partner. As an administrator, you can allow Dubber to record all incoming and outgoing calls for specific users in your organization. We support On-demand recording, Always, and Always with Pause/Resume recording.
Ensure that the following requirements are met:
Your partner has enabled this service for your organization, by default, this service is set to on enabling you to configure it for certain users.
Users have Professional or Basic Webex Calling user licenses assigned.
Consult your legal department about regulatory requirements about recording calls.
Dubber account is created once you accept the terms and condition from Dubber Go.
All Webex Calling customers have access to the Dubber Go - free subscription. With Dubber Go, users get convenience call recording. Paid subscriptions are available, offering more options like compliance call recording, unlimited retention, AI analysis, and administrator access.
Dubber Go is available to all enterprise users and gives access to unlimited recordings. Each recording is stored for 30 days. Only users can access and manage their recordings from their Dubber portal.
This feature is not available for users who purchased the service on webex.com.
Standard and AI licenses require a contractual agreement with Dubber. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. Go to https://www.dubber.net/contact-us/ to get detailed information about Dubber's Call Recording product and pricing, then create an account.
You can migrate users from a free to a paid subscription or from a paid to a free subscription at any time. To do so, identify the number of users you must migrate and contact your partner.
When migrating from a free to a paid subscription, automatic deletion stops and unlimited retention begins. When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days.
ICE (Media optimization) and Call Recording are both features that independently introduce a small audio delay at the beginning of the call and when used together the audio delay is slightly longer and more noticeable to customers.
From the customer view in https://admin.webex.com, go to Users and then select a user.
Select Calling, scroll to User Call Experience, and then turn on Call Recording.
Keep in mind that if you later turn off the Call Recording feature, the user's call recording settings get cleared, however any calls that were recorded before this change are still maintained on the Dubber platform.
When you enable call recording for the first user in the organization, the customer or partner administrator must accept the Dubber Terms of Service on behalf of the customer. On accepting the terms and condition, the Dubber account is created for your Webex Calling organization.
The administrator who enabled the user for call recording is also added into the Dubber account as an administrator. This administrator can use the Dubber portal to add other administrators or reassign Dubber licenses.
After enabling call recording, in case the user is still having issues with recording calls you can contact Dubber support with the information available in Show call recording platform information section.
It can be found from the Users page by going to.
You can configure any of the following settings:
Users will see an icon on their Multiplatform phone and the Webex app showing that a call is being recorded. Users may have the option to pause the recording, if you enable that setting for them.
When a call is being recorded, dual streams are sent to Dubber. Also, when an announcement is played during start, stop, pause, or resume operations, Webex Calling sends information to Dubber that an announcement was played.
What to do next
If an issue arises for users, from the Dubber dashboard, click the People tab, choose the appropriate External Identifier (as identified above in Control Hub), select dub.points. Make sure that the following information is correct:
Product—Choose your product.
External Type—Enter BroadWorks.
Service Provider—Copy and paste the corresponding value from Control Hub.
External Group—Copy and paste the corresponding value from Control Hub.
External Identifier—Copy and paste the corresponding value from Control Hub.
Then click Save Changes.
If additional support is needed, please contact Dubber Support.