Only calls made to and received on desk phones, analog telephone adapters, or the Webex Calling app are recorded. Calls to and from the Webex Teams app are not recorded using Dubber.

Before you begin

Ensure the following requirements are met:

  • Your partner has enabled this service for your organization, allowing you to turn it on and configure it for certain users.

  • The Dubber Call Recording solution is implemented as a third-party offering and requires a contractual agreement. Go to https://www.dubber.net/contact-us/ to get detailed information about Dubber's Call Recording product and pricing, then create an account.

  • Users have Enterprise or Basic Webex Calling user licenses assigned.

  • Consult your legal department regarding regulatory requirements about recording calls.

1

From the customer view in https://admin.webex.com, go to Users and then select a user.

2

Select Calling, scroll to Advanced Call Settings, 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 prior to this change are still maintained on the Dubber platform.

3

Make note of the following information and use the information presented here when you add your dub.points in Dubber later in this task:

  • Service Provider (customer ID)
  • External Group (location ID)
  • External Identifier (user ID)
4

You can configure any of the following settings:

  • Never—This option is selected by default.
  • Always—Choose this option if you want all incoming and outgoing calls recorded.
  • Always with pause/resume—Choose this option if you want to grant users control over when they can pause and resume recordings.
  • Play recording start/stop announcement—Choose this option if you want a standard announcement played at the beginning of all incoming and outgoing calls notifying all parties that the call is being recorded. You may require an announcement to comply with the legal requirements in your area.
  • Record voice messaging—Choose this option if you also want to record voicemail messages sent and received. If storage space is a concern, you may not want to select this option.
  • Repeat tone every—By default, a tone is played every 20 seconds reminding all parties that the call is being recorded. You can change this to a value between 10 and 90 seconds.
5

Click Save.

Users will see an icon on their Multiplatform phone and the Webex Calling app showing that a call is being recorded. Users may have the option to pause the recording, if you enable that setting for them.

What to do next

To access recordings, go to your account in Dubber, click the People tab, choose the appropriate External Identifier (as identified above in Control Hub), select dub.points, click Add Dub Point, make the following selections, and then click Save Changes:

  • 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.