Good news! You can now listen to recordings of your calls right in Client Web Access. These recordings are two-way, with both your caller and our receptionist included.
Until now, our client services team was able to provide you with your call recordings on an individual basis. But we’ve heard your feedback and we understand that you want more access to your call recordings.
So, you’ve got it!
If call recording is enabled on your account, you will now see an audio player in each and every message in your CWA inbox. Just click the Play icon to listen to your two-way call recording!
What browser should you use?
Unfortunately, some browsers, such as Safari, IE, and Edge, do not support the audio format. In these browsers, a download option will appear instead of the player at the bottom of your message.
How to enable call recordings
You can enable call recordings with a single click in CWA, if you haven’t already.
Not sure how to view your messages in CWA? Here’s a quick guide.
What about HIPAA?
There is just one exception to this new availability of call recordings. Call recording is not in compliance with HIPAA, the Health Insurance Portability and Accountability Act of 1996. If you have enabled HIPAA compliance (which is usually only relevant to health care providers) on your account, you won’t see the call recording player. You would have to disable HIPAA compliance to get your call recordings in this way.
Let us know your thoughts
We know that call recordings can be a valuable tool for troubleshooting on your account, reviewing our receptionists’ performance, and understanding your customers’ needs. We’re happy to put this new CWA feature in your hands.
Have questions about call recordings in CWA? Comment here, email firstname.lastname@example.org, or call (800) 531-5828.