Objective
Learn about one-sided call recording for Kaia Voice users, including configuration and details of the one-sided recording experience for Kaia Voice calls. One-sided call recording is a way to record only the seller (Outreach user) side of a Kaia Voice call and not record the buyer (prospect/customer) side of the call.
Applies To
- Outreach Admins
- Outreach Users
Before you begin
Please be aware of the following:
- One-sided call recording is available during Kaia Voice calls only. (This feature is not supported with other voice service providers at this time.)
- One-sided calls receive real time transcription during the call of both the buyer and seller, just like two-sided recorded calls. The transcript and audio of the buyer is not saved, only the seller.
- If you do not wish for Outreach to receive the audio stream for analysis and display transcription from the buyer, this can be disabled under profile settings and toggle Show the transcription of external participants in Kaia Live off.
- Live content cards remain available during one-sided recorded calls and can be triggered by either the buyer or seller speaking, just like two-sided recorded calls if both the transcription of external participants is enabled.
- One-sided call recording retains accurate talk time metrics for the buyer and seller.
- Bookmarks and quoting remain available for the seller utterances during the call. Bookmarks and quoting of buyer utterances is disabled.
- Action items are automatically identified from the seller speaking, not the buyer.
- Topics and key moments are not available for one-sided calls.
What is one-sided call recording?
- One-sided call recording is another mechanism that organizations can use to achieve their compliance goals by recording only the seller (Outreach user) side of Kaia Voice calls. In one-sided recording mode, Kaia retains valuable features including real-time transcription, live content cards, and more.
- When one-sided recording is enabled, calls placed to/from area and country codes configured in the restricted call recording areas can be one-sided recorded rather than recording disabled entirely for these calls.
- One-sided call recording is a user profile setting configured by administrators.
- One-sided call recordings retain the following Kaia features:
- Live content cards triggered from either buyer or seller speaking
- Live meeting transcript of both buyer and seller
- One-sided call recordings have the following changes in behavior:
- Post-meeting transcript and audio recording only contains seller, rather than both buyer and seller
- Buyer quotes cannot be saved or bookmarked
- Buyer speaking cannot create action items, only the seller speaking
- Topics and key moments are not available for one-sided calls
Admin Configuration
Configure restricted call recording areas
- In Outreach, navigate to Administration > Organization > Org info.
- Click to open the Voice tab.
- Scroll down to Restricted call recording areas update the area/country codes list as needed. These area/country codes will have recording disabled, except for user profiles that have one-sided recording enabled. (Learn more.)
- When done, click Save.
Configure one-sided call recording on certain user profiles
- In Outreach, navigate to Administration > User management > Access control > Profiles.
- Find and click the profile you wish to edit.
- In the menu, click Kaia meetings to quickly navigate to that section.
- Scroll down to Kaia Recording options > One-sided recording (Kaia Live only).
- From the drop-down picker, select On.
- Select an option for One-sided recording for restricted recording regions only.
- Off - All Kaia Voice recorded calls for this user profile will be one-sided recording only, regardless of region.
- On - Kaia Voice recorded calls for this user profile will be one-sided recordings only for the restricted regions. All calls to non-restricted regions that are recorded will record both parties.
- Click Save to complete configuration.
- Repeat as needed for any other profiles.
User Experience
Live call recording
- Users that have one-sided recording configured and start to record a call to/from a restricted area will see an indicator in the active call window indicating that the call is recording as one-sided.
- One-sided calls receive real time transcription during the call, just like two-sided recorded calls. The transcript and audio of the buyer (prospect/customer) is not saved, only the seller (Outreach user).
- Live content cards remain available during one-sided recorded calls and can be triggered by either calling party speaking, just like two-sided recorded calls.
- Bookmarks and quoting remain available for the seller utterances during the call. Bookmarks and quoting of buyer utterances is disabled.
- Action items are automatically identified from the seller speaking, not the buyer.
Call recording playback
If Live calling experience for a one-sided call where transcription for external participants is not enabled:
- One-sided calls receive real time transcription during the call of only the seller
- Live content cards remain available during one-sided recorded calls and can be triggered only by the seller
- Bookmarks and quoting remain available for the seller utterances during the call. Bookmarks and quoting of buyer utterances is disabled.
- Action items are automatically identified from the seller speaking, not the buyer.
When playing back a one-sided call recording, a One-sided tag is shown on the top of the call recording page that indicates the call is a one-sided recording.
The buyer (prospect/customer) portion of the transcript and recording will be empty, and the buyer will not appear in the speaker duration list.
Topics and key moments are not available for one-sided calls. (Talk time metrics for the buyer and seller remain accurate for one-sided calls.)
