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.
- 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.
- 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
- 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.)
