One-sided Call Recording

Purpose

The purpose of this article is to provide information to Outreach Admins about configuring one-sided call recording for Kaia Voice users and to provide information to Outreach Users on the one-sided recording experience for Kaia Voice calls they conduct. One-sided call recording is a way to record only the seller side of a Kaia Voice call and not record the buyer side of the call.  

Intended Audience

• Outreach Admin
• Outreach User

Notes: 

• One-sided call recording is available during Kaia Voice calls only
• 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 the feature?

• One-sided call recording is another mechanism that organizations can use to achieve their compliance goals by recording only the seller 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

Key functions of the feature:

• One-sided call recording is another mechanism that organizations can use to achieve their compliance goals by recording only the seller side of Kaia Voice calls.

How to add, install, access:

Administrator configuration of one-sided call recording

1. To configure restricted call recording areas. Navigate to Admin Settings -> Org -> Voice -> Restricted call recording areas. These area/country codes will have recording disabled, except for user profiles that have one-sided recording enabled. 
   
   Learn more.
2. To configure one-sided call recording for Kaia Voice calls on certain user profiles, navigate to Admin Settings -> Profile -> Specific Profile. Scroll down to Kaia Recording Options section -> One-sided recording and select ‘On’ from the drop down picker. 
   

User access

1. Users that have one-sided recording configured, when they record a call to/from a restricted area, they will see an indicator during the Kaia Voice call indicating that the call is recorded as one-sided. Recorded calls to/from unrestricted areas remain two-sided recordings. Users that do not have one-sided recording enabled for their profile will be unable to record calls to/from restricted areas.
2. Live calling experience for a one-sided call:
   
   
   • One-sided calls receive real time transcription during the call, 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.
   • 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. 
3. When playing back a one-sided call recording, a tag is shown on the top of the call recording page that indicates the call is a one-sided recording. The buyer portion of the transcript and recording will be empty and the buyer will not appear in the speaker diarisation list. 
   
4. 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.