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How to set up the bOnline Call Recordings add-on

Install bOnline's Call Recordings add-on in mybOnline to record, store, summarise and search calls with AI transcriptions, plus how to downgrade or remove it.

bOnline's Call Recordings add-on lets you record, store, summarise, and instantly search calls with powerful AI transcriptions. Enhance training, stay compliant, and deliver standout customer service, all from one place.

Please note: This is an account-level add-on and will be billed according to the number of users connected to your account.

How to install the Call Recordings add-on

  • Go to the 'Account add-ons' page in mybOnline.

  • On the 'Call recordings' card, click 'Edit'.

  • In the setup window, configure your call recording preferences.

    The Call recordings setup window for configuring your preferences.

Choose your preferences for each of the following:

  • How recordings happen:

  • Automatic (Recommended): all calls are recorded without any action.

  • On-demand: you choose when to start and stop recordings.

  • How you access and review recordings:

  • Advanced (Recommended): includes transcripts, summaries, and keyword search.

  • Basic: listen and download recordings in mybOnline.

  • How long recordings are stored:

  • 7 Years (Recommended): long-term storage for compliance.

  • 1 Year: short-term storage.

  • Note: Customers previously on the Basic Call Recording plan have been migrated to the Advanced Call Recording plan to benefit from enhanced features and extended storage.

  • Pricing Details:

    • Advanced Call Recording: £11 + VAT per month

    • Alternative Plan: £8 + VAT per month (includes 1-year storage)

The call recording preferences screen showing options for how recordings happen, how they are accessed and reviewed, and how long they are stored.

  • Review the 'Summary' screen. This will show your selected package, the monthly cost per user, and the VAT breakdown.

  • Tick the box to accept the charges, then click 'Save'.

    The Summary screen with the box ticked to accept the charges before saving.

Once saved, the Call recordings add-on will appear at the bottom of your 'Account add-ons' list with the package name and monthly price. You can then access and manage your recordings through the 'Call Reports' or 'Call Recordings' section in mybOnline. Here, you can play, pause, or download recordings as needed.

The Account add-ons list showing the new Call recordings add-on with its package name and monthly price.

How to downgrade or remove the add-on

If you want to switch back to the default free option (On-demand call recordings), follow these steps:

  • Go to the 'Account add-ons' page in mybOnline.

  • Click 'Edit' on the 'Call recordings' card.

  • Select the 'On-demand' package.

  • Click 'Save' to confirm. Your billing will update automatically.

FAQs on Call Recording

  • Why was I charged £11 instead of £5? The pricing change is due to the migration from Basic Call Recording to Advanced Call Recording, which costs £11 + VAT per month. An alternative plan with 1-year storage is available for £8 + VAT per month.

  • How do I access my call recordings? You can access your recordings through the 'Call Reports' or 'Call Recordings' section in the MybOnline portal.

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