EZLynx is proud to announce the availability of a new integration through Connect Marketplace - Vonage Call Recording! With this integration, you can now have your voice calls automatically saved to the customer's account and keep all your important customer data in one place. 


This integration requires you to use Vonage for your voice over IP (VoIP) calling service. You must also enabled the Vonage Integration through the EZLynx Connect Marketplace. In this release article, we will go over how to turn on the call recording storage, how to retrieve the recordings, and the storage costs. We hope you find value in our new integration offering, as we continually strive to support you in a connected world!


TABLE OF CONTENTS


Did you know? - You can click on the pictures in our articles to make the pictures bigger!

Call Recording in Vonage


With call recording from Vonage, you can setup rules to automatically record calls, or record calls on-demand. Vonage offers two options for recording: 


  • Company Call Recording - With Company Call Recording, you define the rules for which calls are recorded and then any call that matches these rules is automatically recorded. For example, you could automatically record only calls to certain extensions, or only those during business hours. You could automatically exclude calls from certain numbers, such as your employees' families, or record them all! It's your choice. Click here for details on how to configure Company Call Recording in Vonage. 


  • On-Demand Call Recording - With On-Demand Call Recording, you decide which calls to record with a single button push during any call. Click here for details on how to configure On-Demand Call Recording in Vonage.


Contact your Vonage Sales Representative to add call recording to your subscription. If you are not yet a Vonage customer, click here to get started. 

Turning On Call Recording Storage in EZLynx 


Once you have enabled call recording in Vonage, it's simple to turn it on in EZLynx! You can find the Vonage Call Recording integrations in the EZLynx Connect Marketplace. There are separate integrations for Company Call Recording and On-Demand Call Recording. Be sure to select the right one, depending on which feature you are using in Vonage. 



Once you click on the right integration, click the Actions button. Then click Add Integration. You will be asked to approve the monthly storage fee and agree to the Terms & Conditions. Check out the Storage Cost section of this article to learn more! 


If you agree, a new window will open for you to enter your Vonage credentials. Enter your username and password and then click Ok. Please note, that the Company Call Recording must be enabled by an Agency Admin. Once enabled, it will apply to all users within the agency. On-Demand Call Recording can be enabled by each individual user at the agency.

Storage Cost


There will be a charge for call recording storage of $11.90/month per 100 GB of data. This equates to over 1,600 hours of recordings for typical recording files. This amount will be automatically added to your EZLynx Subscription when you enable the integration. The storage cost is based on the total storage for this agency, not for the individual users. For example, if five users enable On-Demand Call Recordings, it still is only $11.90/month per 100 GB of data. 


You can track your call storage volume on the Calls and Message page in Communication Center. Hover over the Communication Center icon and then click Calls and Messages. At the top of the page, you will see the total storage for your agency. The designated billing contact for your agency will also receive an automatic email when your storage reaches 90% of the current tier, so you'll have a heads-up before the cost is increased. 


Retrieving the Recordings


When the integration is enabled, any calls that are recorded by Vonage will be automatically downloaded to EZLynx. It typically takes from 20 seconds up to a few minutes, depending on call duration, for the recording to be saved. Recordings will be retained for seven (7) years in EZLynx Storage, or until you remove the integration.


Attention! - When a recording is downloaded to EZLynx, it is automatically deleted from the Vonage Servers. This is done to avoid double-charging for storage by both Vonage & EZLynx. 


Once a recording has been downloaded, you can access it from three different places within the EZLynx Management System: 


  • Applicant - Activity Tab
  • Applicant - Documents Tab
  • Communication Center - Calls and Messages


Applicant - Activity Tab


From the Applicant Overview, click the Activity tab. When the recording has been downloaded, it will be added as a new Note on the call Discussion. Click the recording file to play the message or download it to your local computer. 



Applicant - Documents Tab


From the Applicant Overview, click the Documents tab. A new folder titled Call Recordings will be created for you. All recording for the customer will be saved in this folder, with an easy-to-navigate subdirectory structure by year and month. As above, click on the document name to download or play the message. 




Communication Center - Calls and Messages 


To see a searchable list of all calls for the agency, hover over the Communication Center icon on the left menu bar. Then click Calls and Messages. 



In the list of calls, the voicemail icon (Shape Description automatically generated with medium confidence)  will indicate that the recording has been downloaded. Click the icon to play the message or download it to your local computer.