FAQs

Getting Started Questions

What are the keypad shortcuts for prompts?

Record Incoming 

Play announcement to advise both parties and STOP recording:  (“recording stopped”) 8

START recording & play announcement to advise both parties: (“recording”) 8

START recording if not already recording and play default announcement (“please note that this call will be recorded for the sole use of the calling party”): #

 

Record Outgoing

PLAY announcement to advise both parties and STOP recording: (“recording stopped”) *0

START recording & play announcement to advise both parties: (“recording”)*0

Play default announcement (“please note that this call will be recorded for the sole use of the calling party”): ##

Play customised announcement: #0

 

 

Record Selective

Play announcement to advise both parties and STOP recording: (“recording stopped”) *0

START recording & play announcement to advise both parties: (“recording”) *0

PLAY customised announcement:  #0

STOP playing customised announcement: ##

To END the recording but not the call: ***

I’m interested. How do I get started?

The first step is to create a Record Retrieve account and start recording. Once a recording has been stored in your inbox it can then be transcribed.

How do I record incoming calls?

There are a few different scenarios that we feel should be explained in depth. So you want to record incoming calls? No problem.

1. If you have an existing business number (e.g. 1300/1800/13 etc) and you want all of your incoming calls recorded, then you need to let your telco know that you need to change your answering point from your business number to your recording number. That may sound a bit tricky, but your telco will get it.

2. If you have an existing business number and you don’t want all of your incoming calls recorded, then you need to give out your Recording Number. Only when someone dials your Recording Number, will that call be recorded (if you haven’t applied the scenario above).

3. If you have a regular personal/local number, and not a business number, then you can only give out your Recording Number to have your calls recorded. You can either change your number to your Recording Number permanently, or you can just give out your Recording Number when you want your incoming calls recorded.

What happens if my balance falls to zero?

Once your account balance is exhausted, an alert email is sent to you. You still have access to your recordings but you will be unable to record any further conversations until you top-up your balance. A good idea is to click the automatic top-up button in your account profile to ensure you never get left short.

Do callers always have to call my recording number when recording incoming calls?

Yes, in order for your incoming calls to be recorded, you need to instruct callers to dial your Recording Number. Your call will then be recorded automatically. Unless you’re a business. See our question: ‘How do I record incoming calls?’ for more information.

How long are my recordings stored online?

Record Retrieve keeps your recordings for 1 year, free. After 1 year, they are stored at a small cost (currently $120 p.a) until you delete them.

How soon after the call ends will I have access to the recording?

It’s all in real time which means as soon as you hang up.

Is there a limit on the duration of a recording?

For any kind of recorded call through Record Retrieve, there is a limit of 4 hours.

How do I listen to my recorded conversations?

A link directing you to your conversation is emailed to you on the completion of your call. Alternatively, listen to your conversation online through the Record Retrieve website, by selecting the recording and clicking play on the built-in player.

Can I share my recording number?

Your recording number is your own, when you add a user to your plan, they will get their own number.

What is my recording number?

Your Recording Number is the one number that Record Retrieve supplies you with so you can use our recording services. With this one number you use it to dial out to record outgoing calls, record your incoming calls, and use selective recording. This way you don’t need to remember many different numbers for each service.

How do I get started after mini-signup?

After you’ve got access to your dashboard, you need go through onboarding, after you’ve selected all the features you need, you’ll be asked to enter your payment details.