Record every agent call on Android and send it to your CRM

Since Android 10, ordinary apps cannot capture the audio of a normal phone call, and in 2022 Google Play closed the workaround that call-recorder apps relied on. Some phone makers still record calls in their own dialer, but those files stay on each phone. There is no API, and nothing a manager can count on.

So the recording has to happen where the call is connected, at the telephony provider, not on the handset. That is also what makes it automatic: nobody has to remember to press record.

All three record every call at the provider. Which one fits depends on how your team works today.

• The provider rings the agent first. The agent taps call, the provider rings their phone, and once they answer it connects the customer. It works on any phone with no app to install, and the customer sees your business number.
• A calling app on the phone. The agent calls over the internet from an app. It needs a steady data connection, and in return the whole call stays inside the app. We build Android apps when this is the right fit.
• A dialer in the browser. Agents call from a browser on their phone or laptop. Microsive Dialer has a mobile layout with a full dialpad for this.

Inbound works the same way. Customers call your business number, the provider rings the right agent, and the call is recorded before anyone picks up.

Your numbers are bought in your own provider account, so the calls and the recordings sit there, not with us. We use Plivo for Indian numbers. When a recording is ready, Plivo sends a notice to an address we set up, and that is the moment the recording moves on to your CRM.

How long Plivo keeps each file depends on your Plivo plan. If you need recordings kept longer, we can also copy each one to storage you own.

• The recording, as a file or a link.
• Inbound or outbound, the agent, and the customer's number.
• When it started, how long it ran, and whether it was answered.
• A transcript and a short summary, if you want them.

It can go into any CRM that offers an API, or by webhook into your own system. Each webhook is signed, so your system can check it really came from us. More on this in integrations.

We do not guess at any of this. We ask, then write it into the scope.

• How your agents call today: their own SIM, a softphone, an app, or something else.
• How many agents, and how many calls a day.
• Which numbers customers call you on, and whether you want to keep them.
• Which CRM or system the recordings go into, and whether it has an API.
• Whether the recordings must stay in your Plivo account, and for how long.
• Who in your team should be able to listen to them.

Our own sales team makes its calls through Microsive Dialer, software we built (Microsive Dialer). It records calls, writes transcripts and summaries, and logs each call to the CRM. For your team we either set it up or build only the part you need, such as the recording pipeline into a CRM you already use.