Aloware provides a set of call handling and recording options that help admins manage compliance, improve workflows, and create consistency across the team. Instead of thinking about each option as a switch, it helps to look at how these settings affect daily operations for agents and the customer experience.
Managing user and agent status
Force users to always available
When this option is enabled, all agents remain in the Available status automatically. This prevents them from setting themselves to Busy or Break on their own. It’s useful when admins want to ensure that incoming calls are always distributed evenly across the team. Admins can still change individual statuses through the Wallboard if adjustments are needed.
After-call work management
Wrap-up duration - after finishing a call, agents may need time to write notes, log outcomes, or schedule follow-ups. The wrap-up duration setting controls how much time is allocated for this.
Force wrap-up settings - instead of letting each agent set their own wrap-up duration, admins can enforce a single wrap-up time across the account. This ensures that reporting is consistent and that agents handle calls within the same post-call workflow.
Call recording options
Inbound call recordings - Admins can decide whether inbound calls are always recorded, never recorded, or follow the recording rule set at the line level.
Outbound call recordings - The same flexibility applies to outbound calls. Settings can enforce recording for every call, turn it off completely, or follow the line default. Admins also have the option to prevent agents from changing these preferences on their own.
Force outbound call recording settings - restrict agents from altering call recording settings.
Call recordings for external transfers
When a call is transferred to an external number (outside the Aloware system), special rules apply to call recordings.
Default behavior - by default, recordings continue when a call is transferred externally.
Automatic stop - to meet compliance requirements, Aloware can now stop recording as soon as the external party answers. This prevents conversations with third parties from being recorded without authorization.
Recording scope - in these cases, only the portion of the call that happened before the transfer is saved. Nothing after the transfer is included.
This ensures admins can control recording behavior both globally and per line, depending on their compliance needs.
Outbound greetings
Admins can configure messages that play when customers receive an outbound call from the company.
Account-level greetings apply to all agents unless they have a personal greeting.
Forced account-level greetings override personal greetings, making sure every agent plays the same company-defined message.
Outbound call handling
Default outbound line - select an outbound line for your calls, or allow agents to configure this setting in their profiles.
Wait for voice - enable or disable agents from hearing "Connecting..." at the beginning of outbound calls.
Force outbound line settings - restrict agents from overriding these configurations.
Force call disposition (beta) and force contact disposition - enabling this option will make the wrap-up timer paused, back button, callback, and agent status dropdown will be locked until the agent disposes of the call.
Call recording channels
Enabling dual-channel recording for calls will save the audio into two separate channels based on the source or speaker.
For example, on a standard two-person phone call, a dual-channel recording would record the caller and the contact separately on the same audio recording.
Compliance and security
Call masking - enable to utilize the lead's phone number for all transfers, both inbound and outbound.
Call records retention duration - enables billing admin to adjust call recording retention and deletion settings, offering options for indefinite retention, line-specific settings, and timed deletions (10, 30, 60 days), ensuring compliance and storage optimization. Changes at the account level apply to all lines unless the 'Follow Line's Setting' is selected.
User experience enhancements
Hold music - customize the hold music for the entire account here. Leave it blank to use our default hold music.
Notification sound of fishing mode - when activating Fishing Mode, you have the option to enable a sound for incoming calls. When the Normal Ring is enabled, incoming calls will make a single notification sound or ring like a normal call.
