Voice can record calls automatically or on demand. Recordings are stored securely and are accessible to admins and authorized users. Admins control who gets recorded, how long recordings are kept, and whether a consent announcement plays before the call begins.
This article covers enabling recording, controlling it during a call, accessing recordings, and compliance settings.
How Call Recording Works
Recording behavior is set per extension:
- Always on — Every call on this extension is recorded automatically from the moment it connects.
- On-demand — The agent can start and stop recording manually during a call.
- Never — Calls on this extension are not recorded.
Admins set the recording policy for each extension from the Extensions panel.
Enabling Recording for an Extension
- Go to Extensions and open the extension you want to configure.
- Find the Recording Policy setting.
- Choose Always, On-demand, or Never.
- Save.
Consent Announcement
If your organization requires two-party consent (or simply wants to inform callers), Voice can play an announcement at the start of each recorded call.
- Go to Org Settings.
- Enable Recording Consent Announcement.
- Upload the consent audio file (e.g., "This call may be recorded for quality assurance.").
- Save. The announcement plays automatically at the start of every call where recording is active.
Pausing and Resuming Recording
During a call, agents can pause recording — for example, while a customer reads a credit card number or other sensitive information. To pause:
- During an active call, click the Pause Recording button in the call controls.
- Recording stops. The pause span is logged with a timestamp.
- Click Resume Recording to restart.
Pause spans are retained in the audit log regardless of the overall recording retention settings.
Accessing Recordings
Admins and users with recording access can find recordings in the Call History or Recordings section:
- Go to Call History and open a call record.
- If a recording exists, an audio player and download link appear in the call detail.
- Click Download to save the file. Downloads are served via a short-lived secure link.
Retention and Cleanup
Recordings are kept for the duration set in Compliance Config. Available presets include 30 days, 60 days, 90 days, 1 year, 3 years, 7 years, and indefinite. The system automatically deletes recordings beyond the retention window during its daily cleanup job.
Legal Hold
If a specific call must be kept beyond the normal retention window — for litigation, investigation, or compliance reasons — you can place it on legal hold:
- Open the call record.
- Toggle Legal Hold on.
Calls under legal hold are never deleted by the automated cleanup, regardless of the retention preset.
eDiscovery Exports
For legal or regulatory requests, admins with compliance access can export call records, transcripts, and audio through eDiscovery. Exports are bundled and made available for download.
Compliance Note
Call recording laws vary by jurisdiction. In some states and countries, only one party to the call needs to consent to recording; in others, all parties must be informed. The consent announcement feature helps meet disclosure requirements, but your organization is responsible for complying with applicable laws. Consult legal counsel to confirm your recording setup meets local requirements.
FAQ
Can agents see when they are being recorded? Yes. The call controls show recording status during an active call.
Can I record only inbound calls and not outbound? Recording policy is set at the extension level, not the call direction. If you need direction-based control, discuss this requirement with your MSP admin.
What happens to recordings when a user's extension is deleted? Recordings are tied to the call record, not the extension. Deleting an extension does not delete its historical call recordings. They remain accessible through Call History.