Overview
Call recording allows phone calls to be captured and stored for later playback, review, or compliance purposes. Recordings are retained on a best-efforts basis for up to 30 days by default. If longer-term or guaranteed retention is required, recordings can be stored in an Amazon S3 bucket that you provide. This requires a one-time setup fee. Contact support for pricing details.
Note on codec compatibility: Only calls using G711u (PCMU), G722, and G729 codecs will be recorded. G722.1 and its variations will not be recorded.
Note on transferred calls: Calls from off-net that are transferred (warm or cold) to an off-net destination will not be recorded. Calls from off-net that are forwarded via a routing user to an off-net destination will be recorded.
Activating Call Recording
Call recording must be enabled by support before it can be used. Contact support to request activation. Additional fees may apply.
Star Codes for Call Recording
Once call recording is active, the following star codes can be used during a call:
- *80 – Start Recording
- *81 – Stop Recording
- *82 – Pause Recording
- *83 – Resume Recording
If Recording Is Enabled by Default at the User or Device Level
- Using *80 and *81 will only record the portion of the call between those two star codes, not the full call. These codes can only be used once per call.
- *81 will not work unless *80 was used first during that call.
- *82 and *83 can be used multiple times in a single call to pause and resume. If *82 is pressed and *83 is not pressed within one minute, recording will automatically resume.
If Recording Is NOT Enabled by Default
- Recording will only occur if *80 and *81 are both used.
- *82 and *83 will not work in this configuration.
Note: If *80 is used but *81 is not pressed before the call ends, the recording will still be saved, starting from when *80 was pressed and ending at call termination.
Listening to Recordings
All recordings are stored in the user’s Call History within the portal. To listen to a recording, find the call in your Call History and click Listen. You can also download the recording as a .wav file to play it back on your computer.
Adding Notes to a Recorded Call
After a call is recorded, you can add notes to the call record. Click the Notes option next to the call in your Call History. A popup will appear with fields for Disposition, Reason, and Notes. Fill in the relevant details and click Save. Notes will appear in the Notes column if you export your call history. To set up a pre-made list of dispositions to choose from, contact support.
Call Recording Conditions
Whether a call is recorded depends on where recording is activated: at the User level, the Device level, or both. There are two ways to route a call to a user: directly to the User (which follows answering rules) or directly to the Device (which bypasses answering rules). Ring Groups and Call Queues route to the Device, not the User.
Condition 1: Recording Enabled on Both User and Device
- Call to DID: Recorded
- Call to Auto-Attendant: Recorded
- Call transferred to extension: Recorded
- Call parked and picked up by another extension: Recorded
- Call into Ring Group: Recorded
- Call into Call Queue: Recorded
Condition 2: Recording Enabled on User Only (Not Device)
- Call to DID: Recorded if the DID routes to the User
- Call to Auto-Attendant: Recorded if the AA routes to the User
- Call transferred to extension: Recorded
- Call parked and picked up by another extension: Recorded
- Call into Ring Group: Not recorded
- Call into Call Queue: Not recorded
Condition 3: Recording Enabled on Device Only (Not User)
- Call to DID: Recorded only if answering rules route the User to the Device
- Call to Auto-Attendant: Recorded only if answering rules route the User to the Device
- Call transferred to extension: Recorded only if answering rules route the User to the Device
- Call parked and picked up by another extension: Recorded only if answering rules route the User to the Device
- Call into Ring Group: Recorded
- Call into Call Queue: Recorded