Call recording is one of the most useful and frequently requested features in business VoIP systems. Whether the goal is agent training, quality assurance, compliance documentation, or simply keeping a record of important client conversations, the ability to record calls and retrieve those recordings later is a genuine operational capability that VoIP makes straightforward. Here is a complete guide to how call recording works on a hosted VoIP system and how to use it effectively.
Most hosted VoIP platforms offer two distinct call recording modes, and understanding the difference helps you choose the right approach for your use case.
Always-on recording, sometimes called automatic recording, records every call that an extension makes or receives automatically, without any action required from the user. The recording begins when the call connects and ends when it disconnects. This mode is used in compliance-driven environments where a complete record of all calls is a regulatory requirement, in call centers where quality assurance requires all agent calls to be reviewable, and in any context where the goal is comprehensive call capture rather than selective recording.
On-demand recording allows the user to start and stop recording during an active call using a star code or a button in the softphone application. Recording only happens when the user actively initiates it. This mode is more appropriate for users who need to record specific conversations, such as when taking a complex order, discussing contract terms, or documenting a client complaint, rather than recording all calls indiscriminately.
Call recording must typically be enabled by an administrator before it is available to individual users. Contact your system administrator or VoIP provider to request that call recording be enabled for the relevant extension or extensions. Depending on the platform and your subscription, call recording may be an included feature or an add-on that carries an additional monthly cost. Storage for recordings may also have a retention limit, commonly 30 to 90 days, after which older recordings are automatically deleted unless additional storage is configured.
For organizations that need longer-term storage of call recordings, most hosted VoIP platforms support integration with external cloud storage services like Amazon S3. Recordings are automatically pushed to the configured external storage as they are created, providing indefinite retention independent of the platform’s built-in storage limits.
On most hosted VoIP systems, on-demand recording during a call is controlled by the following star codes. Check with your provider if your codes differ:
Dial *80 during an active call to start recording. Dial *81 to stop recording. Dial *82 to pause recording and *83 to resume it. These codes work from desk phones during a call without putting the caller on hold. The caller typically hears a brief tone or announcement indicating that recording has started, depending on how the system is configured.
If always-on recording is enabled on the extension, using *80 and *81 records only the portion of the call between those two activations rather than the full call, and *82 and *83 allow pauses during that recorded segment. If always-on recording is not enabled, only *80 and *81 are relevant, and *82 and *83 have no effect.
If you use a UC softphone application rather than or in addition to a desk phone, call recording is typically available directly from the active call interface. A Record button appears in the call controls during an active call when recording is enabled on your extension. Clicking it starts recording. Clicking it again stops it. A pause button may also appear for temporarily suspending recording without ending it. This interface is more visible and intuitive than star codes for most users, which can improve adoption in environments where on-demand recording is the chosen mode.
Completed recordings are stored in the call history section of the user portal or the call center management interface, depending on your platform. Each recorded call is identified by a distinctive icon in the call log. Clicking on the recording allows you to play it back directly in the browser, download it as an audio file for storage or sharing, or add notes and disposition tags that help categorize and retrieve specific recordings later.
For call center environments, supervisors can access recordings for all agents in their queue, which is essential for quality assurance and coaching purposes. The ability to filter recordings by agent, date range, call direction, and duration makes finding specific calls straightforward even across large recording volumes.
Before implementing call recording, it is important to understand the legal requirements that apply in your jurisdiction and the jurisdictions of the parties you call. Recording laws vary significantly between countries and even between states within the United States. Some jurisdictions require only one party to the call to consent to recording, while others require all parties to consent. Configuring an automated announcement at the start of recorded calls, such as “This call may be recorded for quality and training purposes,” satisfies the notification requirement in most jurisdictions and should be considered standard practice for any business that records calls on a regular basis.
