Call Recording Doc

Overview

Purpose

Call recording captures audio of phone conversations for quality assurance, training, dispute resolution, and regulatory compliance. Configure recording per-user, per-queue, per-trunk, or on-demand.

Recording Options

Automatic Recording

All calls are recorded automatically.

Best For:

Call centers
Regulated industries (financial, healthcare)
Quality assurance
Training purposes

Considerations:

Storage requirements
Legal compliance (consent)
Privacy regulations
Notification requirements

Manual Recording

Users initiate recording during call.

Activation:

Press feature code (*1 during call)
BLF key on phone
Softphone button

Best For:

Selective recording
Important calls only
Note-taking replacement
Dispute documentation

User Training

Train users on when and how to initiate on-demand recording.

No Recording

Calls are not recorded.

Use When:

Privacy-sensitive communications
Legal restrictions
Personal calls
Executive extensions

External Calls Only

Record calls to/from external numbers, not internal.

Benefits:

Customer interaction focus
Reduced storage
Internal privacy
Compliance balance

Recording Configuration

Enable Recording

Go to Call Features > Recording

Configure global settings:

Default recording mode
Storage location
Retention period
File format

Per-User Recording

User Settings > Features > Call Recording:

Options:

Always record
On-demand only
Never record
External only

User Permissions

Restrict recording access based on user role and business needs.

Per-Queue Recording

Queues > Configuration > Recording:

Enable queue recording
All calls or random sampling
Storage and retention
Supervisor access

Use Case: Record all support calls for quality monitoring

Per-Trunk Recording

Trunks > Configuration > Recording:

Record inbound calls
Record outbound calls
Both directions
Specific DID numbers

Use Case: Record calls on specific customer service numbers

Legal Compliance

Legal Requirements

Call recording is subject to federal, state, and international laws. Consult legal counsel before implementing recording.

Global Regulations:

GDPR (Europe):

Explicit consent required
Data protection rights
Access and deletion requests
Limited retention

Other Regions:

Canada: One-party consent
UK: Generally permitted with notification
Australia: One-party consent
Varies by country

International Calls

When recording international calls, comply with the strictest jurisdiction involved.

Recording Announcements

Notification Options:

Pre-Call Announcement:

"This call may be recorded for quality assurance
and training purposes."

Periodic Beep:

Play beep every 15 seconds during recording
Common in two-party consent states
Audible indication of recording

On-Demand Notification:

"This call is now being recorded."

Configuration:

Upload announcement audio
Set beep interval
Enable per trunk/queue
Test thoroughly

Storage & Retention

Storage Options:

Local PBX storage
Network storage (NAS/SAN)
Cloud storage
Archive systems

Retention Policies:

Regulatory requirements (typically 3-7 years)
Business policy
Storage capacity
Compliance audits

Auto-Cleanup:

Delete recordings after X days
Archive before deletion
Backup critical recordings
Compliance exceptions

Storage Planning

Calculate: 1 hour = ~8MB (G.711) or ~3MB (G.729). Plan storage for volume × retention period.

Access & Playback

Who Can Access:

Supervisors/managers
Quality assurance team
Compliance officers
IT administrators
Extension owner (own calls)

Access Controls:

Role-based permissions
Audit logging
Download restrictions
Playback limits

Playback Options:

Web portal playback
Download as audio file
Email delivery
API access for integrations

Best Practices

Implementation:

Review legal requirements in your jurisdiction
Create recording policy
Train staff on compliance
Configure announcements
Test recording functionality
Monitor storage capacity
Regular compliance audits

Policy Guidelines:

Document recording purpose
Define who is recorded
Specify retention periods
Establish access controls
Train employees
Inform customers
Review annually

Quality Assurance:

Random sampling for QA
Coaching opportunities
Performance metrics
Customer experience improvement

Troubleshooting

No Recordings Captured:

Verify recording enabled
Check storage space
Confirm codec compatibility
Review permissions
Test manual recording

Poor Audio Quality:

Check codec settings
Verify bitrate
Test network quality
Adjust recording format

Storage Issues:

Monitor disk space
Enable auto-cleanup
Archive old recordings
Increase storage capacity

Call Queues: Queue recording configuration
User Features: Per-user recording settings
Security: Recording access controls