Allow Users to Switch Call Recording Status

Once call recording is configured for an extension, trunk, paging/intercom, conference, queue, or IVR (Interactive Voice Response, the automated menu that answers and routes callers), matching calls begin recording the moment they connect, and no one can turn that recording on or off mid-call. If you would rather keep sensitive parts of a conversation off the record, or let staff record only when it matters, you can grant chosen users the ability to control recording while they are on a call.

What users can and cannot control

Granting recording control lets a user pause, resume, or start recording during ordinary calls. It does not extend to every call type:

Caution

Even with permission granted, an extension user cannot change the recording status while on a conference call or a paging/intercom call.

Grant recording control to an extension

1. Sign in to the management portal and go to Extension and Trunk > Extension, then open the extension you want to edit.

2. Select the Features tab.

3. Under Call Recording, choose the level of control to give the user:

   

   • Pause/Resume: The user can pause and resume recording during calls that are already set to be recorded.

     Tip

     Recording only happens for calls you have configured for it. To choose which calls get recorded, see Set up Call Recording.

   • Start/Pause/Resume: The user can start, pause, and resume recording on any call, whether or not it was configured for recording, the exceptions being conference and paging/intercom calls.

4. Click Save, then Apply.

How users switch recording during a call

A user with permission can toggle recording in either of these ways:

• Tap the recording button in the Cloud Voice App.

• Dial the recording feature code.

  Note

  The feature code for switching recording status is *1 by default. You can change it, enable it, or disable it from the management portal under Call Features > Feature Code > Recording > Switch Extension’s Recording Status.

By default, users can also open the recording file that is produced when a call ends. If you need to keep certain users from opening recordings, see Restrict Users from Viewing Recording Files.