# Set up Call Recording

Cloud Voice can record calls automatically for the parts of your phone system that matter most. Choose which trunks, extensions, paging/intercom groups, conferences, queues, and IVRs (Interactive Voice Response menus, the automated menus that ask callers to press a key) are covered, and the system captures those calls without any action from your users. Every recording option lives in one place: sign in to the PBX (Private Branch Exchange, the system that routes your calls) web portal and go to **Call Features > Recording**.

After you change any setting on this page, click **Save** and then **Apply**. **Save** stores your changes, but they do not take effect on live calls until you click **Apply**.

:::caution
Recording a call without telling the people on it may be against the law. Many regions require you to notify one or both parties, or to get their consent, before you record. Confirm your organization's policy and the rules for the areas you operate in before you turn recording on. Options like the periodic beep tone (see below) can help you meet a notification requirement.
:::

## Trunks

When you record a trunk (the connection that carries calls between your phone system and the outside telephone network), Cloud Voice captures the external calls that pass over it.

1. Go to **Call Features > Recording**.
2. In the **Record Trunks** section, move each trunk you want to record from the **Available** box into the **Selected** box.
3. (Optional) Play a periodic beep during recording so both parties are reminded the call is being captured:

   a. In the **Selected** box, click the edit icon next to the trunk.

   b. Select **Play Beep Tone Periodically During Call Recording**.

   ![Trunk recording dialog with the periodic beep option turned on](/images/pbx/set-to-play-beep-periodically.png)

   c. In **Interval Duration (s)**, enter how many seconds should pass between beeps.

   d. Click **Confirm**. The trunk's **Play Tone** value changes to **Yes**, confirming the periodic beep is on.

   ![Trunk list showing Play Tone set to Yes](/images/pbx/play-tone.png)

   :::note
   The beep tone does not play on calls that involve more than two people, such as conference calls and multi-party calls.
   :::
4. Click **Save**, then **Apply**.

## Extensions

Recording an extension captures both its internal and external calls.

1. Go to **Call Features > Recording**.
2. (Optional) In the **Recording Settings** section, select **Enable Recording of Internal Calls** to include calls between extensions.

   ![Recording settings with internal-call recording enabled](/images/pbx/enable-record-internal-calls.png)
3. In the **Record Extensions** section, move each extension you want to record from the **Available** box into the **Selected** box.

   ![Extension recording with several extensions moved to the Selected box](/images/pbx/record-extensions.png)
4. (Optional) Keep recording a call after the extension transfers it elsewhere:

   a. In the **Selected** box, click the edit icon next to the extension.

   b. Select **Continue Recording After Call Transfer**, then click **Confirm**.

   ![Extension dialog with Continue Recording After Call Transfer selected](/images/pbx/continue-recording-extension.png)

   :::note
   Whether recording continues after a transfer depends on the destination. (An *attended transfer* is one where the agent speaks to the destination first and then connects the caller, as opposed to a blind transfer that connects the caller straight away.)
   - Recording **continues** when the call is transferred to a **queue**, even if that queue is not set up for recording.
   - Recording **stops** when the call goes to a **call flow** that uses a recording component to turn recording off, or to an **IVR** where the caller has pressed the key to opt out of recording.
   - Recording **may not continue** for calls attended-transferred from the Cloud Voice App to a **paging/intercom group** or a **conference**, unless that destination is set up for recording.
   - Recording **may not continue** for calls transferred to the Cloud Voice App and then attended-transferred again, unless one of the parties is set up for recording.
   :::
5. Click **Save**, then **Apply**.

## Paging and intercom

You can record every paging and intercom call with a single setting.

1. Go to **Call Features > Recording**.
2. In the **Recording Scope** section, select **Enable Recording for Paging/Intercom**.

   ![Recording scope with paging and intercom recording enabled](/images/pbx/record-paging-intercom.png)
3. Click **Save**, then **Apply**.

:::note
Paging and intercom calls are recorded silently. No announcement plays to warn participants, and no one can pause or stop the recording, even with recording-control permission.
:::

## Conferences

Recording a conference captures the calls held on it.

1. Go to **Call Features > Recording**.
2. In the **Record Conferences** section, move each conference you want to record from the **Available** box into the **Selected** box.
3. Click **Save**, then **Apply**.

## Queues

Recording a queue captures the calls its agents handle.

1. Go to **Call Features > Recording**.
2. In the **Record Queues** section, move each queue you want to record from the **Available** box into the **Selected** box.

   ![Queue recording with queues moved to the Selected box](/images/pbx/record-queues.png)
3. (Optional) Keep recording a call after an agent transfers it elsewhere:

   a. In the **Selected** box, click the edit icon next to the queue.

   b. Select **Continue Recording After Call Transfer**, then click **Confirm**.

   ![Queue dialog with Continue Recording After Call Transfer selected](/images/pbx/continue-recording-queue.png)

   :::note
   Whether recording continues after a transfer depends on the destination:
   - Recording **continues** when the call is transferred to a **queue**, even if that queue is not set up for recording.
   - Recording **stops** when the call goes to a **call flow** that uses a recording component to turn recording off, or to an **IVR** where the caller has pressed the key to opt out of recording.
   - Recording **may not continue** for calls attended-transferred from the Cloud Voice App to a **paging/intercom group** or a **conference**, unless that destination is set up for recording.
   - Recording **may not continue** for calls transferred to the Cloud Voice App and then attended-transferred again, unless one of the parties is set up for recording.
   :::
4. Click **Save**, then **Apply**.

## IVRs

Recording an IVR captures the calls routed through it.

1. Go to **Call Features > Recording**.
2. In the **Record IVR** section, move each IVR you want to record from the **Available** box into the **Selected** box.
3. Click **Save**, then **Apply**.