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.

   

   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.

   

   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.

   

3. In the Record Extensions section, move each extension you want to record from the Available box into the Selected box.

   

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.

   

   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.

   

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.

   

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.

   

   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.