Record

The Record component controls whether a call is recorded once the caller is connected to another party. Add it to a call flow to begin recording at that point and, if you like, play prompts that let everyone on the call know recording is happening. You can also use it the other way around, to switch recording off for a call that would otherwise be recorded.

Note

After a Record component turns recording on, a second Record component cannot pause or stop it. Extension users who have the right permission can still change the recording state themselves, from Extension and Trunk > Extension > Features > Call Recording.

To stop a call from being recorded, set the component to disable recording instead.

Supported prompt types

When you announce recording, you can source the audio in one of two ways.

Prompt type	Description
Custom Prompt	Pick an existing custom prompt, or make a new one by recording it from an extension or uploading an audio file.
Text to Speech (TTS)	Type the wording you want and have it spoken in the language and voice style you choose.

Note

Before you can use TTS, turn the Text-to-Speech feature on under Integrations > AI.

Configure the component

1. Add the Record component to your call flow, then click it to open its settings.

   

2. In the Recording list, choose whether to enable or disable call recording.

   

   Caution

   Call-recording rules vary by location, and many require that you notify everyone on the call before recording begins. When you turn recording on, use the start-of-recording prompt or the periodic beep tone (both set up in the next step) to announce it, and check what your local rules require.

3. If you enabled recording, set up the prompts that tell participants the call is being recorded.

   Note

   Participants in a Conference Call or a Multi-party Call do not hear these prompts.

   Play a prompt when recording starts

   Announce the start of recording with one or more audio prompts or a text-to-speech message.

   Using a custom prompt:

   

   1. Select Custom Recording Prompt.

   2. Click Custom Prompt.

   3. Choose the prompt(s) to play.

      Note

      You can add up to 5 custom prompts.

      • To reuse an existing prompt, pick it from the Prompt list.

      • To add a new one, click Record New to record it from an extension, or Upload to add an audio file.

        Note

        New prompts are stored under PBX Settings > Voice Prompt > Custom Prompt.

   Using text to speech:

   

   1. Select Custom Recording Prompt.

   2. Select Text to Speech.

   3. Fill in the remaining fields to turn your text into speech.

      Note

      You can convert both static and dynamic text.

      • Static text: type the wording straight into the Text field.
      • Dynamic text: type the wording and add placeholders backed by variables so the message is composed on the fly. You can also set a generation timeout; if the speech is not ready in time, the caller moves on to the next component without hearing a prompt.

      

      The generated speech is saved and synced to PBX Settings > Voice Prompt > Custom Prompt.

   Play a prompt while recording continues

   Play a periodic beep so participants know the recording is still running.

   

   1. Select Play Beep Tone Periodically During Call Recording.
   2. In Interval Duration(s), enter how many seconds to wait between beeps.

4. Click Confirm in the bottom-right corner. The recording status then shows on the component.

   

Component variable

When a Record component uses TTS, the system saves the outcome of that conversion in a variable. You can read this variable from components that accept expressions, Condition, for example, and branch the call on the result.

Note

Because a call flow can contain more than one Record component, each is numbered in the order you add it (Record 1, Record 2, and so on). Include the matching index in the variable name so you read the value from the component you mean.

Variable	Type	Description	Example value
$Record{index}.ttsResult	String	The text-to-speech outcome for the Record component. RecordTTSResult.Success means the text was spoken to the caller; RecordTTSResult.Timeout means it was not generated in time, so the caller was sent straight to the next component with no prompt.	$Record1.ttsResult(STRING)=RecordTTSResult.Timeout

Connect the component

A Record component connects to exactly one downstream component, which takes over once recording is set. You can connect any of the components below.

Component	What it does
Prompt	Plays an audio prompt or a text-to-speech message to the caller.
Business Hours	Routes calls to different destinations based on the time of day.
Menu	Offers callers a set of options and routes on the DTMF (Dual-Tone Multi-Frequency, the tones a phone sends when a caller presses keypad keys) digit they press.
User Input	Collects DTMF digits from the caller, usually paired with Condition to route on what was entered.
Language	Switches the system-prompt language for the components that follow.
Record	Starts recording once the caller connects to another party, with optional notice prompts, or disables recording for a call that would otherwise be recorded.
Dial by Number	Lets callers dial a number directly to reach their destination.
Dial by Name	An end component that lets callers reach a user by typing the first three letters of their name.
Transfer	An end component that hands the caller to a set destination, with an optional prompt announcing the transfer.
Hang Up Call	An end component that disconnects the caller.
Condition	Routes calls according to logical expressions.
Loop	Repeats a group of components a set number of times or until a condition is met.
Internal Data Ops	Reads from and writes to the PBX’s built-in database. See Get Extension Presence Status, Set Extension Presence Status, Get Queue Agent, Get Queue Info, Get Agent Status, Set Agent Status, Get System Info, Get System Capacity, Get Extension Info, and Get Company Contact Info.
Email Sender	Sends email for real-time notifications, alerts, or user-specific information.
Database Access	Runs SQL against a database mid-call to read or update data.
HTTP Request	Sends HTTP requests to external servers to exchange data with third-party services.