🎙️ Documentation: Call Recording
Record, search and play calls. What it is, how it works and how to use it — explained step by step.
🎙️ Definition — Call Recording
Call recording saves the audio of calls for quality, training and compliance. You can then search, play and download the recordings (per permissions).
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RecordingThe audio of calls is saved.
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SearchBy date, number, agent or queue.
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Play / downloadPlay or download the recording.
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Controlled accessOnly those with permission can listen.
🗺️ Diagram
The call is recorded on the PBX; UCaaS organizes it so you can find and play it.
Privacy: inform people that the call may be recorded, per the applicable law in your country.
📘 Explanation (step by step)
- Calls are recorded according to your account settings.
- In the recordings module you search by date, number, agent or queue.
- You play or download the recording (with permission).
🖥️ What you see on screen
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Recording listDate and time, caller number, extension that answered, queue and duration.
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PlayerPlay from the browser, skip forward or back, and download the file if your permission allows it.
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FiltersBy date range, number, agent or queue, to reach the exact call.
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From call historyIn the app, the call history shows the linked recording when there is one.
✅ Good practices
- Announce that the call may be recorded. It is set in the welcome message of the menu; in several countries announcing it is mandatory.
- Decide who can listen. Access is granted by permissions: normally administrators and supervisors of the service queues.
- Use recordings for training. Listening to two or three real calls a week with the team improves service more than any manual.
- Download only what you need. A downloaded recording leaves the system permission control and stays on someone device.
Where recording happens: the phone system records the call, not the user app. That is why it works the same whether the call is answered on a desk phone, in the app or in a queue.
❓ Frequently asked questions
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Are all calls recorded?Your company decides: it can be everything, only the service queues, or nothing. It is configured on the phone system.
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How long are they kept?It depends on storage and the policy agreed with your company. It is best to set a period and stick to it.
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Does the caller know the call is being recorded?Only if the welcome message says so. That announcement is set once and applies to every call on that number.