Contracts closed over the phone
An agency that sells contracts by phone records every outgoing call its sales team makes, so it always has proof of what the customer was told.
Phone system
Record the calls you need and play them back whenever you want
You choose what to record: every call that reaches a number, the calls an operator makes, or the ones they answer. Recordings are played and downloaded from the call report.
Recorded call
- 09:41:02Call on +44 20 7946 0410: recording started
- 09:41:18The caller presses 2 in the menu and joins the queue
- 09:41:47Laura Green, extension 202, answers
- 09:46:30Call ends: Whole call · 5:28 in the report
- 30 daysRemoved by retention, copy kept in the SFTP backup
What it is for
Call recording in your cloud phone system is switched on where you need it: on a phone number, to record every inbound call from the start, voice menus included; or on a single operator, for the calls they make and the ones they answer.
Recordings are kept in private storage and can only be played through the portal. In the Calls report recorded calls have a microphone icon: open the detail to find the player and the download button.
You decide how many days to keep them: every night recordings older than your retention are deleted. To keep a copy, the backup sends them to your own FTP or SFTP server or an S3 bucket.
If you allow it, operators can also start and stop recording a single call in progress from the operator panel.
Use cases
Customer service quality checks
A manager records the conversations answered by the "Support" queue's operators and replays a few each week to coach the team.
Recording a whole number
A clinic records every call on its bookings line from arrival to hang-up, voice menu included: the detail shows the whole call in a single file.
Recording only when needed
An advisor does not want everything recorded. You give them permission to record a call in progress: when the customer reads out important details they press Record, then Stop.
Long-term archive on your own server
A company must keep recordings for a long time. It keeps 30 days on the platform and turns on a weekly backup of recordings to its SFTP server.
Analysing conversations with AI
A sales team wants to know how many calls mention cancellations. Recorded calls can be read by Conversation analysis, which finds and flags them.
How it works
Choose what to record
On a phone number turn on "Record calls" for every inbound call. On an operator turn on "Record outgoing calls", "Record the calls it answers" or both.
The call is recorded
A number records the whole call from its arrival. An operator recording the calls they answer gets their own recording of the conversation, from the moment they pick up. The call detail shows the step "Recording started".
Play and download
In the Calls report open a call with the microphone icon: each recording has its length, a player and a "Download the recording" button.
Set the retention
In your Profile, under "Keep call recordings", choose after how many days to delete them; leave it empty to keep them until you delete them.
Keep a copy
In Settings, Backups, include recordings in the daily, weekly or monthly copy to your FTP, FTPS, SFTP or S3.
What you can set
On a phone number
- Record calls
- Records every inbound call on that number, whole, from the moment it arrives, voice menus included.
Per operator
- Record outgoing calls
- Records everything the operator dials, outside numbers, other extensions and callbacks they start, from the start of the call; not feature codes such as *….
- Record the calls it answers
- Records the conversations of calls the operator receives and answers, from a queue or direct; each operator who answers gets their own recording.
- Allow recording a call in progress
- An operator panel permission that shows the Record/Stop button during the call; the recording goes with the call's other recordings.
Playback and download
- Report icon
- In the Calls report, calls with recordings are marked with a microphone.
- Call recordings
- The detail lists "Whole call" or each operator's recording, with extension, name and length, and a player to listen to it.
- Download the recording
- Saves the recording's MP3 file to your computer.
- Private storage
- Files sit in private storage and are only played through the portal, never through a public link.
Retention and backup
- Keep call recordings
- From 1 to 3650 days, 30 unless you choose otherwise: older recordings are deleted every night and cannot be recovered; empty keeps them until you delete them.
- Recordings backup
- Copies the audio files of recorded calls, in the "recordings" folder, to your FTP, FTPS, SFTP server or S3 bucket every day, week or month.
Costs and other uses
- Cost
- Recording is charged per started minute by the price list; if your plan includes recording minutes, those are used first.
- Test calls
- Test calls placed from the portal are never recorded.
- Conversation analysis
- Recorded calls from numbers and operators can be transcribed and analysed by AI to find topics and add tags.
Frequently asked questions
How do I turn on call recording on my phone system?
To record every call reaching a number, turn on "Record calls" on that phone number. For a single operator, turn on recording of outgoing calls, of the calls they answer, or both.
Where do I listen to call recordings?
In the Calls report: recorded calls have a microphone icon, and the detail has a player and a button to download the file.
How long are recordings kept?
For 30 days unless you choose otherwise. In your Profile you can set from 1 to 3650 days, or leave the field empty to keep them until you delete them.
Can I record only some calls?
Yes. You can record only certain numbers or certain operators, and give operators permission to start and stop recording a call in progress from their panel.
Which format are recordings downloaded in?
MP3, from the call detail. With backups, recordings are also copied automatically to your FTP, FTPS, SFTP server or an S3 bucket.
How much does call recording cost?
Each recorded minute, including a started one, is charged by your account's price list. If your plan includes recording minutes, those are used first.
Related features
Try it on your own phone lines
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