Call recording
Record telephone calls, pause and resume capture during a call, and set automatic deletion of older recordings.
What it is
Call recording saves telephone audio with the voice conversation. When recording is enabled for a number, capture starts automatically when the call connects. Operators can pause and resume recording during the call, and administrators can set a period after which older recordings are deleted automatically.
Who uses it and why
- Operators pause and resume capture while handling a telephone call.
- Supervisors review available recordings through conversation history.
- Administrators with the Settings role choose which numbers record calls and set website recording retention.
Where to find it
Open Settings › Voice › Voice Numbers, edit a number and find Enable Call Recording on Number Setup. During a call, use Pause Recording and Resume Recording in the voice console.
Set Delete Phone Recordings after X days at Settings › Voice › General Settings.
How it works
When an enabled call connects, INSIDE requests recording of both sides of the caller's telephone connection in separate audio channels. The provider returns recording details, and the conversation gains access to the completed audio.
Select Pause Recording to interrupt capture. The paused portion is skipped in the recording. Select Resume Recording when capture should continue.
Recording pause and transcription are separate. If Disable Transcription when Recording Paused is off, pausing the audio recording does not by itself guarantee that real-time text stops appearing.
For automatic deletion, INSIDE periodically checks ended voice conversations against the configured age. Successful deletion replaces recording playback information with a deletion notice. A failed provider deletion keeps the recording reference for further handling.
Configure it
- Use Settings access to turn on Enable Call Recording for each required telephone number and save it.
- If real-time text should also stop during a pause, enable Disable Transcription when Recording Paused on that number.
- In General Settings, enter a positive number in Delete Phone Recordings after X days to enable automatic deletion, then select Save.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Call Recording | Settings › Voice › Voice Numbers › Number Setup | website | Off | Settings role | Automatically starts recording connected telephone calls using this number. |
| Delete Phone Recordings after X days | Settings › Voice › General Settings | website | 0 days, automatic deletion off | Settings role | A positive number enables periodic deletion of older telephone call recordings after that many days from the end of the conversation. |
| Disable Transcription when Recording Paused | Settings › Voice › Voice Numbers › Number Setup | website | Off | Settings role | Suppresses real-time transcription while call recording is paused. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure recording for a number and website automatic deletion. |
| Voice | Use the voice console and its recording pause and resume controls. |
Limits and good to know
- Recording is off for a new number unless enabled.
- A retention value of zero, or no configured value, leaves automatic deletion off.
- Retention age is based on the ended conversation. Deletion runs periodically rather than exactly at the age boundary.
- Recording pause needs an existing recording and the number's recording option to remain enabled.
- Deleting audio does not establish that its transcription or all related conversation data is also removed.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Settings permissions control number recording options and recording retention.
- Conversation history and searchRelated
Use conversation history to find available recording playback and deletion notices.
- Voice provider accounts and telephone numbersRequires
Recording is enabled separately on each telephone number and uses its provider account.
- Voice call controlsRequires
Recording controls are used during a connected telephone call.
- Telephone music and greetingsEnhances
Configured telephone messages can explain recording to callers.
- Telephone transcriptionEnhances
Optional telephone transcription adds readable text alongside recorded audio.
- Customer data deletion and recoveryEnhances
Privacy handling can separately hide or remove voice recording references.
Used by
- Voice provider accounts and telephone numbersEnhances
Recording can be enabled separately for each number.
- Outbound calling permissions and restrictionsConfigured by
The selected number's recording setting applies to the call.
- Voice call controlsConfigured by
The number's recording settings determine whether pause and resume recording controls are available.
- Telephone transcriptionEnhances
Post-recording transcription needs a recording; live transcription can operate separately.
- Customer data deletion and recoveryEnhances
Deleted recording messages retain recovery information until permanent deletion.
- Permanent deletion of retained customer dataEnhances
An individually deleted voice-recording message can trigger permanent removal at its recording provider.
FAQ and troubleshooting
Why is there no call recording?
Check Enable Call Recording on the number used for the call. Recording starts after connection, and completed audio also depends on the provider returning it.
Why does text still appear after I pause recording?
Enable Disable Transcription when Recording Paused if real-time transcription should stop too.
Why are old recordings still present?
Check that Delete Phone Recordings after X days is positive. Cleanup is periodic, and provider deletion failures can leave a reference in place. Ask Powerfront to investigate persistent failures.
Does setting zero delete recordings immediately?
No. Zero disables automatic deletion.