# Call recording

Record telephone calls, pause and resume capture during a call, and set automatic deletion of older recordings.

*Release 3.3 · admin, operator, supervisor*

**Settings › Voice › Voice Numbers** · **Settings › Voice › General Settings**

## 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

1. Use **Settings** access to turn on **Enable Call Recording** for each required telephone number and save it.
2. If real-time text should also stop during a pause, enable **Disable Transcription when Recording Paused** on that number.
3. 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Recording is enabled separately on each telephone number and uses its provider account.
- **Requires** [Voice call controls](RTC-006.md): Recording controls are used during a connected telephone call.
- **Configured in** [Roles and permissions](ADM-008.md): Settings permissions control number recording options and recording retention.
- **Works better with** [Telephone music and greetings](RTC-012.md): Configured telephone messages can explain recording to callers.
- **Works better with** [Telephone transcription](RTC-014.md): Optional telephone transcription adds readable text alongside recorded audio.
- **Works better with** [Customer data deletion and recovery](SEC-019.md): Privacy handling can separately hide or remove voice recording references.
- **Related** [Conversation history and search](CHAT-024.md): Use conversation history to find available recording playback and deletion notices.

### Used by

- **Configures** [Outbound calling permissions and restrictions](RTC-005.md): The selected number's recording setting applies to the call.
- **Configures** [Voice call controls](RTC-006.md): The number's recording settings determine whether pause and resume recording controls are available.
- **Enhances** [Voice provider accounts and telephone numbers](RTC-001.md): Recording can be enabled separately for each number.
- **Enhances** [Telephone transcription](RTC-014.md): Post-recording transcription needs a recording; live transcription can operate separately.
- **Enhances** [Customer data deletion and recovery](SEC-019.md): Deleted recording messages retain recovery information until permanent deletion.
- **Enhances** [Permanent deletion of retained customer data](SEC-020.md): 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.