Call Recording

Record calls in your domain for training and quality control. Recordings can only be turned on/off and listened to by an Office Manager, and are stored in the portal for 90 days unless offloaded to external storage.

Record a Call on Demand

From the Portal (desk phone call)

1. While on an active call, open your Portal — the active call is displayed.
2. Press the record option. Recording starts without alerting the caller.

From your desk phone with *81

1. Place the call on HOLD (the caller hears hold music only).
2. Press *81 to start recording — the caller is not alerted.
3. Take the caller off hold and continue.
4. To stop: place the caller on hold again and press *82.

From the web phone

Select Start recording in the in-call options (no caller alert); select Stop Recording to end it.

Turn On Recording for a User

1. Log in to the Portal for Managers and select Users.
2. Select the user, and in their Profile information open the Record User's Calls drop-down.
3. Select Save. The user's recordings appear in Call History to listen or download.

Turn On Recording for a Call Queue

1. In the Portal for Managers select Call Queues.
2. Select the queue, and in the Basic tab set Record Calls to Yes.
3. Select Save. Queue recordings appear in Call History and, if Call Center is enabled, in Call Center Reports.

Add Remote Storage (Keep Recordings Past 90 Days)

1. In the Portal open Call History and select Recording Storage Settings. This opens the "Remote Recording Session" page listing all remote configurations — green active tags mean enabled, a red error tag means a configuration problem.
2. Click Add Remote Storage. Choose a name and storage type — AWS S3 Standard, AWS S3 Glacier IR, Wasabi, FTP, or FTPS — and fill out the remaining fields.
   • Archive Level — which calls are retrieved for remote storage. System is a catch-all for calls that don't match a specified Reseller or Domain. If Domain or Reseller is selected, there's no failover copy to other levels — each recording uses its single best enabled match.
3. Click Add. The system audits the configuration: it authenticates the remote side, uploads a small test .wav, reads it back, then removes it (takes 2–15 seconds).
4. On success you'll see "Test passed! Storage settings saved." and the configuration joins the table with its storage size and archived-recording count.

Listen to Your Recordings

From Call History

1. Select Call History, use Filters to find the call, then Filter.
2. If a recording exists, use the play or download buttons.

From Call Center

1. Select Call Center → Reports.
2. In Queue Stats or Agent Stats, click a number in the table to list the corresponding calls.
3. Use the play or download buttons beside each call.