Call recording
Call recording is a phone system feature that saves the audio of phone calls as files, so they can be listened to, shared or analysed later.
How call recording works
The phone system records the audio of both sides of a call and saves it as a file, usually linked to the call in the call history. Recording can be automatic — for every call of a user or team — or started on demand during a call. Recordings are kept in the provider's storage or sent to the business's own storage.
Why businesses record calls
- Training new staff with real conversations.
- Reviewing call quality and resolving disputes about what was agreed.
- Creating transcripts and summaries with AI call insights.
Rules on recording differ by country. Many require callers to be told that a call may be recorded, often with a short message at the start of the call. Check the rules that apply to you.
Call recording in phone.systems™
phone.systems™ records calls as MP3 files. You can enable recording per user for inbound calls, outbound calls or both, start recording on demand with a feature code, or record inside a call flow with the Call Recorder object. Recordings are stored in phone.systems™ storage or your own AWS, Azure or S3-compatible storage, and delivery methods can send them to email, Dropbox, Google Drive, OneDrive, FTP or SFTP. A recording notice can be played with an Audio Playback object. See call recording.