Manage call recording
You can record calls made and received by users for quality assurance, security, or training purposes.
Calls made and received on a desk phone or the Webex App can be recorded using Webex. As an administrator, you can enable call recording for specific users, capturing all incoming and outgoing calls.
Verify call recording configuration
To verify your account has been configured with call recording, follow these steps:
- Log in to User Hub.
- Under Admin, in the left menu, select Services.
- Select Locations and choose the location to verify.
- Click Calling.
- In Call Handling, select Call recording.
- Under Provider, verify that Webex has been set.
If the Provider is not set as Webex, contact Verizon for support.
Configure call recording failure procedures
You can configure the recording failure behavior if call recording fails to start.
Choose to continue with the default call recording behavior set by the organization, or choose to select a different call recording failure behavior.
- Proceed with the call, no announcement—Continue the call without notifying the user if call recording fails.
- Proceed with the call, with announcement—Continue the call and notify the user if call recording fails.
- End the call with announcement—Terminate the call and notify the user if call recording fails.
Enable compliance announcements
Compliance announcements play a regulatory message to the caller that the call may be recorded. Call recording begins after the user with call recording enabled answers the call. Compliance announcements are only played once for the caller regardless of the midcall operations performed.
Compliance announcements can be enabled to either the default compliance setting set by the organization or by enabling different compliance announcement settings.
- Play announcement for inbound PSTN calls—Plays the compliance announcement before the call is answered.
- Play announcement for outbound PSTN calls—Plays the compliance announcement after the call is answered.
- Delay announcement—Set an announcement delay. The compliance announcement plays after the time specified preventing the announcement from playing at the same time a user or agent is greeting the customer. A maximum delay of 60 seconds is allowed.
