Call Recording Overview

Call recording is valuable to keep important conversations, help train employees, evaluate their performance, and provide them with feedback. This topic describes how call recording works, recording types, recording prompts, and recording management.

How does call recording work

The system records the conversation automatically when a call is established. During call recording, the user can pause and resume recording to avoid the sensitive information being recorded. After the call ends, the system converts the conversation into audio files with a digital signature.
Note: The digital signature ensures a recording is not altered in any way.

For advanced processing of call recordings, Yeastar P-Series Software Edition supports separately recording the receive audio track (RX) and transmit audio track (TX) of one-on-one calls into the left and right channels, generating stereo-separated recording files. This allows clear voice differentiation between the two parties, improving the efficiency of post-processing for recordings. In addition, you can choose the download format (.wav or .mp3) for recording files. For more information, see Enable Stereo-separated Recording.

Recording types

You can set up call recording for extensions, trunks, pagings/intercoms, conferences, queues, and IVRs respectively.

  • Extensions: Record all the calls of the specified extensions, including the internal calls and external calls.
    Note: Voicemail on the specified extension would not be recorded.
  • Trunks: Record all the calls on the specified trunks, including inbound calls and outbound calls.

    For example, for employees who use a dedicated trunk to deal with customer issues, the system only records all the calls on this trunk.

  • Pagings/Intercoms: Record the conversation of all members involved in a paging or intercom call.
  • Conferences: Record the conversation of all members who join the specified conference rooms.
  • Queues: Record the calls based on the specified queues.

    For example, an agent logs in to two queues (Service and Support), and call recording is enabled for Service. The system can record all the calls from Service, but not record the calls from Support.

  • IVRs: Record the calls based on the specified IVRs.
Note:
  • For Queue and Conference Calls: The system automatically records a queue call or a conference call only if you activate recording for the queue or conference.

    For example, extension 1000 is an agent of a queue. You activate recording for extension 1000, but not activate recording for the queue. When extension 1000 answers a queue call, the call will NOT be recorded.

  • For IVR Calls: The system automatically records an IVR call if recording is enabled for any call-engaged objects (e.g. extension, trunk, IVR, etc.)

    For example, an external caller dials into an IVR through a trunk. You activate recording for the trunk, but not activate recording for the IVR. When the caller is connected to an IVR, the call will be recorded.

Recording prompts

By default, the system does not play any prompts when a call is being recorded.

To ensure that recordings are lawful and callers have given their consent, you can customize recording prompt for internal calls, inbound calls, and outbound calls respectively. The system plays the recording prompt before call recording begins.

Recording management

  • For users: The users can monitor and switch call recording status on IP phones and Linkus Clients.
  • For administrator: The administrator can set up a storage location for recording files, manage the recording files, and grant permission to other users.

Recording auto cleanup

When a call recording is generated, the system logs the recording, and stores the recording file in the specified PBX-attached storage.

By default, when recording logs reach 1,000,000 entries, or when recording files reach 80% usage of the PBX-attached storage, the system automatically deletes the oldest recording logs or files. You can adjust these thresholds, or configure recording auto cleanup based on retention period.

For more information, see Recording Auto Cleanup.