---
title: Call Recording
slug: contact-center/call-recording
docTags: 
createdAt: 2025-09-29T04:38:49.981Z
---

# Overview

Call Recording is the process of capturing the audio of phone conversations. The recordings are stored securely and can be retrieved for quality assurance, training, dispute resolution, and compliance purposes.

# How It Works

The system can be configured to record calls for specific or all campaigns. When a call takes place, the system captures the audio and saves it as mp3 audio files. Supervisors can then search for and play back these recordings from a dedicated interface.

## Prerequisites

- Recording must be enabled by an administrator.
- By default, calls are recorded only when connected to an agent.

## Configuration Steps

- **Enabling Call Recording (for a campaign):**
  - **Location:** `Administrator` > `Process` > `[Process Name]` > `[Campaign Name]` > `Settings` > `General`
  - **Action:** In the Voice Logs Setting section, select the checkbox labeled Voice Logs Enabled.
- **Accessing Recordings (Supervisor):**
  - **Location:** `Supervisor` > `Manage` > `Call Details`
  - **Action:** Search for interactions. Calls with a recording will have a Play icon. Click it to open the media player.

# Use Cases

- **Dispute Resolution:** A supervisor retrieves a call recording to verify what was agreed upon during a conversation.
- **Agent Coaching:** A supervisor and agent review a recorded interaction to identify strengths and areas for improvement.

# Benefits

- **Provides Complete Context:** Offers a full understanding of an agent's performance by showing what was said.
- **Mitigates Risk:** Provides an objective, factual record of interactions, which is invaluable for resolving disputes.
- **Foundation of Quality Management:** Recordings are the raw material for any effective quality assurance program.

# Limitations

- Storing audio files requires significant data storage capacity.
- Organizations must comply with legal requirements for recording, often involving customer notification.
- Note on extremely short calls (Micro-calls):
  - You may occasionally see calls lasting less than 800 milliseconds marked as "connected" without an accompanying recording file. In these sub-second calls, the server prioritizes the network disconnect event over the start-recording trigger. Because this prioritization is influenced by real-time factors like latency, load, and queued requests, the behavior is intermittent. 
  - However, because 800ms is insufficient time for any intelligible conversation to occur, this expected system behavior poses zero risk to compliance or interaction monitoring.