Turn call recording on or off for a user

You can record all of one user's calls automatically, or make sure a user is never recorded, whatever your account's default is. Every plan records calls.

Recording and monitoring laws vary by state. Your company is responsible for any notice or consent they require.

Some labels in your portal or apps may look slightly different from this guide.

How the setting works

Each user has a Record Calls setting with three choices.

CallSprout sets your account's recording default, and whether callers hear a recording notice, with your company during setup. Not sure what your account default is? Contact support and we'll check it for you.

Turn recording on or off

1. 1
   Step 1:

   Open the user

   Go to Extensions, find the user and select the edit icon.

2. 2
   Step 2:

   Show the advanced settings

   Select Show advanced options and scroll to the recording settings.

3. 3
   Step 3:

   Choose Yes, No or Not Set

   Pick the choice you want in Record Calls.

4. 4
   Step 4:

   Decide whether people hear a notice

   Set Silent to No if callers should hear a message that the call is being recorded before it starts. Set it to Yes for no message.

5. 5
   Step 5:

   Add a reminder beep (optional)

   In Play Periodic Beep, enter how many seconds apart a short beep should play while the call is recorded.

6. 6
   Step 6:

   Save

   Select Save.

Where recordings go

Recordings appear with the matching calls in the user's call history in their user portal, and in call history in the admin portal. See view your call history. Recordings are kept for 30 days.

Users can also start recording a single call themselves from a desk phone, and pause it while a caller reads out card details. That's covered in record a call on demand.

Keep recordings longer

This feature needs the Call recording archiving add-on on your account. See plans and pricing

If your company needs recordings for longer than the standard period, ask CallSprout about the archiving add-on. Archived recordings stay in the same CallSprout storage and still play from call history.

Troubleshooting

• A user's calls aren't recorded. Check that Record Calls is Yes, or that it's Not Set and your account records by default.
• Callers hear a notice you didn't expect. Silent is set to No on that user. Check with whoever owns your company's recording policy before you change it.
• A user's calls are recorded when they shouldn't be. Set Record Calls to No for that user rather than Not Set.