Prerequisites
  • Telephony > Plugin > All permission

By default, recording is disabled, which means that calls are not recorded.

To record voice calls for inbound and outbound, enable and configure recording on the trunk that hosts the calls. After you enable recording, all calls are recorded automatically. Use recording policies to not retain recording and to configure when to save or delete recordings, or use them to suppress recording at the flow level or queue level to respectively not record IVR portions or queue-wait portions of the call. You can only enable recording at the trunk level.

For more information, see Call recording in Genesys Cloud overview and External trunk settings.

After you enable Recording, make sure that, in order to properly record calls, you configure the following key settings.

Selecting an audio format

The trunk configuration provides multiple audio codecs that you can use for the recording. However, if you want to have your recordings transcribed, you must select one of the following audio codecs:

  • PCMU (G.711 u-law)
  • PCMA (G.711 A-law)
  • L16 (Uncompressed Linear 16-bit PCM)
  • Opus

Enabling dual channel

If you want to record both sides of a call as separate channels or want to have your recordings transcribed, you must enable the Dual channel setting. However, the Dual channel setting is only available if you select one of the following audio formats:

  • PCMU (G.711 u-law)
  • PCMA (G.711 A-law)
  • L16 (Uncompressed Linear 16-bit PCM)
  • Opus

When you enable the Dual Channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the external participant recording and audio channel 1 to save the internal participant recording.

Configuring compliance

When you enable line recording, you must take the compliance settings into consideration.

The first of these compliance settings is Require user consent before recording. Use the check box to enable or disable the requirement that a customer must give consent before a recording can begin. By default, the Require user consent before recording setting is disabled, which means that all calls will be recorded. When you select the Require user consent before recording check box, calls are only recorded if the customer agrees (gives consent) to be recorded. For more information, see Enable Participant Recording action.

The second compliance setting that you must consider is the Recording Beep Tone setting. Using the Recording Beep Tone setting that you can configure an audible beep tone to play in the background of a voice call while the system records the call. A beep tone allows participants to know that a conversation is being recorded, which may be required for regulatory compliance. 

Configure recording

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click the External Trunks tab.
  4. From the list, select the trunk you want to configure.
  5. Click Media.
  6. Under Recording, select Record calls on this trunk.
  7. If you must have user consent, select Require user consent before recording.
  8. Under Optional Recording:
    Note: By default, the Consults, Holds, and External bridged transfers recording features are disabled.
    • If you want to allow recording of a consultation between two parties, for example an agent and a supervisor, select the Consults check box.
    • If you want to allow recording when the call is on hold, select the Holds check box. 
    • If you want the recording to continue on an external transfer, select the External bridged transfers check box.
  1. Under Recording Audio, select Level the volume on both sides of the conversation, if you want to keep the volume consistent on both sides.
  2. Under Audio Format, select the audio codec that you want to use for the recordings.
  3. If you choose an audio codec that allows it and want to record both sides of the conversation separately, select Dual Channel.
  4. Under Recording Beep Tone, select Play periodically while recording if you must alert users that they are being recorded.
  5. Choose the number of tones that you would like to play-Single or Dual.
  6. Click Customize Tones if you want to configure the way that the tones play. The Customize Tones dialog opens
    • To specify how long in milliseconds the beep tone plays, use the Duration slider.
    • To specify the rate in hertz at which the beep tone occurs, use the Frequency slider.
    • To specify the beep tone volume in decibels, use the Volume slider.
  7. To specify how often in seconds that the beep tone plays, use the Play Beep Tone Every slider.
  8. Click Save External Trunk.