Call recording in PureCloud overview
If you enable line recording on the SIP trunk, then PureCloud retains all external interactions by default, even without any policies defined. PureCloud does not record interactions between two internal users unless one or more of the participants makes a user recording.
Depending on the features enabled for your organization, PureCloud provides two basic categories of recording: user recording and policy-based recording.
- With PureCloud Communicate +, users can record calls manually one at a time.
- With PureCloud Contact Center, users can manually record calls, and managers can also create policies that define what to do with retained interactions.
User recording is sometimes called “ad-hoc recording.” When a user records an interaction, PureCloud sends a recording to that user’s inbox, which is only available to that user. Users can make this kind of recording for interactions with both internal and external users. For more information, see Record a call.
Another record of the interaction may also be available to supervisors depending on the organization’s policies for retaining interactions. For more information, see Create a policy.
Policies define what to do with different categories of interactions. For example, you can use policies to assign an evaluation to certain interactions, or to delete recordings of some interactions after an amount of time. Policies run against any interactions that occur after you publish the policy: they cannot be run retroactively on already existing interactions. For example, you cannot create a policy to delete already-existing recordings. For more information, see Create a recording policy.
Call recording consent
If you configure it in Architect, call recording consent creates an exception to the default recording behavior. This option allows you to create an action in Architect that asks inbound callers whether they consent to being recorded. If the user says no, then PureCloud does not run recording policies and the interaction is not recorded at all. If the user says yes, then PureCloud runs policies as normal, and the interaction will be processed as usual according to policies, even if the interaction matches a policy that would delete it. For more information, see Enable Participant Recording action.
Continue on external transfer
By default, PureCloud does not continue recording after an external transfer that results in an external to external connected call. However, you can enable this behavior in the external trunk settings under Media.
User vs. Policy-based recordings
|User recordings||Policy-based recordings|
|Who initiates the recording?||A PureCloud user starts a recording during an interaction.||PureCloud automatically records interactions if you have enabled line recording on the trunk. Depending on which policies you have created, PureCloud retains, retains for a set amount of time and then deletes, or deletes the recording.|
|Who can listen to the recording?||The user who made the recording.||Supervisors with the correct permissions, evaluators assigned to evaluate an interaction, agents reviewing an evalution of themselves.|
|Where is the recording located in the PureCloud interface?||The inbox of the user who made the recording.||On the interaction’s detail page and on the page for an evaluation.|