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Enable Call Recording for Inbound Calls in 8x8 Contact Center

Updated: 02/11/2025

Objective

 Enable call recording for 8x8 Contact Center inbound calls.

Applies To

  • 8x8 Contact Center
  • Configuration Manager for Contact Center
  • Inbound Calls 
  • Call Recording

Procedure

Inbound call recordings are configured at the Queue level. Each queue must be updated separately.
  1. Log in to Configuration Manager for Contact Center as an administrator.
  2. Select Queues/Skills.
  3. Select Edit (pencil icon).
  4. Under Properties navigate to Voice Recording.
    clipboard_e0c54146a0439f564e6bd33c6f43f5e6c.png
  5. Enter the percentage of calls to be recorded. 
  6. Select Save.

Additional Information

Call Recording can also be turned on at the agent level (see Enable Automatic Call Recording for 8x8 Contact Center) and script level. 
Enabling call recordings at the script level will overwrite agent and queue settings. Enabling call recordings on the queue level overwrites the agent setting.