Objective
Enable call recording which can record incoming and outgoing calls, play them back, download, or delete them. The feature can record all calls, record calls selectively, or never record calls. You can also set notifications that will announce to the caller and callee that a call is being recorded.
This feature is available with X Series X0 licenses and higher.
Applies To
- 8x8 Admin Console
Procedure
- Log in to 8x8 Admin Console.
- Click Users.
- Select the Edit icon on the right.
- Scroll to Call Recording Settings.
- Set your Recording Mode to one of the following:
- Allow User to Record Calls Selectively
- Record all Calls for this User
- Record all Calls with User Control
- Never Record Calls for this User
- Select who will hear the Recording Announcement from the following options:
- Announce Call Recording to Remote Party
- Announce Call Recording to Me
- Announce Call Recording to Me and Remote Party
- Announce Call Recording to Neither Party
- Click Save.
Additional Information
Users with Call Recording enabled will receive email notifications each time a call is recorded. The notifications will be sent to the email address configured under their Voicemail Settings.
Users are able to record calls and maintain recording data, according to the limits of the license.
For Legacy storage plans, the storage fee is $5.99 / £3.99 per 1 GB (or portion thereof) in excess of the storage limit. To avoid extra charges, it is important to monitor your storage usage and download and delete your recordings before they exceed the 1.0 GB limit.
Question: Can I export a list of Call Recordings in Excel format?
Answer: No, that is not a feature.
Question: Can I obtain the public URL of call recordings?
Answer: For Call Recordings, there isn't a public URL. You'd have to download the recording and then host it somewhere.
Question: How long does it take for the recording to become available for download?
Answer: Depending on the length of the call recording, it may take between 5 minutes and 2 hours for it to become accessible.
Question: Can I record only calls that come through the Auto Attendant?
Answer: If the recording mode needs to be set to "Allow users to record calls selectively", which will allow the agent to record specific calls.
Question: Is it possible to pause or stop Call Recordings so agents can collect confidential information in a user account?
Answer: Yes, if you set it up so the user can control their own call recordings and stop/resume the recording. Click here for details.
Question: Can you record a phone call without the other person knowing?
Answer: No. Call recording announcements are mandatory primarily <mark>for legal compliance, as many jurisdictions require informing participants of recording (especially in "all-party consent" states like CA, FL, PA), while also serving as a transparency best practice to build trust, manage expectations, and gather informed consent for quality assurance, training, or legal documentation.
Question: We would like to automatically record any call from a specific incoming phone number. Is that possible?
Answer: That feature is not available. If you only want specific calls recorded, agents will need to be enabled to turn call recording on and off for inbound calls.