Plan requirement
| Subscription | UC-Essential or higher, x-bees Basic or higher |
Recording a conversation is straightforward. Telling the other person is the part that is not optional.
You must tell the other person you are recording. In most countries this is a legal requirement, not a courtesy, and the obligation sits with you rather than with us or with Wildix. Rules differ by country, so check what applies where your callers are.
Start a recording
- Tell the other person you are recording, before you start.
- Start the recording from the call controls during the conversation.
- From any phone, including a desk phone, press *1 during the call. The same code stops it again.
Pausing without stopping
*2 pauses the recording and pauses it back on again. That is the one to use while a caller reads out a card number or anything else you would rather not keep, because stopping and starting again leaves you with two separate recordings.
An administrator can switch pausing off for everybody, so if *2 does nothing on your system, that is a decision rather than a fault.
Announcing it
Two ways, and they are not equivalent.
- Say it yourself at the start. Simple, works, depends on people remembering.
- An automatic announcement before the conversation begins. Consistent, auditable, and nobody has to remember. We can set this up.
If recording is routine rather than occasional, use the automatic announcement. Relying on individuals to remember is how you end up with recordings you cannot use.
Where recordings go
Recordings are stored on the system and available to people with the right permissions. How long they are kept is a retention setting, and it is worth deciding deliberately rather than accumulating recordings indefinitely.
Before you make it routine
- Why are you recording? Training, compliance and dispute resolution have different retention needs.
- Who may listen? Recordings of customer conversations are personal data.
- How long do you keep them? Indefinitely is rarely a defensible answer.
- What happens on request? People can ask for a copy or for deletion.
Settle those before switching it on for a whole team. We can help configure it once you know what you want.
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