Short answer
Turn on recording on a SIP domain to record the calls your phone system makes, or on a phone number to record the calls it receives. Recordings appear under Cloud Voice > Recordings and on each call's page, where you can play and download them.
- Applies to
- Cloud SIP, Phone Numbers, Cloud Voice
- Who can do this
- Whoever manages your Enfonica project
On this page
Before you start
- A SIP domain or phone number in your Enfonica project.
- You know the recording and consent laws that apply to your calls, and how you'll tell callers.
Choose where to turn recording on
Where you turn recording on decides which calls are recorded. Most people need one of the first two.
| To record | Turn it on in |
|---|---|
| Calls your phone system makes through Cloud SIP | Your SIP domain's Recording trigger |
| Calls to one of your phone numbers | The phone number's Call recording |
| Only some calls, such as those that choose one menu option | A Record step in Flow |
You need to comply with the laws and regulations that apply to recording calls, including those about getting consent to record. We recommend that you consult your legal counsel to make sure you comply with every law that applies to the calls you record or store using Enfonica.
Record calls your phone system makes
A SIP domain's recording setting covers every call your PBX (phone system) sends out through it.
- In the Enfonica Console, go to Cloud SIP, and open your SIP domain.
- Under Termination settings, set Recording trigger to Answer or Bridge:
- Answer starts recording when the call is answered, so it records the conversation. We recommend it.
- Bridge starts recording when the first audio arrives, so it can include ringing and any announcements the phone network plays.
- To transcribe recordings or trim silence, select Advanced recording settings, set the options in the following table, and then select Save.
- Select Save Changes.
| Advanced recording setting | What it does |
|---|---|
| Trim silence | When On, removes silence from the start and end of each recording. |
| Transcribe | When On, converts each recording to text, shown on the call's page. |
| Recording ready URI | A web address Enfonica notifies when each recording is ready, for your own systems. |
| Transcription ready URI | A web address Enfonica notifies when each transcription is ready. |
The two web addresses are webhooks for developers. For more information, see Cloud Voice webhooks. If you use only the Console, leave them empty.
Record calls to a phone number
A phone number's recording setting covers every call that comes in on that number, wherever it goes next, including to your PBX.
- Go to Phone Numbers > My numbers, and open the number.
- Under Call settings, set Call recording to On answer or On bridge:
- On answer starts recording when the call is answered, including any Enfonica menus the caller hears first.
- On bridge starts recording when the caller is connected to the person or system they're calling. Menus are left out, so you record only the conversation.
- Select Save Changes.
Repeat these steps for each number you want recorded.
Record only some calls with Flow
A Record step in a flow records the call from that point on, so you can record one path and not another. For example, to record support calls but not sales calls, place the step under the support option of a phone menu. Its Announcement setting can play a message, such as a recording notice, before recording starts. To learn how to build the menu, see Build a phone menu (IVR) in Flow.
Find and download recordings
Every recording in your project appears in two places in the Console:
- Cloud Voice > Recordings. This page lists every recording in your project, with the numbers the call was to and from, its duration, and when it was made. Play a recording in place, or open its menu and select View call to download it.
- Cloud Voice > Calls. To find the recording of a particular call, filter by date and number, and open the call. A call through Enfonica has an incoming leg and an outgoing leg. The recording is on the leg whose Direction is Incoming. Its Recordings section plays the recording and downloads it as an MP3 file. Its Transcriptions section shows the transcript.
Recordings are kept until you delete them. You can delete a recording from either place. To download recordings in bulk, use the Recordings API.
Transcription is charged by the minute. For the rate, see Pricing.
Check that it worked
- Make or receive a test call on the SIP domain or number you set up. Talk for a few seconds, and then hang up.
- In the Console, go to Cloud Voice > Recordings. The test call's recording is in the list.
- Play the recording. You hear the conversation, starting at the point your trigger sets.
- If you turned on transcription, open the call from Cloud Voice > Calls. Its Transcriptions section shows the text after it's ready.
Questions
Why does my recording start with ringing or silence?
On a SIP domain, the trigger is set to Bridge, which starts at the first audio, including ringing. To start recording when the call is answered, change the trigger to Answer. Or, in Advanced recording settings, turn on Trim silence.
Calls to my number go to my PBX. Where do I turn on recording?
On the phone number. Its recording covers the incoming call, including the part your PBX answers. The SIP domain's setting covers the calls your PBX makes.
How do I tell callers their call is recorded?
Play a message before the call connects. In Flow, add a Play step with an uploaded message or text-to-speech, or use the Record step's Announcement setting. Your PBX might also have its own announcement option.
What to send us
Include these and we can find the call straight away.
- The number that made the call and the number it called, in full international format (for example +61255501234).
- The date and time of the call, with your timezone.
- Whether the call was inbound or outbound.
- The call ID, if the Console shows the call.
- What happened: an error message, silence, a busy tone or a dropped call.
Our support team are telco specialists, backed by the engineers who run the network.
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