Managing call recording options

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<p id="docs-hc-snippet" style="display: none;">When call recording is on, by default all calls are automatically recorded and attached to the ticket associated with the call. You can, however turn off recording for any number or give callers the ability to opt-in or opt-out of call recording.</p>
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<p id="docs-ai-summary-content">You can control call recordings for each phone line by choosing whether all calls are recorded, callers opt in or opt out, or nothing is recorded. You can also play a recording consent greeting, let agents pause or resume recordings, stop recording after transfer, set automatic deletion, allow customers to hear recordings on tickets, and delete or download recordings when needed.</p>
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<p class="p">When call recording is on, by default all calls are automatically recorded and attached to the ticket
associated with the call. You can, however turn off recording for any number or give
callers the ability to opt-in or opt-out of call recording.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> You're responsible for using the recording features in Zendesk in compliance
with all applicable laws. Certain jurisdictions may require end-user and agent
consent prior to initiating a recording. By turning call recording on, you agree
that you have received such consent.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408831738266__ul_znk_jwv_bkb">
<li class="li"><a class="xref" href="#understand">Understanding call recording</a></li>
<li class="li"><a class="xref" href="#configure">Configuring call recording options</a></li>
<li class="li"><a class="xref" href="#configure-customer-access">Configuring customer access to call recordings</a></li>
<li class="li"><a class="xref" href="#delete">Deleting call recordings from tickets</a></li>
<li class="li"><a class="xref" href="#download">Downloading call recordings</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="understand">
<h2 class="title topictitle2" id="ariaid-title2">Understanding call recording</h2>
<div class="body">
<p class="p">Whenever a ticket is created for a phone call and the Always record calls option is
turned on for that number (a Zendesk number or an external number), the call is
recorded. </p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_nn5_22y_sjb">
<h3 class="title topictitle3" id="ariaid-title3">What <em class="ph i">is</em> recorded?</h3>
<div class="body">
<ul class="ul" id="topic_nn5_22y_sjb__ul_pc4_12y_sjb">
<li class="li">Voicemails</li>
<li class="li">Calls answered by an agent on a web browser or on an agent forwarding
number</li>
<li class="li">Calls transferred to an external phone number by an agent (unless the Stop
call recording after transfer option is selected)</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_yql_f2y_sjb">
<h3 class="title topictitle3" id="ariaid-title4">What <em class="ph i">is not</em> recorded?</h3>
<div class="body">
<ul class="ul" id="topic_yql_f2y_sjb__ul_qc4_12y_sjb">
<li class="li">The portion of the call while the user is on hold and waiting for an agent
to become available</li>
<li class="li">Any consultation, usually before transferring a call to another party (warm
transfers)</li>
<li class="li">A call which routes to an IVR phone tree branch that directs the call to an
external phone number (Professional and Enterprise). Not applicable to
digital or SIP-IN lines.</li>
<li class="li">When an agent pauses the call recording (Professional and Enterprise)</li>
<li class="li">The caller opts-out of the call recording (Professional and Enterprise). Not
applicable to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">digital</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8397091234586" target="_blank">SIP-IN</a> lines.</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The length of the recording will sometimes be shorter than the 'Length of
phone call' shown in the call details due to the events above not being
recorded.</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="configure">
<h2 class="title topictitle2" id="ariaid-title5">Configuring call recording options</h2>
<div class="body">
<p class="p">You configure call recording settings for each number individually. The available
options depend on the line type you are configuring.</p>
<p class="p"><strong class="ph b">To turn on call recording and configure options</strong></p>
<ol class="ol" id="configure__ol_ij2_3yv_bkb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="configure__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the Settings page, click the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click the line you want to configure.</li>
<li class="li">On the line settings panel, click the <strong class="ph b">Call recording</strong> tab.</li>
<li class="li">Configure the following options as required:<ul class="ul" id="configure__ul_jl2_tzv_bkb">
<li class="li">
<strong class="ph b">Call recording and consent</strong>: Configures call recording opt-in or
opt-out permissions for callers. This works with both group routing and
IVR routing.<ul class="ul" id="configure__ul_xp5_dxc_ckb">
<li class="li">
<strong class="ph b">Always record calls (all)</strong>: All inbound and outbound calls
are recorded.</li>
<li class="li">
<strong class="ph b">Caller must opt-in (inbound only)</strong>: By default, calls
(including outbound calls) aren't recorded. Callers can opt-in
to the recording by pressing 3. If you're using a digital line,
callers can opt-in or opt-out using a checkbox in the Web
Widget.</li>
<li class="li">
<strong class="ph b">Caller must opt-out (inbound only)</strong>: By default, calls
(including outbound calls) are recorded. Callers can opt-out of
the recording by pressing 3. If you're using a digital line,
callers can opt-in or opt-out using a checkbox in the Web
Widget.</li>
<li class="li">
<strong class="ph b">Do not record calls (all)</strong>: No inbound or outbound calls
are recorded.</li>
</ul>
<p class="p">Regardless of these settings, if the caller chooses to leave a
voicemail, this is always recorded and a ticket is
created.</p>
<p class="p">For more information about call recording opt-in and
opt-out, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838605210" target="_blank">Understanding call recording
permissions (opt-in and opt-out)</a>.</p>
</li>
<li class="li">
<strong class="ph b">Record greeting</strong>: If call recording opt-in or opt-out is turned
on, choose the greeting that will be played to callers. You can add a
custom greeting from the Call recording category in the Greetings tab of
the Settings page. Make sure the greeting informs the caller how they
can opt-in or opt-out. Not applicable to digital lines.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This greeting is played when you use group routing. If you are
using IVR routing, you'll need to record a separate IVR
greeting. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838605210" target="_blank">Understanding call recording
opt-in and opt-out</a>.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Allow agents to control call recording</strong>: Agents can pause and
resume call recordings for Zendesk or external numbers. For details, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820271002" target="_blank"><u class="ph u">Pausing and resuming call
recordings with agent recording controls</u></a>.</li>
<li class="li">
<strong class="ph b">Stop call recording after transfer</strong>: When call recording is turned
on for a Zendesk number or external number, select this option to stop
the recording when a call is transferred to an external number when
using group routing.</li>
<li class="li" id="configure__stop-rec-ai-agent">
<strong class="ph b">Stop AI agent call recording</strong>: Call recording won't be made for AI
agents, but transcripts will still be generated.</li>
<li class="li">
<strong class="ph b">Automatic deletion:</strong> From the drop-down list, choose the length of
time you want to keep call recordings for or choose Never to keep them
indefinitely.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p"><strong class="ph b">Zendesk number recording configuration</strong></p>
<p class="p"><img class="image img-screenshot" id="configure__image_dlx_brt_fkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_recording_optoutandin.png" width="500"></p>
<p class="p"><strong class="ph b">External number recording configuration</strong></p>
<p class="p"><img alt="External number recording controls" class="image img-screenshot" id="configure__image_u1k_xf4_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_recording_external.png" width="500"></p>
<p class="p"><strong class="ph b">Digital line recording configuration</strong></p>
<p class="p"><img class="image img-screenshot" id="configure__image_uqb_lls_lnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_digital_recording_1.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="configure-customer-access">
<h2 class="title topictitle2" id="ariaid-title6">Configuring customer access to call recordings</h2>
<div class="body">
<p class="p">You can allow or block customers from listening to call recordings associated with
their tickets. If you select this option, it applies to calls received from
all of your Zendesk phone numbers.</p>
<p class="p"><strong class="ph b">To determine whether customers can listen to call recordings</strong></p>
<ol class="ol" id="configure-customer-access__ol_kh1_w1n_sx">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="configure-customer-access__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the Settings tab, turn on or off the <strong class="ph b">New live call recordings are
public?</strong> option.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="delete">
<h2 class="title topictitle2" id="ariaid-title7">Deleting call recordings from tickets</h2>
<div class="body">
<div class="p">If you no longer want a recording to appear on a ticket, you can permanently delete
it. Only admins can delete individual recordings from tickets.<div class="note note">
<span class="notetitle">Note:</span> This feature
cannot be disabled. </div>
</div>
<p class="p"><strong class="ph b">To delete a recording from a ticket</strong></p>
<ol class="ol" id="delete__ol_q1f_3jy_sjb">
<li class="li">In Zendesk Support, open a ticket.</li>
<li class="li">In the conversation area of the ticket, locate the call recording, then click
<strong class="ph b">delete recording</strong>.<p class="p"><img alt="Call recording attached to a ticket" class="image img-screenshot" id="delete__image_dvk_4jy_sjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk-call-recording.png"></p>
</li>
<li class="li">In the <strong class="ph b">Confirm</strong> box, click <strong class="ph b">OK</strong> to confirm you want to delete the
recording.</li>
</ol>
<p class="p">The recording is deleted and replaced by "recording not available".</p>
<p class="p"><img class="image img-screenshot" id="delete__image_lvs_ctn_scb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/recording_not_available.png" width="450"></p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="download">
<h2 class="title topictitle2" id="ariaid-title8">Downloading call recordings</h2>
<div class="body">
<p class="p">If you want to download call recordings and access them offline, use one of the
following methods:</p>
<ul class="ul" id="download__ul_h4n_2pb_1cc">
<li class="li">In a ticket that contains a call recording, right-click the attached voicemail,
then click <strong class="ph b">Save as</strong>.</li>
<li class="li">Use the recording_URL parameter in the <a class="xref" href="https://developer.zendesk.com/api-reference/voice/talk-api/recordings/#json-format" target="_blank">Zendesk API</a> to download the
recording.</li>
</ul>
</div>
</div>
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