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Call recording retention can be set at the client level, service level, or both. You can request LiveVox to change the call recording retention period for service. This can vary from the client-level setting. When no retention period is set for a specific service, call recording respects the retention period set at the client level. If a service has a different retention period than what is set at the client level, the service level setting takes precedence.

LiveVox provides 15 days as the standard retention period to all customers at no additional fee.

Client-Level Retention Settings 

To view Retention Settings at the Client Level:

  1. Navigate to Configure > Services > Client > Settings tab.
  2. The Retention Settings section of the window displays the following information related to call recording:
    1. Days of Call Recordings - View-only option. It displays the number of days for which a call recording is available. The minimum retention period available to store call recordings is 3 days.
    2. Free Days of Call Recordings - View-only option. It displays the number of free retention days LiveVox provides.

Service Level Retention Settings 

To view Retention Settings at the Service Level:

  1. Navigate to Configure > Services > Services.
  2. Double-click on a Service and click the Settings tab.
  3. The Call Recording section of the window displays the following information related to call recording:

    1. Call Recording Enabled: All conversations with an agent logged into the LiveVox Agent Desktop are recorded.
    2. Call Recording Bitrate: Audio resolution (kilobits per second). Available options are 16, 32, and 64. The default setting is 16-bit. 32-bit or 64-bit can be selected if required for Speech Analytics integration.
    3. Record External Transfers: Transfer to a 10-digit number.
      • If enabled, LiveVox continues recording calls transferred to an external party until the call is terminated.
      • If disabled, LiveVox ends call recording when a call is transferred to an external party.
    4. Days of Call Recordings - View-only option. It displays the number of days for which a call recording is available. The minimum retention period available to store call recordings is 3 days. If the option displays Select One, the service respects the client-level configuration.


  • If you want to change the call recording retention duration, contact the LiveVox Customer Care team.
  • Once a data file has aged beyond its retention period, an automated lifecycle management application removes the file and its metadata from the platform. Once the file is removed from the platform, it is no longer accessible.
  • LiveVox can accommodate clients who would like to house/archive call recordings themselves. Within a password-protected zip file, the call recordings are encoded as mp3s (see call recording file specifications below). In addition to the audio files, LiveVox also includes a CSV index file that contains metadata (agent, Result, etc.). Using this index file, clients can search for specific call recordings. Call recordings will be available for download from the secure (SFTP) server for up to 2 weeks.

Recording Agent Conversation

 You can record the conversation between agents as well as the agent and the customer when an ongoing call is transferred from one agent to another. To enable this:

  1. Navigate to Configure > Services > Client > Settings tab.
  2. Under the Advanced Features section, enable the Record Owning Agent on Primary Channel option. By default, this option is unchecked.

Enable Call Recording for Agents

To enable call recording for agents:

  1. Navigate to Configure > Agents > Agent Desktop.
  2. Double-click on the required Agent Desktop.
  3. In the General tab, under the Settings section, enable the Call Record Control Enabled option.
    Enabling the Call Record Control Enabled option allows agents to pause/resume or stop call recording using call control buttons.
  4. Agents can see the following call recording control buttons on the agent desktop when the Call Record Control Enabled option is enabled.

Call Recording File Specifications

The standard call recording file type is the mp3 format, stereo sound with a 16-bit resolution. The audio codec and coder used by LiveVox to generate the call recording mp3 files are the following:

  • Bitrate: 32bit, 8Khz, 16kbps
  • Codec: Mpeg audio layer 1/2 mpga
  • Library: Lame mp3
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