Call Recording allows your calls to be recorded. Call Recording begins at the moment a call is bridged to you and stops when you or the customer ends the call. Anything that the customer hears or says is recorded. If you place a customer on hold and speak with a supervisor on a separate line (for example when initiating a warm-transfer) the customer will not hear your conversation. However, if you conference the supervisor and customer together in a 3-ways conference, anything that the customer hears will be recorded.


  • If you transfer a call to any 10-digit number via phonebook or manual transfer, the call may continue to be recorded even after you have left the call.
  • If you have Direct line enabled, your Direct line calls will be recorded.
  • Calls between you and other agents during a warm transfer can be recorded if the feature is enabled by your manager.