This page covers how your workspace records calls, where recordings are kept, and how owners and admins review every call in the call log. When you need more than a record, such as quality scoring, transcripts and flagged calls, there's also conversation intelligence and call scoring.
Set your recording policy
Owners and admins set the policy in Admin → Settings → Settings. Switch the view to Advanced, then under Settings & Compliance select Recording.
The workspace default applies to everyone who doesn't have their own override.
Turn recording on
Tick Recording enabled. Recording is off for a new workspace.
Choose a mode
- Always record: "Every call is recorded automatically." Inbound, outbound, internal and queue calls are all recorded, with both sides of the conversation.
- On-demand: "Users start/stop recording during a call." This is the default mode.
- Never record: "Recording is off."
Allow pausing
Leave Allow pause / resume during a recording ticked if supervisors should be able to pause a recording, for example while a caller reads out card details. It's on by default. See Pause a recording.
Set the recording announcement
Save
Select Save changes. Recording settings take effect immediately. There's no need to apply configuration.
Per-user overrides
Each person either inherits the workspace default or has a custom policy. For example, you might keep the default On-demand and set Always record for your sales team.
When you change the default while some people have overrides, you're asked whether to Keep their overrides or Apply to all & remove overrides.
After adding extensions or people
Recording settings are matched to people through their extensions. After you create extensions or change who's assigned to one, open Recording and select Save changes again, so everyone's recording setting applies to their current extension.
Recording announcements
The announcement tells both parties that the call is being recorded. It plays when someone starts recording during a call. For the Source, choose Default to use the standard announcement, or Uploaded audio to use your own.
To use your own clip, select Upload announcement clip and choose a WAV or MP3 file up to 2 MB. You'll see "Custom clip uploaded ✓". Keep it short, for example "This call may be recorded for quality and training."
Tell callers about automatic recording
With Always record, calls are recorded from the start and no announcement plays. Add a recording notice to the greetings callers hear first, such as your auto-attendant greeting and any announcements, for example: "Thanks for calling Coastal Plumbing. Calls are recorded for quality and training."
Turning announcements off requires ticking "I understand and accept responsibility for compliance." Call recording is subject to consent and notification laws that vary by state and country, and some require every party's consent. Make sure your practice matches the rules where you and your callers are.
The audit trail
The Audit trail (immutable) at the bottom of the Recording page lists the latest 50 recording events, and entries can't be edited or removed. Each shows the time, who did it, and who it applied to. Events include:
- policy changes, and overrides set, removed or cleared in bulk
- announcements turned off, and announcement clips uploaded
- recordings started, stopped, paused and resumed
- announcements played
Record a call yourself
When your policy allows recording, the browser phone shows a Record button during calls ("Record this call").
- Select Record. Both parties hear the recording announcement, and a red REC badge appears on your screen.
- Select it again ("Stop recording") to stop.
The REC badge shows recordings you started with the button. Calls recorded automatically by Always record don't show a badge.
| Message | Meaning |
|---|---|
| "Recording is not enabled for you (check your recording policy)." | Your policy is off or set to Never record. Ask an admin. |
| "You have no active call to record." | Start recording once the call is connected. |
| "Recording failed" | Try again. If it keeps failing, contact intSignal. |
Pause a recording
Operators with Live recording access on the Switchboard can Pause and Resume a recording in progress, when the policy allows pausing. The badge changes between REC and PAUSED, and every pause is recorded in the audit trail. Use it to keep payment card numbers and other sensitive details out of recordings.
Find and play recordings
Recordings are in the call log. Owners and admins open Admin → Settings, select the Billing and Usage tab, then Call logs. A recorded call has controls in the Rec column:
- Play and Pause to listen in the page.
- Download to save the recording as a
.wavfile. - AI transcript to read what was said. See below.
- AI QA & compliance review to score the call. See Quality & compliance review.
A recording appears a few minutes after the call ends.
Recordings are private. Only signed-in owners and admins can play or download them, there are no shareable links, and people who use two-factor authentication must have entered their code.
AI transcripts of recordings
Select AI transcript on a recording to see a short summary and the first lines of the conversation, with Show full transcript for the rest. The transcript is created the first time someone opens it, then kept.
This needs AI turned on for your workspace. Otherwise you'll see "AI is turned off for this workspace. An admin can enable it on the Analytics page." If a recording was silent or very short, you'll see "The recording produced no transcript (silent or too short)."
How long recordings are kept
Recordings are deleted automatically 90 days after the call. The call's row stays in the call log. Download any recording you need to keep longer before then. If your business needs a different retention period, contact intSignal. See Data retention.
The call log
Admin → Settings → Billing and Usage → Call logs lists your workspace's calls. It's titled Call log with the number of calls shown, and it's available to owners and admins.
Everyone else sees their own history in the Calls tab of the browser phone.
Filter the log
| Filter | Use it to |
|---|---|
| From / To dates | Show a period |
| Direction: All directions, Inbound, Outbound, Internal | See one kind of call |
| All extensions | Show one extension's calls |
| Search number… | Find calls to or from a number |
Select Refresh to load calls that have just finished. New calls appear within a few minutes of ending.
Columns
| Column | Shows |
|---|---|
| Started | When the call began |
| Dir | Inbound, outbound or internal |
| From / To | The numbers or extensions |
| Disposition | How the call ended. See below. |
| Duration | Minutes and seconds of connected talk time |
| Rec | Recording controls, when the call was recorded |
| Disposition | Meaning |
|---|---|
| ANSWERED (green) | Someone picked up |
| NO ANSWER | It rang out without being answered |
| BUSY | The line was busy |
| FAILED | The call couldn't be connected |
| CONGESTION | The network couldn't complete the call at that moment |
Above the table, a summary shows this month's calls and minutes, your monthly allowance where one applies, and whether calling is enabled.
Export to CSV
Select Export CSV to download the calls currently shown, as call-log-<date>.csv. The file's
columns are Started, Direction, From, To, Disposition, Duration(s) and
Billable(s).
The log shows the 200 most recent calls that match your filters, and the export contains those same rows. For a longer period, export one week or month at a time using From and To.
Usage report
The Usage report tab, next to Call logs, summarizes a period. Pick From and To, or 7d, 30d or 90d, to see:
- Total calls, Answered with the answer rate, Talk time and Outbound min
- calls by direction
- a daily chart of calls and minutes
- your top 10 extensions
- call outcomes