Call Recording

Call Recording feature lets you automatically save the audio of your calls and listen to or download it later. Audio files are available in the Call History section of the customer portal, the mobile app, and the webphone.

Recording works in two separate directions:

• Inbound recording: calls that arrive on the phone numbers you have purchased from us.
• Outbound recording: calls that your SIP accounts make.

You control each direction separately, so you can record only what you need.

Is Call Recording available on my account?

Call Recording is enabled on every account by default. However, if you do not see any recording controls in your account, such as a recording switch on your numbers and SIP accounts or a recording column in your Call History, the feature has not been activated for you yet.

Contact our support team or your account manager to activate it. Once activated, the controls appear in your account right away, and you can decide which numbers and which SIP accounts should be recorded.

Turning recording on

Enabling the feature on your account does not start recording by itself. Recording stays off for every number and every SIP account until you switch it on.

To record incoming calls:

• Go to your list of purchased numbers.
• Use the recording switch next to each number you want recorded.
• Hover over the switch to see the current per-minute rate before you enable it.
• You will get a confirmation that recording is now active for that number.

To record outgoing calls:

• Go to your SIP accounts.
• Use the recording switch for the SIP accounts from which you want recorded outbound calls.

tip

• For newly purchased numbers, recording is off. If you want new numbers to start recording automatically, request support to enable it for your account.

• Turning on recording for a number does not record outbound calls made with this number, and turning on outbound recording for a SIP account does not record incoming calls to your numbers.

• If your team manages account settings from its own systems, these recording options can be managed there via Numbers API and SIP Account API.

Listening to and downloading recordings

Once the feature is active, your Call History shows an extra recording column:

• A play button lets you listen to the call directly in your browser.
• A download button saves the recording as an MP3 file.
• Recorded calls are also available in the mobile app and the web phone on the call details screen.

Recordings become available a few minutes after the call ends, usually around 3 minutes, because the audio must be finished and uploaded first. If a call has just ended and no play button has appeared yet, wait a moment and refresh.

Only calls that were actually recorded show play or download controls. Calls made before you enabled recording, calls on numbers or SIP accounts with recording switched off, and calls whose recording has expired will not show them.

Very short calls

To avoid filling your history with one-second fragments, calls below a minimum duration are not kept. The default threshold is 3 seconds, and it can be adjusted for your account on request. Contact support if you would like it raised or lowered.

How long we store recordings

By default, recordings are stored for 90 days from the date of the call.

• During that period, you can play and download the recording as often as you like.
• After the storage period ends, the recording expires and can no longer be played or downloaded. The call itself stays in your Call History; only the audio is removed.
• If your business or compliance needs require a longer retention period, talk to support or your account manager.

If you need to keep recordings beyond the storage period, download them or save them in your own storage before they expire.

Getting recordings automatically

If you would rather not download recordings by hand, we can notify your systems every time a new recording is ready and include a temporary presigned URL to the audio file. This is useful if you want recordings copied into your own CRM, ticketing system, quality monitoring process, or long-term archive.

Full details are covered in the Webhooks article.

These automatic notifications are configured for your account in the API & Webhooks section.

What it costs

Call Recording is billed per minute of recorded audio, on top of the normal cost of the call.

• Only recorded calls are charged. Calls on numbers and SIP accounts where recording is off cost nothing extra.
• Recorded time is rounded up to whole minutes.
• Your per-minute rate is shown in the interface on the recording switch, so you can see it before enabling recording.
• Charges appear in your transaction history as Call recording and on your invoice as well.

Privacy and legal responsibility

Recording calls is regulated differently across countries and regions. In many places, one or all parties must be informed that the call is being recorded. You are responsible for making sure your use of Call Recording complies with the laws that apply to you and to the people you call. Recordings are stored in secure EU cloud storage and are accessible only through your authenticated account or through the delivery methods you have asked us to set up for you.

Troubleshooting

What you see	What it usually means
No recording controls anywhere in my account	Call Recording is not activated yet. Contact support or your account manager.
Controls exist, but a call has no recording	Recording was off for that specific number or SIP account, or the call was shorter than the minimum duration.
Incoming calls are recorded, outgoing are not, or the other way around	The two directions use separate switches. For outbound, enable recording on the SIP account. For inbound, enable it on the purchased number.
The call just ended, and there is no play button	Recordings appear a few minutes after the call ends. Refresh shortly.
An older call's recording is gone	The storage period has passed, and the audio has expired.
I need recordings kept longer than 90 days	Ask support about extending your retention period, or ask about automatic delivery so you can archive them yourself.

Need help?

Our support team can activate Call Recording, adjust your retention period and minimum-duration threshold, enable automatic recording for newly purchased numbers, and set up automatic recording delivery. Reach out to support or your account manager, and we will get it configured for you.