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Turn call recording on and off

Set up call recording system-wide or for specific phone numbers, lines, ring groups, call queues, or conference bridges.
It is your responsibility to understand call recording laws for your area.
Tip: Users who do not have this setup can dial*15+ phone number to initiate call recording for an individual outbound call (this cannot be used mid-call). To pause and unpuase call recording, users can dial*7.

GoTo Admin

Enable system-wide

Before you begin: You must have an admin or super admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. From Settings (gear) icon Settings > Phones > Recording, enable or disable recording for incoming calls, outgoing calls, dual-channel recording, and API access.

    Result: If call recording is enabled this way, multiple copies of the call will be recorded.

  3. Select Save.

Enable for specific extensions

Before you begin: You must have an admin or super admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Phone numbers, Direct extensions, Ring groups, Call queues, Outbound queues or Conference bridges, choose the specific number or extension you want to change.
  3. From Settings > Recording, enable or disable recording for incoming and/or outgoing calls.

    Result:

    • If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded.
    • If you enable call recording system-wide or on a phone number, as well as on an individual call queue; multiple copies of the call will be recorded. The queue will generate a recording that excludes the hold music, where the other recordings will include the hold music.
    • If you enable call recording system-wide or on a phone number, as well as on an individual conference bridge; multiple copies of the call will be recorded. The bridge will generate a recording that starts when the first participant enters and ends when the last participant exits, where the other recordings will be from the perspective of each participant.

PBX Administration (classic)

Enable system-wide

  1. Sign in to PBX Administration (classic).
  2. From System Settings > Recording > Storage, enable or disable recording for incoming calls, outgoing calls, dual-channel recording, recording transcription and API access.

    Result: If call recording is enabled system-wide, multiple copies of the call will be recorded.

  3. Select Save.

Enable for specific extensions

  1. Sign in to PBX Administration (classic).
  2. Select Phone Numbers, Lines, Ring Groups, Call Queues, or Conference Bridges and then choose the phone number or extension that requires changes.
  3. From Recording > Call Recording, enable or disable call recording for incoming and/or outgoing calls.
  4. Select a Call Recording Format (where applicable).
    • .wav49: Smallest file size, won’t play directly from browser (default). 1 GB of storage will hold approximately 10,000 minutes of recorded calls.
    • .wav: Largest file size, more compatible with mobile devices. 1 GB of storage will hold approximately 1,000 minutes of recorded calls.
    • .mp3: Smaller file size. 1 GB of storage will hold approximately 4,000 minutes of recorded calls.
  5. Select Save.

    Result:

    • If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded.
    • If you enable call recording system-wide or on a phone number, as well as on an individual call queue; multiple copies of the call will be recorded. The queue will generate a recording that excludes the hold music, where the other recordings will include the hold music.
    • If you enable call recording system-wide or on a phone number, as well as on an individual conference bridge; multiple copies of the call will be recorded. The bridge will generate a recording that starts when the first participant enters and ends when the last participant exits, where the other recordings will be from the perspective of each participant.

Related Articles:
  • How do I connect my AWS bucket for call recordings?
  • Pause/resume recording on a live call
  • Phone number activity report
  • User activity report
  • Listen to call recordings
Article last updated: 8 April, 2025

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