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How do I 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.

Note: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. The article below is meant for admins who use PBX Administration (classic) at https://my.jive.com/pbx. If you're an admin who uses GoTo Admin at https://admin.goto.com, please refer to: How do I turn call recording on and off?
Before you begin: You must be assigned an Admin or Super admin role to perform this task.
  • It is your responsibility to understand call recording laws for your area.
  • 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. Watch Video Icon

Turn On Call Recording System-Wide

  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select System Settings > Recording > Storage.
  3. 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.

  4. Select Save.

Turn On Call Recording For Specific Extensions

  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Phone Numbers, Lines, Ring Groups, Call Queues, or Conference Bridges in the left navigation menu 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.
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