HELP FILE

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. If you see GoTo Logo on your top nav bar, click here to view our GoTo Admin support content.

Before you begin: You must have admin or super admin permissions.
About this task: Watch Video
  • 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).

Turn On Call Recording System-Wide

  1. Log in at https://my.jive.com/pbx.
  2. Click System Settings > Recording > Storage.
  3. Toggle call recording on or off for incoming and/or outgoing calls.

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

Turn On Call Recording For Specific Extensions

  1. Log in at https://my.jive.com/pbx.
  2. Click Phone Numbers, Lines, Ring Groups, Call Queues, or Conference Bridges in the left sidebar and then click the phone number or extension that requires changes.
  3. From Recording > Call Recording, toggle call recording on or off 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. Click 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.