Call Recording
What is kept after the call. Both sides are captured on their own channel and merged into one stereo file, so who said a line is read off the channel rather than guessed at from the wording around it.
Call recording
one conversationProduct figures from the platform’s own defaults - not customer averages
How it works.
Two captures, never one mix
Recording attaches two listeners to the customer's leg: one takes their voice, the other takes everything they hear. The two are written as separate tracks, and keeping them apart is the entire point of doing it this way.
Anchored to the leg that stays
The customer's leg is the one thing that passing the call to a colleague, switching device or merging into a three-way never replaces, so the capture rides through all of them. One conversation stays one file rather than three.
Stitched after the hang-up
Both tracks are pulled back, stripped to raw audio and queued. A worker merges them into a single stereo file and attaches it to the call record, where it can be played with a scrubber or downloaded.
Transcribed per channel, not per voice
Where transcription is switched on, each channel is transcribed on its own and every phrase carries the channel it came from. Voiceprint separation is deliberately off, because the channel already knows who is who.
Two moments in every call.
Every call passes through the same seven. Call Recording is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Channels
- Two: the customer on one, everyone else on the other, merged to one stereo file
- Speaker split
- Channel 0 is the agent, channel 1 the customer, swappable on a single call
- Through a transfer
- Anchored to the customer's leg, so a transfer between people keeps one file
- Length
- One recording is capped at two hours by default before it is closed
- Notice
- No beep and no recorded-call announcement is played to either party
- Transcription
- Opt-in and off by default, per tenant and per number, queue, IVR or mailbox
- Search
- Call search covers numbers, IDs and names. Transcript text is not searched
- Retention
- A recording stays attached to its call for as long as the workspace does, with no sweep quietly removing it
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
20 capabilitiesFlows, queues, oversight and compliance screening on lines we run ourselves.
Decide what happens when your number rings, then walk a test call through it before a customer does. Thirty-nine nodes, nine categories, one canvas.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Decide what callers hear in the first ten seconds, and where the ones who press nothing end up. Fifteen starting templates, built as a step in the flow.
A caller who waits past the limit does not fall off the end. Four separate exits are picked in advance, behind the welcome, hold music and announcements.
Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
A caller presses a digit, hangs up and keeps their place in line. Repeat requests merge, so nobody rings the same person twice about one problem.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See call recording on your own floor.
Thirty minutes, your numbers and your data. We will set call recording up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included