Set Up Call Recording for a Contact Center
    • 21 May 2024
    • 4 Minutes to read
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    Set Up Call Recording for a Contact Center

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    • PDF

    Article summary

    Whether you work in a small or large contact center, call recordings are useful for training Agents, and maintaining compliance. Recordings can include the audio content of any call, as well as screen recordings, which gives you a better look at your agents’ workflows.

    Dialpad lets you customize your Contact Center's call recording settings to allow maximum flexibility when dealing with local regulations.

    Who can use this feature
    Contact Center recording is available to users on an Ai Contact Center plan.
    Contact Center Admins and Supervisors can access call recordings via Call History.

    Automatic recording & transcription

    Contact Center Admins can enable automatic recording and transcription for their Contact Centers. 

    To enable these features, head to your Admin Settings from 

    1. Navigate to Ai Contact Centers
    2. Select the desired Contact Center
    3. Navigate to Advanced Settings
    4. Navigate to Automatic Call Recording and Transcription
    5. Choose to turn on automatic call recording for inbound and/or outbound calls

    If you'd like to allow agents to stop and restart call recordings during a call, check the box beside Pause Recordings. Company-level recordings will also stop and restart for the call when the agent does this.

    Once call recording is turned on, it’s time to determine what call recording data you’d like to all your agents to access. Choose to give your agents access to their own call data, all contact center data, or none at all.

    Head to your Contact Center’s Advanced Settings to set agent permissions.


    Contact Center calls cannot be manually recorded by an agent during a call. 

    Call recording greeting

    Use a call recording greeting to inform callers that the call may, or will, be recorded.

    To create or edit a Contact Center Call recording greeting, head to your Admin Settings from 

    1. Navigate to Ai Contact Centers
    2. Select the desired Contact Center
    3. Navigate to Advanced Settings
    4. Navigate to Automatic Call Recording and Transcription
    5. Navigate to Call Recording Greeting
    6. Select one of Dialpad's default greetings, or upload your own custom greeting
      • Different greetings can be used for inbound and outbound calls.

    When creating your own call recording greeting, the recording cannot be longer than 45 seconds. 

    Call recording legalities

    You probably already know that US laws can be a complex maze — especially when you have to consider federal and state legislation. 

    There are two main concepts governing the recording of telephone conversations, and they apply to personal and business calls. 

    1. One-party consent — an individual can record conversations they are a part of without the other person’s consent
      1. 38 states and DC  currently require this one-party consent
    2. Two-party consent — all parties must be informed that the call is being recorded, and the party recording the conversation must obtain prior consent from the other party
      1.  11 states currently require that two-party consent

    If a state has no law in place for call recording consent, they are considered to have a one-party consent requirement under federal law.

    Using the phrase (or a variation of), “This call may be monitored or recorded for quality and training purposes,” lets your customer know that the call will be recorded, and if they proceed, they’re consenting to be recorded.

    Make sure you’re complying with the laws of different states by setting up exceptions for any locations you need to.

    You can also choose to only record the agent’s side of the conversation and not the customer’s —  which can still help with quality control and dispute resolution.

    Depending on the purpose of your Contact Center's calls, there are other regulatory requirements you may need to be aware of. 

    1. PCI compliance —Payment card industry compliance comes from the credit card providers, and governs what can and cannot be discussed or recorded. 
      1.  PCI’s data security standards (DSS) include; “12 key requirements, 78 base requirements, and 400 test procedures to ensure that organizations are PCI-compliant.” 
    2. PHI compliance — If your organization is in any way connected to healthcare, then this is something you need to consider. PHI (protected health information)is governed by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). 
      1. If you do deal with clients’ health information or work in healthcare, it’s worth considering using a platform that’s compliant with HIPAA requirements.

    Exception list

    Use an Exception List to ensure that calls are recorded except for certain country and area codes. Numbers noted in your Exception List apply to both inbound and outbound calls, as well as Dialpad Ai transcriptions if you have Auto Start Dialpad Ai turned on for the contact center

    To create or edit your Exception List, head to your Admin Settings from 

    1. Navigate to Ai Contact Contact Centers
    2. Select the desired Contact Center
    3. Navigate to Advanced Settings
    4. Navigate to Automatic Call Recording and Transcription
    5. Select Record all except those on the exception list
    6. Select Edit exception list 
    7. Enter a comma-separated list, in E.164 international format
      1. For example: +1415, +1212, +44 (for San Francisco, New York and the UK)
    8. Select Save Changes

    You can also choose to avoid recording the entirety of calls that match the exception list, or, to only record the Agent side of these calls.

    Dialpad Tip:
    Be sure to reference our list of all-party consent state area codes and add those to your Exception List if you will be placing calls to these regions.

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