Call Recording
The One Voice supports automatic and on-demand call recording with compliance-aware retention policies, consent announcements, and legal hold capabilities.
Recording Policies
Recording policy can be set at three levels, applied in priority order (extension overrides queue, queue overrides org):
| Level | Location | Options |
|---|---|---|
| Org (Global) | Settings → Recording | All calls / No calls / On-demand |
| Queue | Call Queues → edit queue | Inherit / Always / Never / On-demand |
| Extension | Extensions → extension settings | Inherit / Always / Never / On-demand |
Inherit means "use the level above." So an extension set to Inherit uses the queue policy if the call came through a queue, otherwise uses the org policy.
Recording Options
| Policy | Behavior |
|---|---|
| Always | Every call on this extension/queue is recorded automatically |
| Never | No calls recorded (overrides higher-level settings) |
| On-Demand | Recording off by default; agents start/stop via the softphone record button |
| Inherit | Use the parent level's policy |
Consent Announcement
Many jurisdictions require you to inform callers that they are being recorded. The One Voice can play a consent announcement at the start of any recorded call.
To enable:
- Go to Settings → Recording
- Toggle Consent Announcement
- Choose Text-to-Speech (type a script) or Upload Audio (custom announcement)
- Set Consent Action — either play announcement only (informational) or gather DTMF consent (caller presses 1 to agree)
If gather-consent mode is enabled and the caller does not press 1, the call continues but is not recorded.
Per-queue consent: In Call Queue settings, you can set a per-queue recording_consent mode that overrides the org setting. Useful when some queues handle sensitive calls (e.g., healthcare) that need explicit consent.
PCI Pause/Resume
For payment card calls, agents can pause recording to prevent cardholder data from being stored:
- During a call, click the Pause Recording button in the softphone
- Have the customer read their card number — this segment is not recorded
- Click Resume Recording
The final recording file has a gap with silence during the paused period. The call log shows the pause/resume timestamps.
Accessing Recordings
Go to Recordings in the left navigation.
Filtering Recordings
| Filter | Options |
|---|---|
| Date Range | Today / Last 7 days / Last 30 days / Custom range |
| Direction | Inbound / Outbound / Both |
| Duration | Greater than / less than X seconds |
| Extension | Filter to recordings for a specific extension |
| Search | Caller ID or phone number |
Playing a Recording
Click any recording row to expand the inline player. Controls:
- Play/Pause — start/stop playback
- Seek — click anywhere on the waveform to jump to that point
- Speed — play at 0.5×, 1×, 1.5×, 2×
- Transcript — if AI transcription ran on this call, the transcript is shown below the player with speaker labels
Downloading a Recording
Click the Download icon on any recording row. The file downloads as an MP3.
The download is proxied through the Voice API — Telnyx storage URLs expire, so the API generates a fresh download link on each request.
Bulk Operations
- Check the boxes on multiple recording rows (or check the header to select all visible)
- Choose an action:
- Download — exports selected recordings as a ZIP
- Delete — permanently deletes (subject to legal hold — see below)
- Export CSV — exports metadata (date, duration, direction, caller ID, extension) as a spreadsheet
Legal Hold
Legal hold prevents a recording from being deleted, regardless of retention policy.
To set a legal hold on a recording:
- Find the recording in the Recordings list
- Click the Legal Hold toggle (shield icon)
- The recording shows a "Legal Hold" badge — it cannot be deleted until the hold is released
To set a legal hold on all recordings for an org:
- Go to Settings → Recording
- Toggle Compliance Hold (All Recordings)
- This blocks all deletions org-wide until released
Legal holds take precedence over all retention policies and user-initiated deletes.
Compliance Retention Presets
The One Voice includes built-in retention presets for regulated industries. When a preset is active, the system enforces a minimum retention period — recordings cannot be deleted before that minimum expires.
| Preset | Minimum Retention | Regulation |
|---|---|---|
| Financial (IRS) | 7 years | IRC §6501, SOX |
| Financial (SEC) | 6 years | SEC Rule 17a-4 |
| Financial (Dodd-Frank) | 5 years | Dodd-Frank Act |
| Healthcare (HIPAA) | 6 years | HIPAA |
| Telecom (FCC) | 2 years | FCC regulations |
| Insurance | 7 years | State insurance regulations |
| Government | 7 years | Government records requirements |
To enable a preset:
- Go to Settings → Recording → Compliance Preset
- Select the preset that matches your regulatory requirement
- Save
A daily automated cleanup job runs at 3AM UTC. It respects both per-org compliance floors and individual legal holds. Recordings that have passed their retention period and are not on legal hold are deleted automatically.
Audit Trail
Every recording access, download, delete, and hold toggle is recorded in the org's Audit Log (Settings → Audit Log). This log is immutable and includes the user, timestamp, and action taken.