Call Recording
A native feature of UCS is call recording with access control based on user permissions. Calls can be recorded continuously or on-demand by the user.
Calls are recorded in stereo (caller on the left channel, callee on the right) in MP3 or WAV format. Recordings are available immediately after the call ends.
The system also supports Speech-to-Text transcription, tagging, sentiment analysis** using AI.
The amount of recorded calls is limited only by disk capacity. The data size for MP3 format is approximately 200 kB per minute of call.
| Call center type | Calls / day | Data / day | Data / month | Data / year |
|---|---|---|---|---|
| Small (5 agents) | 500 | 200 MB | 4 GB | 48 GB |
| Medium (30 agents) | 3,000 | 1.2 GB | 24 GB | 288 GB |
| Large (150 agents) | 15,000 | 6 GB | 120 GB | 1.4 TB |
For 24/7 operation, use a coefficient of 1.5.
Recording Storage
The system supports an unlimited number of recording storages. Physically, these are separate directories on the UCS server.
Recordings can be permanently stored, automatically moved between storages, or deleted based on retention rules.
Directories can be either local or network-mounted into the server's filesystem.
☰ Telephony → Recording storages
The Storage parameter supports time-based formatting to store recordings in a structured hierarchy. Commonly used directives:
%Y- year (YYYY)%m- month (MM)%d- day (DD)
Example:
If the parameter is set to /mnt/shared/Recordings/%Y/%m/%d, recordings will be stored as:
/mnt/shared/Recordings/2025/12/31(for Dec 31, 2025)/mnt/shared/Recordings/2026/01/01(for Jan 1, 2026)
The Keep and Move expired to parameters define after how many days recordings should be moved to another storage, or permanently deleted. If recordings are legally important (e.g. for compliance reasons), activate Protect against deletion, such recordings will not be deleted, even after retention expires, and even if moved to another storage.
For AI transcription, recordings are processed in LIFO order. If you need to prioritize certain recordings, you can create multiple storages, and assign AI Processing Priority to each storage (higher value = higher priority).
Incoming Call Recording
Continuous recording of incoming calls is enabled for individual incoming numbers via the Recording Storage option. If no storage is selected, calls are not recorded (do not record option).
☰ Telephony → Trunks → Incoming Patterns → edit → Options → Record incoming calls into
To record voicebot calls, enable recording on the trunk where the call is received from the PSTN, and redirected to the voicebot via the Inter Trunk Filter. Do not enable recording on the trunk used by the voicebot (which may send the call back to the queue), to avoid duplicate recordings.
Outgoing Call Recording
Continuous recording of outgoing calls is enabled for individual dialed ranges via the Recording Storage option. If no storage is selected, calls are not recorded (do not record option).
☰ Telephony → Outgoing Filters → Patterns → edit → Record outgoing calls into
A call will continue to be recorded even if the user transfers the call to PSTN. If you want to stop recording after such a transfer, enable Stop record transferred calls.
On-Demand Call Recording
On-demand call recording can be started by the user. After the call is connected, the user clicks the Record call button in the operator application, the button appears in the top bar, to the right of the call duration indicator.
To allow a user to record calls, their assigned role must specify a recording storage.
☰ System → Roles → edit → Settings → Call record on demand storage
If the value is set to do not allow, the user cannot activate call recording.
For consistency reasons, user-triggered recording cannot be stopped during a call.