This document is designed to fully explain Call Recording on the SkySwitch Platform.

SkySwitch provides Best Efforts retention for call recordings. This means that although by default we will strive to retain call recordings for up to 30 days, we will not make any guarantees as to the length of time that a recorded file will be retained. As an option, SkySwitch can store your recordings in an S3 bucket you provide. S3 is the cloud storage solution of Amazon Web Services. This will give you greater control of the retention policies associated with your customers. This service requires a one-time setup fee. Please contact your sales representative for pricing.
Only G711u (PCMU), G722, and G729 calls will be recorded by the platform. Please note G722.1 and variations of G722.1 will NOT be recorded.

Calls that are coming from off-net but are forwarded or transferred to an off-net device will not get recorded because we do not proxy the media on the DID by default.  Please submit a Support ticket if you need this enabled.

Activate Call Recording

There are multiple ways to activate call recording.

1. Activate Call Recording on all calls in a call queue - After creating a call queue, open the call queue and enable call recording. This option will record all calls that pass through the queue.


2. Activate call recording for individual Users - Navigate to the domain, open the users profile and select Yes in the Record User's Calls drop-down. This will record all calls that pass through the user.

Important note: This will only record calls that pass through the user. A call being delivered directly to a device will NOT record under this scenario.
Example: Call Recording is enabled on User 101. An inbound call is sent to Routing User 200, which is sent to Device 101. This call does not pass through User 101, and will not be recorded.

3. Activate Call Recording on a User's Device by navigating to the User's Phones Tab, clicking on the device on which you want to add Call Recording and then select Yes in the Record Calls drop down. This will record all calls on the User's device.


4. Activate Call Recording on a Per Call Basis.

  • Option 1 - While on a call, press *80 to start recording. Press *81 to stop recording(please note the user profile does not require call recording to be enabled for this functionality).
  • Option2 - Login into your user portal and click record or stop record in the active call widget.

Starcodes Applicable to Call Recording

If call recording is enabled by default at the user or device level take note of the following:

  • Using *80 (Start Recording) and *81 (Stop Recording) will only record the call in between the use of the *80 and *81 and not the full call. (Note: These starcodes can only be used once per call)
  • *81 will not work if *80 was not previously used.
  • You may use *82 (Pause Recording) and *83 (Resume Recording) several times in a call. (Note: After using *82 Call Recording will resume after 1 minute if *83 has not been pressed.)
  • *82 and *83 will work with or without the use of *80 and *81

If call recording is not enabled by default at the user and device level take note of the following:

  • Call recording will only be done if *80 and *81 are used.
  • *82 and *83 will NOT work. 

Note: If only *80 was used and *81 was not pressed before the end of the call. The recording will still be ok but will only start from *80 and end at termination of the call.

Listening to Call Recordings

All call recordings will be stored in the users Call History within the User Portal and can be played back on the fly or downloaded.

Just find the call you want to playback and click Listen, see below:

You can also download the call as a .wav file and play it back on your PC.

Adding Notes to a Recorded Call

After a call is recorded, it is possible to Add Notes to the call. See the below image.


You will then see a "Notes" pop-up with Disposition, Reason and a Notes Field. Simply enter a note or notes and click Save.

NOTE:  To create a pre-made list of dispositions to choose from, please open a support ticket for assistance. 

When and if you Export the call history you will see the Note/s in the Notes Column next to the call.


Important Call Recording Conditions

There are 2 ways you can call any user on the system:
1. Call their USER which will then follow the answering rules of that user (the default routing is to the user's DEVICE)
2. Call the user's DEVICE directly - which will ignore the User's answering rules, and only ring the specific device.

Note: Routing to a User in a Ring Group (a.k.a Hunt Group) or Call Queue goes directly to the User's DEVICE and not to the USER.

Call Recording CONDITIONS depend on HOW the call is routed to the user.

CONDITION 1: Call Recording is activated on the user's USER and DEVICE (this is done in 2 separate screens in the portal), then these conditions will result:
--- Call to DID: Yes
--- Call to Auto Attendant: Yes
--- Call transferred to extension: Yes
--- Call Parked and picked up by another extension: Yes
--- Call into Ring Group: Yes
--- Call into Call Queue: Yes

CONDITION 2: Call Recording is activated on the user's USER and not the DEVICE, then:
--- Call to DID: Yes if the DID is routed to the USER
--- Call to Auto Attendant: Yes if the AA is routed to the USER.
--- Call transferred to extension: Yes
--- Call Parked and picked up by another extension: Yes
--- Call into Ring Group: No
--- Call into Call Queue: No

CONDITION 3: Call Recording is activated on the user's DEVICE and not the USER, then:
--- Call to DID: Yes, but only if the answering rules for USER are routed to the DEVICE.
--- Call to Auto Attendant: Yes, but only if the answering rules for USER are routed to the DEVICE.
--- Call transferred to extension: Yes, but only if the answering rules for USER are routed to the DEVICE.
--- Call Parked and picked up by another extension: Yes, but only if the answering rules for USER are routed to the DEVICE.
--- Call into Ring Group: Yes
--- Call into Call Queue: Yes