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How to Set up call recording

Record all incoming and outgoing calls and set up call recording announcements to inform the caller they’re being recorded. All recordings are archived for up to six months and are easily accessed and downloaded using the Nextiva Call Recording application. Please be aware of the call recording laws in your area.

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Setting up call recording

  1. From the NextOS admin home page, select Users > Actions > Voice Settings > Monitoring > Call Recording. 
  2. Choose when the user’s calls should be recorded (Never, Always, Always with Pause/Resume, On Demand, On Demand with User Initiated Start), and set up call recording announcements to inform the caller they’re being recorded by clicking the Play recording start/stop announcement checkbox.
  3. Click the record voice messaging checkbox to record users’ voicemails. Click Save.

NOTE: If Always with Pause/Resume, On Demand with User Initiated Start, or On Demand is enabled, you can also set up alerts and notifications to alert the caller when recording is enabled/paused. 

After enabling Call recording for a user, additional steps will need to be taken by Nextiva Support to make sure that an administrator, supervisor, or the agent themselves can access recorded calls. To contact our Amazing Service Team, click here. 

Call recording feature codes

When using feature codes, you must first place the active call on hold and place a new call using the codes below on the same line. Wait for the confirmation message, the call will automatically disconnect so you can rejoin the active call.  

*44 (Call Recording Start): Starts recording if On Demand With User Initiated Start is enabled.

*45 (Call Recording Stop): Stops recording if On Demand With User Initiated Start is enabled.

*48 (Call Recording Pause): Pauses an active recording if Always with Pause/Resume, On Demand with User Initiated Start, or On Demand is enabled.

*49 (Call Recording Resume): Resumes a paused recording if Always with Pause/Resume, On Demand with User Initiated Start, or On Demand is enabled.

 

 

Setting up call recording

From the Nextiva voice admin dashboard, hover over Users > Manage Users > select the user > Monitoring > Call Recording.

Choose when the user’s calls should be recorded (Never, Always, Always with Pause/Resume, On Demand, On Demand with User Initiated Start), and set up call recording announcements to inform the caller they’re being recorded by clicking the Play recording start/stop announcement checkbox. 

Click the record voice messaging checkbox to record users’ voicemails. Click Save. 

NOTE: If Always with Pause/Resume, On Demand with User Initiated Start, or On Demand is enabled, you can also set up alerts and notifications to alert the caller when recording is enabled/paused. 

After enabling Call recording for a user, additional steps will need to be taken by Nextiva Support to make sure that an administrator, supervisor, or the agent themselves can access recorded calls. To contact our Amazing Service Team, click here. 

Call recording feature codes

When using feature codes, you must first place the active call on hold and place a new call using the codes below on the same line. Wait for the confirmation message, the call will automatically disconnect so you can rejoin the active call.  

*44 (Call Recording Start): Starts recording if On Demand With User Initiated Start is enabled.

*45 (Call Recording Stop): Stops recording if On Demand With User Initiated Start is enabled.

*48 (Call Recording Pause): Pauses an active recording if Always with Pause/Resume, On Demand with User Initiated Start, or On Demand is enabled.

*49 (Call Recording Resume): Resumes a paused recording if Always with Pause/Resume, On Demand with User Initiated Start, or On Demand is enabled.

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