Overview

Ensure that the following requirements are met:

Your partner has enabled call recording service for your organization, by default, this service is set to on enabling you to configure it for certain users.
Users have Professional or Basic Webex Calling licenses.
Consult your legal department about regulatory requirements for recording calls.

All Webex Calling customers have access to the Dubber Go - free subscription. With Dubber Go, users get convenience call recordings.

Paid subscriptions are available, offering more options like compliance call recording, unlimited retention, AI analysis, and administrator access from multiple third-party providers.

Dubber Go is available to all users and gives access to unlimited recordings. Each recording is stored for 30 days. Only users can access and manage their recordings from their Dubber portal.
Dubber Standard and AI licenses require a contractual agreement with Dubber. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. Dubber Call Recording licenses are available through Cisco Commerce Workspace (CCW) (Solutions Plus).
Imagicle a full cloud-based voice recording solution, offers compliant voice recording with analytics, transcriptions, sentiment analysis, and screen recording. Imagicle offers unlimited storage space on Imagicle Cloud or the optional ability to move the recordings to customer on-premise local storage. This requires a contractual agreement with Imagicle. This can be ordered through Cisco Commerce Workspace (CCW). Search for IMAGICLE-CLOUD or A-FLEX-S+-CALLING and select IMAGICLE.
CallCabinet Compliance Call Recording & AI solutions enable unrestricted business intelligence within any communications environment. CallCabinet’s cloud-native solutions are powered by next-gen AI and utilize specialized machine learning to deliver unparalleled business intelligence in real-time. We help advance business success with future-proof regulatory compliance, next-gen conversation analytics with custom business intelligence reporting as well as quality assurance automation tools. The CallCabinet Compliance Cloud offers unlimited cloud storage space or the option to move the recordings to customer on-premises local storage. This recording solution can be ordered through Cisco Commerce Workspace (CCW). Search for CALLCABINETPLAT or A-FLEX-S+-CALLING and select the required option.

Account creation

For advanced or paid Dubber subscription contact Dubber Support to upgrade your Dubber account. For more information about Dubber, go to Sales Connect.

Dubber Go is available to all users and Control Hub has integration with Dubber to automatically provision a Dubber account. When users are enabled for call recording, Dubber accounts are provisioned automatically if the organization does not have a Dubber account. The users and the Dubber go entitlements are also automatically provisioned in the Dubber account.

To get advanced features you can update Dubber user entitlements from a free to a paid subscription. You can downgrade from a paid to a free subscription at any time. To do so, identify the users who require entitlement changes and contact your partner. A user who is an administrator in the Dubber account can also make the above changes.

When migrating from a free to a paid subscription, automatic deletion stops and unlimited retention begins. When migrating from a paid to a free subscription, unlimited retention ends, and recordings are deleted after 30 days.

Imagicle offers a free trial account. Contact Imagicle Support to provision your new production account or to convert your trail account to a paid account once the Imagicle licenses are procured in Cisco Commerce Workspace (CCW) (Solution Plus). For more information about Imagicle, go to Sales Connect.

Control Hub does not create Imagicle account automatically when users are enabled for call recording.

Imagicle offers tools to sync users using Webex for Developers APIs into your Imagicle account.

Contact Imagicle Support for more information.

CallCabinet offers a free trial account. Contact CallCabinet Support to provision your new production account or to convert your trial account to a paid account once you have ordered the CallCabinet licenses in Cisco Commerce Workspace (CCW) (Solution Plus). For more information about Call Cabinet, go to Sales Connect.

Control Hub does not create a CallCabinet account automatically when users are enabled for call recording.

Contact CallCabinet Support for help with new account provisioning. CallCabinet's call recording solution is available for Webex Calling customers hosted in the US region. CallCabinet Call Recording will be made available in other regions shortly.

Terms of Services

When you select Dubber as the call recording provider in the organization, the customer or partner administrator must accept the Dubber Terms of Service on behalf of the customer. On accepting the terms and conditions, the Dubber account is created for your Webex Calling organization.

Accepting the terms of service is a one-time activity. On accepting the agreement, Webex Calling shares Customer Name, User location’s Time Zone, First Name, Last Name, and Email ID with Dubber.

When you select Imagicle as the call recording provider in the organization, the customer or partner administrator must accept the Imagicle Terms of Service on behalf of the customer. On accepting the terms and conditions, the Imagicle account is created for your Webex Calling organization.

Accepting the terms of service is a one-time activity. On accepting the agreement, Imagicle can have access to Customer Name, User location’s Time Zone, First Name, Last Name, and Email ID with Imagicle.

When you select CallCabinet as the call recording provider in the organization, the customer or partner administrator must accept the CallCabinet Terms of Service on behalf of the customer.

Accepting the terms of service is a one-time activity. On accepting the agreement, CallCabinet can access to Customer Name, User location’s Time Zone, First Name, Last Name, and Email ID from Webex Calling in order to perform call recording.

Select call recording provider

Enable call recording at organization level

Go to Services > Calling > Service Settings.

Under the Call Recording Provider, select the provider from the drop-down list for call recording provider for your organization.

Dubber is chosen by default since Dubber Go entitlements are included at no additional cost with your Webex Calling user entitlements.

Click Save.

For Dubber, the user accounts are auto provisioned. For all other service providers, the user accounts must be manually provisioned as mentioned in the Account Creation section.
If a partner administrator is enabling call recording for their customers, the partner administrator user is not allowed in multiple customer accounts.
The call recording provider selection can be overridden at the location level. For help see: Override call recording at location level

Disable call recording at organization level

1	Log in to Control Hub https://admin.webex.com.
2	Go to Services > Calling > Service Settings.
3	Under Call Recording Provider, select None from the drop-down list for the call recording provider for your organization. The Call Recording information window appears.
4	Check I understand turning off call recording will remove this feature for all users.
5	Click Save.

Override call recording at location level

When a new location is created, the call recording provider selection is defaulted to the organization level. The administrator can override the call recording provider at the location level.

Go to Management > Locations.

Select the location for which you want to modify the call recording settings.

Go to Calling > Call Handling.

Click Call recording settings, and select one of the followings:

Use organization’s default

Select a different provider

From the drop-down list, select a different provider of your choice.

Select None if the users in this location don’t need the call recording feature.

Click Save.

To enable call recording at users level, see Enable call recording for Webex Calling users.

Enable call recording for Webex Calling users

Go to Management > Users and then select a user.

Select Calling, scroll to User Call Experience, and then turn on Call Recording, the user's call recording settings get cleared, however any calls that were recorded before this change are still maintained on the call recording provider platform.

For Dubber account and user provisioning are automated. The administrator who enabled the user for call recording is also added to the Dubber account as an administrator. This administrator can use the Dubber portal to add other administrators or reassign Dubber licenses.

Control Hub doesn’t automatically provision users in the call recording providers, except Dubber. Other providers may provide tools to sync users to your call recording provider account.

If a partner administrator is enabling call recording for their customers, the same partner administrator user is not allowed in multiple customer accounts.

After enabling call recording, in case the user is still having issues with recording calls you can contact the call recording providers support with the information available in the Show call recording platform information section.

It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information.

You can configure any of the following settings:

On Demand—Choose this option if you want to grant users control over when they can start and end recordings. You may also choose the pause and resume notification, if applicable.
Always—Choose this option if you want all incoming and outgoing calls recorded.
Always with pause/resume—Choose this option if you want to grant users control over when they can pause and resume recordings.
Never—This option is selected by default.
Record voicemail—Choose this option if you also want to read voicemail messages sent and received. If storage space is a concern, you may not want to select this option.

Play recording start/stop announcement—Choose this option if you want a standard announcement that is played at the beginning of all incoming and outgoing calls notifying all parties that the call is being recorded. You may require an announcement to comply with the legal requirements in your area.

This announcement is not included in the recording of the call.

When an announcement is played during start, stop, pause, or resume operations, Webex Calling sends information to the call recording provider that an announcement was played.

Pause/Resume Notification—Choose this option if you want to receive pause and resume notifications. You can choose a beep option or an announcement option that will play the following:
- Pause—Plays an announcement indicating that it’s paused successfully.
- Resume—Plays an announcement indicating that it’s resumed successfully.
Repeat tone every—By default, a tone is played every 20 seconds reminding all parties that the call is being recorded. You can change this to a value 10–90 seconds.
Show call recording platform information—Displays the following information related to the call
- Service Provider
- External Group
- External Identifier

Click Save.

What to do next

If an issue arises for users, from the call recording administration portal, ensure that the following information is correct:

Product—Choose your product.
External Type—Enter BroadWorks.
Service Provider—Copy and paste the corresponding value from Control Hub.
External Group—Copy and paste the corresponding value from Control Hub.
External Identifier—Copy and paste the corresponding value from Control Hub.

Then click Save Changes.

If additional support is needed, please contact your call recording providers support.

Call recording behaviour

Users will see an icon on their Multiplatform phone (MPP) and the Webex App showing that a call is being recorded.
Users with On-demand recording mode will be a Record soft key (button) to initiate the recording.
Users with On-demand and always with Pause/Resume will dynamically see the soft key (button) to perform this action if the settings are enabled for the users.
When a call is being recorded, dual streams are sent to Call recording provider.
When an announcement is played during start, stop, pause, or resume operations, Webex Calling sends information to the call recording provider that an announcement was played as a SIPREC meta-data message.
ICE (Media optimization) and Call Recording are both features that independently introduce a small audio delay at the beginning of the call and when used together the audio delay is slightly longer and more noticeable to customers.