Manage call recording for Webex Calling

Overview

Ensure that the following requirements are met:

Your partner has enabled a 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.
Workspaces have Professional Webex Calling license.
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 the convenience of 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 Team and Premier 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-premises 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 use 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 doesn’t 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 call recording provider from the drop-down list for your organization.

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

Dubber is the default value.
Select Webex as the provider, if you avail only the Calling service.

Choose a Storage region. This selection determines the storage location to store the call recordings for the organization. This option applies when Webex is the provider.

If you choose a call recording provider other than Webex, then the storage region setting doesn’t display.

Only a compliance officer can access the call recordings in the storage location. As a compliance officer you can preserve data for legal proceedings. To access the recordings, use the APIs in Webex for Developers and navigate to Webex Calling > Reference> Guides> Converged Recordings.

You can create Webhook notifications on Webex call recordings using Webhooks.

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, provision the user accounts manually as mentioned in the Account Creation section.
If a partner administrator is enabling call recording for their customers, the partner administrator user isn’t allowed in multiple customer accounts.
The location level settings override the call recording provider selection. For more information, see the Override call recording at the location level section.

Disable call recording at organization level

1	Sign in to Control Hub.
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

On creating a new location, the call recording provider by default is set 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.
Choose a Storage region. This selection determines the storage location to store the call recordings for the organization. This option applies when Webex is the provider. Storage region is defaulted to the Organization’s geographical region.

If you choose a call recording provider other than Webex, then the storage region setting doesn’t display.

Click Save.

Known Issues in call recording

The following are some of the important points to note regarding call recording on the Webex call recording provider:

If you enable call recording, and the Webex Call Recording can’t start due to an issue in the recording flow then it terminates the call.
The CallingName and CalledName display as . (DOT) when the User Name field isn’t set.
If a user 's call is parked and later the call is continued using a different device, the conversation after the pick-up isn’t recorded.
If Canada is the Storage Region selected from Control Hub, recordings aren’t available to view, download, or play.

Enable compliance call recording announcement

You can enable the compliance announcement settings separately for inbound and outbound PSTN calls. Once enabled, when the PSTN call is made or received, the caller (PSTN user) will hear the announcement “This call may be recorded” only once at the beginning of the call. The recording starts after the user, who has call recording enabled, answers the call. Once the compliance announcement is played, the start/stop recording announcements are suppressed for the Webex Calling user. Even when mid-call operations such as transfer are initiated on that call, announcements aren’t played multiple times. However, the visual indicator is displayed in the Webex App or on supported phones to indicate that the call is being recorded.

If a call comes directly to a user, the compliance announcement is played in the language that is set for the user in the Users > Calling > Announcement Language. If a call comes directly to a workspace, the compliance announcement is played in the language that is set for the workspace in the Workspaces > Calling > Announcement Language. If a call comes directly to an Auto Attendant, Call Queue or Hunt Group, the compliance announcement is played in the language that is set for the Auto Attendant, Call Queue or Hunt Group in the Calling > Features > Auto Attendant/Call Queue/Hunt Group > General Settings > Language. The list of supported languages can be found in the respective setting's drop-down. If a call comes directly to a virtual line, the compliance announcement is played in the language that is set for the virtual line in the Calling > Virtual Lines > select a virtual line > Calling > Announcement Language.

The compliance announcement audio doesn’t get recorded in the recording. However, if the call was recorded, the metadata sent to the call recording provider includes information about whether the compliance announcement or user/workspace announcements were played or not.

The user/workspace level announcement settings take precedence only if the compliance announcement isn’t played, and this applies only for the inbound calls. For more information, see Enable call recording for Webex Calling users and workspaces section.

We recommend you enable user/workspace level announcement setting for all users/workspaces who have call recording enabled. This will serve as a reliable alternative to play the regular announcements in case the compliance announcements fail to play for the inbound call.

You can enable the compliance announcement at the organization level and override at the location level.

Enable compliance announcement at organization level

The compliance announcement is disabled by default at the organization level.

Go to Services > Calling > Service Settings.

Under Call Recording, enable any of the following compliance announcement options:

Play announcement for inbound PSTN calls—Selecting this option plays the compliance announcement to the caller before the call is answered.
Play announcement for outbound PSTN calls—Selecting this option plays the compliance announcement to the caller after the call is answered.
- Delay announcement —Enable the toggle to set an announcement delay time in seconds. The compliance announcement is played only after a specified delay time. This prevents the announcement from playing at the same time as a user or agent greeting the customer.
  
  The maximum allowed announcement delay time is 60 seconds.

Under the Call Recording Failure, you can choose the recording failure behavior. Using this option you can do the following:

Proceed with the call, no announcement—Select this option to proceed with the call and make no announcement when the call recording fails.
Proceed with the call, with announcement—Select this option to proceed with the call and make an announcement when the call recording fails.
End the call with announcement —Select this option to end the call and make an announcement when the call recording fails.

This configuration applies to all the Recording platforms.

Click Save.

Override compliance announcement at location level

When a new location is created, the compliance announcement settings are defaulted to the organization level. You can override the settings at the location level.

Go to Management > Locations.

Select the location for which you want to modify the compliance announcement settings.

Go to Calling > Call Handling.

Click Call recording settings and enable any of the following options under the compliance announcements.

Organization’s default—Select this option if you want to use the organization compliance announcement settings for the selected location.

By default, this option is selected when a new location is created.
Location specific settings—Select this option to override the organization announcement settings.
- Play announcement for inbound PSTN calls—Selecting this option plays the compliance announcement to the caller before the call is answered.
- Play announcement for outbound PSTN calls—Selecting this option plays the compliance announcement to the caller after the call is answered.
  - Delay announcement —Enable the toggle to set an announcement delay time in seconds. The compliance announcement is played only after a specified delay time. This prevents the announcement from playing at the same time as a user or agent greeting the customer.
    
    Maximum allowed announcement delay time is 60 seconds.

Click Save.

Enable call recording for Webex Calling users and workspaces

Before you begin

Ensure that users have Professional or Basic Webex Calling user licenses assigned.
Ensure that workspaces have Professional Webex Calling license assigned.
The administrator who enables call recording in the Control Hub is also assigned the role of the administrator in the Dubber account. Further, this administrator can use the Dubber portal to add other administrators or reassign Dubber licenses.

Go to the respective path:

For Users: Go to Management > Users > select a user > Calling > User Call Experience.
For Workspaces: Go to Management > Workspaces> select a workspace > Calling > Call Experience.

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 isn’t 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 support providers with the information available in the Show call recording platform information section.

From the Users page, go to Calling > User Call Experience > Call Recording > Show call recording platform information to find support.

From the Workspaces page, go to Calling > Call Experience > Call Recording > Show call recording platform information to find support.

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 voice messages sent and received. If storage space is a concern, you may not want to select this option.

Recording start/stop announcement—Choose any of the following options to manage the audible announcement that is played when recording starts or stops for PSTN calls and internal calls.

Play recording start/stop announcement for PSTN calls—Choose this option if you want a standard announcement to be played at the beginning of all incoming and outgoing PSTN calls notifying all parties that the call is being recorded. You may require this announcement to comply with the legal requirements based on the business needs.

If the compliance announcement is enabled at the organization or location level, the PSTN user will not hear the start/stop announcement even if you enable this option. This option takes precedence only if a PSTN call comes to or made by a user who is in an organization or location where the compliance announcement is disabled or failed to play. For more information, see the Enable compliance call recording announcement section.

Play recording start/stop announcement for internal calls—Choose this option if you want a standard announcement to be played at the beginning of all incoming and outgoing internal calls notifying all parties that the call is being recorded.

This announcement isn’t included in the recording of the call.

When an announcement is played during start, stop, pause, or resume operations, Webex Calling sends SIPREC metadata information to the call recording provider indicating that an announcement was played. Using this information, some call recording providers have indicators to show if an announcement was played for that call.

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 plays the following:
- Pause—Plays an announcement indicating that it’s paused successfully.
- Resume—Plays an announcement indicating that it’s resumed successfully.
The user/workspace level announcement settings for Pause/Resume are always played when the user initiates that action.
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.

Access recordings for Webex call provider

To access the call recordings, complete these steps.

Before you begin

To view the Recordings tab under Calling, ensure that the organization is entitled with the Webex Calling license.

If the organization has Webex Calling entitlement and uses a different Call Recording provider (example Dubber), the Recording tab appears with a message that the call recording provider isn’t Webex.
If the organization has Webex Calling entitlement but Recording is turned OFF, the Recording tab appears with a message that the Recording is OFF.
If a location has Call Recording, then no results display.

Go to Services > Calling and then select Features.

Select Recording tab, and the recording landing page displays. ause the search field to find the recording of your choice.

The landing page initially does not display any records until the administrator initiate the search. You can choose from the two search modes:

Simple
Advanced

Use the simple search field to look up for all recordings associated with a user based on the name or email ID. This search retrieves all recordings for the owner, but only displays the first 100 records. Scroll down to view the remaining recordings.

Hover on the Calling Party to view the PSTN number or extension used for calling.

Click the Advanced options to refine your search. Ensure the Recordings repository is checked.

Advanced options allow to specify the following:

Use the Date Picker field to select the recording timeline. Date picker control offers various time frames and custom range.
Use the Owner name or Email ID to search.
Choose a label such as calling/called number.
File size
Last accessed (with a specific time line)

By default, the call records stored in the last seven days display in the Advanced search option.

By default, the location field is set to All Locations

Click Search to search the recordings based on the selection.

Select a recording from the list and the Actions bar displays. The supported actions are:

Delete deletes the recordings from the list and is no longer visible to the administrator. These recordings are stored in the trash bin. The administrator can view the recordings from the Deleted recordings option. However the recordings aren’t purged until the retention policy of 30 days is met.
Cancel dismisses Action bar and deselects recordings.
Restore moves the recording from deleted back to active recordings, and no longer show in deleted recordings.

Use the Select all option to select multiple recordings. If there are more recordings, then the first 200 recordings are selected.

A warning message displays for the action. You can choose to delete or cancel the request.

Call recording for virtual lines

As an administrator, you can now enable call recording for the virtual lines. Virtual lines are added as additional lines on user or workspace devices such as desk phones and the Webex App. Virtual lines support all the call recording options available on the primary line of users or workspaces, including visual and audio notification. Calls on the virtual lines are recorded using partner call recording services such as Dubber, Imagicle, and CallCabinet. You may need to purchase additional licenses from these call recording services to access calls recorded on virtual lines. Contact your call recording provider for more information.

Call recording is disabled by default on virtual lines. Make sure to select a call recording provider at either the organization level or the location level associated with the virtual line before enabling call recording on the virtual line.

Prerequisites

The following are some of the important points to note regarding call recording on virtual lines:

To access call recordings on virtual lines, you need additional licenses of the partner call recording services.
For the virtual line assigned to a Webex App user, currently call recording is supported in the Always recording mode. However, all the other recording modes will be available shortly.

Enable call recording for virtual lines

To enable call recording on your virtual line from Control Hub:

Go to Services > Calling > Virtual Lines.

Choose the virtual line that you want to configure the settings for by clicking on it.

Click Calling, scroll to User Call Experience, and turn on Call Recording.

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

When you turn off Call Recording, the call recording settings get cleared. However, any calls that were recorded before this change of setting is still maintained in the call recording provider platform.

Contact support in case the user or workspace is having issues with recording calls after you enable call recording. Support information is available as detailed for Show call recording platform information.

Configure the call recording settings. For details, see the call recording settings listed in Enable call recording for Webex Calling users and workspaces.

Click Save.

What to do next

If there are issues with call recording, ensure the accuracy of the following:

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.

Click Save Changes.

If you need more support, 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 and workspaces with On-demand recording mode will see a Record soft key (button) to initiate the recording.
Users and workspaces 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.