This article describes how to enable and use Call Recording with your UNIVERGE BLUE® CONNECT services.

The following topics will be covered in the article:

Enable Call Recording

This section explains how to enable call recording for users, hunt groups, and resource lines.

Note: only the Account owner can enable this feature. Once enabled, other administrators can adjust the call recording settings.

Steps to enable:

  1. Log into Control Panel as the account owner.

  2. Navigate to Services > $Unite at the top of the screen.

  3. Select General from the left navigation pane.

  4. Scroll to the Call Recording section in the General Settings.

  5. Enable call recording by checking the appropriate box.

  6. Additional configuration options will appear, such as:

    • Recording notifications

    • Pause notifications

    • Recording tones

  7. Accept the terms by ticking the corresponding checkbox.

  8. Click Save changes to apply.

 

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Note: Call Recording is supported for Users, Hunt Groups, and Resource lines.

  1. Once the Account owner is logged in, the option to enable call recording will become available.

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  2. Clicking on the enable box will allow you to also choose if a notification message should be played before the recording starts.

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  3. Accept terms for using Call Recordings.

  4. Once changes are saved, the Call Recordings feature is ready for immediate use with On-Demand recording; if you require Automatic Call recording, you will need to enable it within your specified settings panel.

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Note: currently, UNIVERGE BLUE® CONNECT does not provide call transcription for call recordings.
 

Using On-Demand Call Recording

This section explains how users can start and stop call recordings manually. On-demand recording allows users to record calls as needed, with controls for pausing and resuming recordings.

  1. User pushes #9 to start the call recording or stop recording.
  2. If enabled, Your call is being recorded plays when you start recording. Depending on customer’s state, notification can be disabled.
    Note: Different states have different laws about the notification that calls are being recorded. Administrators can choose whether to enable or disable a call recording announcement based on their state’s requirements.
  3. Call recording can be put on pause by dialing #0. Dialing #0 again takes it off pause.
  4. When сall is ended or recording stopped, .mp3 file of recording is delivered to the end user who initiated the recording via email.

Using Automatic Call Recording

This section covers the automatic recording settings for individual users and hunt groups. Automatic recording can be set for all calls, inbound calls, or outbound calls.

  1. For individual users, you have the option to specify whether to record all inbound calls, outbound calls, or both. This can be done by selecting the appropriate option from the dropdown menu: "Auto for inbound" to record all inbound calls, "Auto for outbound" to record all outbound calls, or "Auto for all calls" to record both inbound and outbound calls, you can access these options in the new call recording settings.
  2. For groups, the setting is fixed to "Auto for all calls," meaning all group calls will be automatically recorded without the need to press #9.
    Note: you can also pause automatic call recordings by pressing #0
  3. If enabled, Your call is being recorded plays when you start recording. Depending on customer’s state, notification can be disabled.
    Note: Different states have different laws about the notification that calls are being recorded. Administrators can choose whether to enable or disable a call recording announcement based on their state’s requirements.
  4. When a call ends or recording is stopped, an .mp3 file of the recording is delivered to the end user via email. Additionally, any inbound calls to the Hunt Group will be automatically recorded and stored in the Call Recordings section of the Hunt Group settings.

Enable Call Recordings for Hunt Groups

Call Recording for Hunt Groups allows recording of all calls received to the specific Hunt Group. Just enabling recording on Control Panel does not turn on Automatic Recording for your Hunt Groups and this will need to be enabled on each Hunt Group you wish to record.

To enable it:

  1. Click the Groups tab, then click on the name of the Hunt Group you wish to enable call recording for.

  2. Click Enable to the right from Call recordings are disabled, then click Save Changes at the bottom of the page to commit the setting.

 

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Manage Call Recordings for Hunt Groups

Once Call Recording is enabled on the hunt group, any inbound calls to the Hunt Group will automatically be recorded and stored in the Call Recordings section of the Hunt Group settings.

To view the call recordings:

  1. Click Hunt Groups then click on the name of the Hunt Group you want to view Call Recordings for
  2. In the main window on the right, you are presented with a list of all Call Recordings saved for this group. Here you can:
    • Listen to a recording by clicking the Play button.
      • On the next window, you will be able to play the recording, as well as have additional options to Forward the recording, or Download the recording as a .mp3 file.
    • Forward a recording by clicking the Forward button.
      • On the next window you can enter one or more email addresses to send the recording to; click the Forward button at the bottom to send the email.

 

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Finding/Downloading Call Recordings

To find and download call recordings one by one or in bulk, navigate to the Call Recordings section and run a search for the desired user or Hunt Group.

 

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Once the needed call recordings have been found, they can be downloaded by placing a checkmark in the box next to the desired call recordings and then clicking on the Download button.
An archived zip file, with the filename archive.zip, will be downloaded to your browser's downloads folder. The archived folder contains .mp3 files of all the recordings. The audio file name is formatted to include the phone number, date and time of the call recording.

When a call ends or a recording is stopped, an .mp3 file of the recording will be delivered via email to the end user who initiated the recording.

 

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Call Recordings notifications

  • For On-Demand Call Recording:

When the call is ended or recording stopped, an .mp3 file of recording is delivered to the end user who initiated the recording via email.

Note: The email address that is set for user voicemail will be used for call recording files. If a recorded call was too long (~more than 2 hrs) it may not be delivered by your email provider due to attachment size limitation which is usually around 25 MB.

  • For Automatic Call recording in Hunt Groups:

You can enable Email Notifications for calls received to the Hunt Group:

  1. Click on the Call recordings tab from the Hunt Group settings.
  2. Next to the Call Recordings option, click Notifications not set up.
  3. Check the Email box, then enter your preferred email in the text box below.
  4. Click Save changes at the bottom of the window to commit the settings.

 

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Call Recordings storage information

  • Each User or Resource, when receiving and recording direct phone calls, has up to 90 days or 48 hours of storage time
  • Each Hunt Group may store up to 100 hours of Agent call recordings.
  • Each Advanced Hunt Group may store up to 200 hours of Agent call recordings.
  • A warning email will be sent to the user when storage reaches 80%, 90% and 100% of capacity. If the autodelete option wasn't activated for a user or a Hunt Group, once capacity has been reached, older call recordings will not be overwritten, so the storage will need to be cleared out. Additionally, when capacity has been reached, and a new call is recorded, it will not be stored on the account, however, if the customer has the option enabled to send an email notification with the recorded files, they will still receive that email containing the call recording.

Note: if Call recordings are enabled for both the Basic/Advanсed Hunt Group and for the agent (i.e. the user) who is a member of this group, the calls will be recorded for both of them: for the group and for the user.

Call Recording Settings

Call Recording Types:

  • On-Demand
  • Automatic inbound only
  • Automatic outbound only
  • Automatic for all calls
  • Disabled
Note: this includes internal (user-to-user) calls.
  1. To access the new Call Recording settings, open the User in Control Panel and go to UNIVERGE BLUE® CONNECT > Call Recording.
  2. The Call Recording field allows the user to choose which calls will be recorded. Options include On demand, Auto for inbound, Auto for outbound, Auto for all calls or Disabled.

     

  3. The Auto-Delete field lets the Admin choose how long the recordings will be saved on UNIVERGE BLUE® Server.
     

Note: maximum period of 90 days can be set for auto-deletion. Each recording will be automatically deleted upon reaching the set time limit after the recording's creation. When storage will be reaching 80%, 90% and 100% of capacity used, users will be appropriately notified. While the storage is full, additional calls will not be recorded.  If call recordings need to be stored for longer than 90 days, use UNIVERGE BLUE ARCHIVE and choose a retention period of up to 10 years. Archiving is not affected by the above storage limits and will keep call recordings for the selected retention period with no limits on storage. For more information on UNIVERGE BLUE ARCHIVE, read the article UNIVERGE BLUE ARCHIVE FAQ.  

Call Recording Settings for Users and Groups

There are three options under the Call Recordings Section.

General Settings

  1. Enable or disable call recording for the account.
  2. Enable or disable recorded prompts for starting and stopping or pausing and resuming a call recording along with the ability to choose the default recording or upload a custom recording.
  3. Enable or disable a beep tone periodically during a call recording.
     

User Settings

  1. Configure the call recording type for each individual User or Resource on the account.

     

  2. Enable or disable call recording email notifications for each individual User or Resource on the account.
  3. Set the auto delete time for the number of days for call recordings should be saved on UNIVERGE BLUE® CONNECT servers.

     

Note: Call recordings for a Resource line can be set from the User settings navigation.

Group Settings

  1. Configure the call recording type for each individual Group on the account.
  2. Enable or disable call recording email notifications for each individual Group on the account.
  3. Set the auto delete time for the number of days for call recordings to be saved on the servers.

     

 
Note: automatic call recording for both direct calls to Users or Hunt Groups can be stopped by dialing #0

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Article ID: 15350

Last updated on: 08/05/2025 08:25 PM

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