Setting Up Call Recording

Activate call recording for your approved identities, choose what to record and how long to keep it, and change or switch off recording later.

This article walks you through activating call recording for your account, changing how long recordings are stored, and switching recording off again. You manage all three on the Call Recordings page under Settings in the CommPeak Portal.

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IMPORTANT
CommPeak provides the technical means to record calls and stores recordings on your instruction. You remain responsible for complying with the laws that apply to you and to the people you call, including giving notice and obtaining consent where required. Consent rules differ by country, and some require the consent of every party to the call.
CommPeak does not play any announcement on your behalf, and does not verify that required disclosures were given or that required consent was obtained. Obtain your own legal advice before you record.

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NOTE
For what recording costs, how it reaches your invoice, and your notice and consent obligations in full, see the Call Recording: Billing, Storage, and Compliance guide.

What you need before you start

Before you activate recording, check that:

You are the primary account holder or a delegate the account holder has authorized. Other users cannot switch recording on or off, or change the retention period.
Every identity on your account holds Approved status. Recording is enabled per identity, and CommPeak suspends recording automatically on any identity that loses Approved status, including identities you add later.
You have your account password. The CommPeak Portal asks for it before it activates recording, before it deactivates recording, and before it applies a retention change.

During activation, you also accept the Recording Acceptable Use Policy and the recording-specific terms.

Activating recording for your account

Activation starts with selecting your identities, followed by a three-step flow: Recording settings, Notice and consent, and Acknowledge & activate.

Selecting your identities

Open Call Recordings

Go to Settings > Call Recordings.

Select the identities

Under Select the identities you want to record calls for, select every identity in the list. Only identities with Approved status appear, and you must select all of them to continue.

Begin activation

Click Begin activation.

Screenshot of the Call Recordings page listing approved identities with their checkboxes selected — Approved identities on the **Call Recordings** page

Choosing the recording settings

The Recording settings step asks three questions.

Select the purpose

Under What is the primary reason for recording calls on your account?, select a reason from the drop-down. You can use recordings only for the purpose you select.

Select what to record

Under What scope of recording would you like to enable?, select the calls to record:

Dialer and Cloud PBX recordings: every inbound, outbound, and internal call placed through CommPeak Dialer and Cloud PBX
Termination SIP call recordings: outgoing calls sent through your SIP accounts, outside CommPeak Dialer and Cloud PBX
Origination SIP call recordings: incoming calls to your DIDs delivered to your SIP endpoints.

Select the retention period

Under What's your preferred retention period?, select how long CommPeak keeps your recordings before deleting them automatically: 60 days, 3 months (90 days), 6 months (180 days), or 1 year (365 days).

Continue

Click Continue.

Screenshot of the Recording settings step showing the purpose, scope, and retention period drop-downs — **Recording settings** step

Automatic deletion cannot be reversed, and having a retention option available does not make it legally appropriate for your use case. Keep recordings only for as long as your purpose needs them and the law allows. Your choice also drives the storage line on your invoice. For what each period costs, see Call Recording: Billing, Storage, and Compliance.

Confirming notice and consent

Select Disclosure to all call participants will be handled entirely by me, off the CommPeak platform. This confirms that you meet every legal and regulatory requirement for recording these calls, including giving notice and obtaining consent where the law requires it.

Click Continue.

Screenshot of the Notice and consent step showing the disclosure checkbox and examples of off-platform disclosure — **Notice and consent** step

The panel under the checkbox lists common ways to handle disclosure, such as your own IVR or a scripted disclosure by your agents. For more detail, see Call Recording: Billing, Storage, and Compliance.

Acknowledging and activating

The Acknowledge & activate step summarizes your choices. Your settings shows the purpose, what is recorded, the retention period, and how notice and consent are handled. Retention policy shows your current and requested retention periods and the date the new period takes effect.

Review the summary

Check that the purpose, scope, and retention period are the ones you want.

Screenshot of the Acknowledge and activate step showing the settings summary, retention policy, and policy agreement checkbox — **Acknowledge & activate** step

Accept the policy

Select I agree to the Recording Acceptable Use Policy and the recording-specific terms. To read the policy first, click the Recording Acceptable Use Policy link in the checkbox label.

Activate call recording

Click Activate call recording.

Confirm with your password

In the Confirm activation dialog, enter your account password, then click Activate.

Screenshot of the Confirm activation dialog asking for the account password — **Confirm activation** dialog

Recording starts on calls placed after activation. CommPeak does not record calls already in progress.