Inbound Call Recording in AVOXI (Numbers)

Recording business calls, incoming and outgoing is important to all businesses regardless of size. Call recording allows you to analyze your customer service interaction, your employees and serves as a valuable solution for important financial or legal transactions. Admins have the ability to configure call recording on inbound calls at a number level. 

Follow the below steps to manage your recording feature on a specific number.

How does it work?

  • Genius call recording is an optional add-on service that gives you the ability to automatically record inbound and outbound calls on all virtual numbers and AVOXI licenses.  
  • Unlimited Storage: With unlimited call recording storage, businesses have the ability to grow their customer base and store calls indefinitely.  
  • Retention Rules: Easy-to-use administrative controls give you the ability to set recording retention rules at an organizational, number, or queue level. With the ability to store recordings for 30, 60, 90, or 365 days.
  • Deactivate & Pause Recordings: With the freedom to turn inbound, outbound, and internal recording on or off or at any time. Agents also have the ability to pause recordings via their webphone to ensure PCI compliance.

DISCLAIMER: Please note that while AVOXI allows customers to record audio and data shared during sessions, the customer is solely responsible for complying with all applicable laws in the relevant jurisdictions while using the recording functionality.  This includes but is not limited to obtaining the required consent and maintaining proof of such consent.  AVOXI disclaims all liability for customers' recording of audio or shared data, and the customer agrees to hold AVOXI harmless from damages or liabilities related to the recording of any audio or data. Please refer to our terms and conditions for further information.


Key Benefits 

  • A preventative measure to help reduce legal disputes and costly lawsuits.
  • Ensures you adhere to federal, industry, and service-level compliance guidelines.
  • Monitor agent productivity and identify customer pain points.
  • Evaluate and Improve your customer experience with agent/employee quality monitoring.

In short, AVOXI call recording will help propel your operation to the next level, mitigate against potential liability,  leveraged new training processes, avoid legal headaches, improve customer loyalty, create brand recognition, and reduce your business’s monthly recording costs.


Enable Inbound Call Recording (Number Level)

Follow the below steps to enable your call recording feature on a specific number. 

  1. To get started login into your AVOXI account as an Admin
  2. Select the "Numbers" section located on the left-hand sidebar
  3. On the "Numbers page" select the phone line/number for which you wish to manage your call recording rules. (REC will now appear in the "service enabled" column on all numbers that have call recording enabled).
  4. On the number "Profile" tab you will find an "Enable Call Recording" button.  Click the button to enable call recording on your associated number. 
  5. Using the drop-down select the appropriate storage package
  6. Then click the "Authorize Purchase" button to complete your task.  

Important Notes

  • Remember to also view your selected retention/storage plan. 
  • Admins can also view  "Call Details," to establish which calls were recorded and the call direction
  • Callers can not opt-out / deactivate call recording using an IVR prompt AVOXI.  The call recording can, however, be stopped by the Agent.


Disable Inbound Call Recording (Number Level)

As an Administrator, you can disable the call recording feature on a number off at any time. To do so follow the below step-by-step guide.

NOTE:  Agents and Supervisors can only pause or resume call recording on their webphone.  Learn more in our roles guide

  • Once you have logged into your account navigate to the "Numbers" section located on the left-hand sidebar.
  • Select the phone line/number on which you wish to deactivate your call recording feature. 
  • Select the "Cancel Call Recording" button. 
  • If you are 100% sure you want to reactive the call recording feature on the particular number then select "Yes" to confirm 

WARNING: Call recordings are stored using Google Cloud Storage (GCS).  When turning off/disabling the all recording feature all recorded files associated with that number will automatically be deleted. Please make sure you download any recordings before you disable the feature. 


Managing Inbound Retention Rules

By default call, recording retention rules are set to 1 year but can be updated by an administrator at any time.  Use our below guide to learn more.

  • Once you have logged into your account select the "Numbers" section located on the left-hand navigator
  • Select the phone line/number you wish to review 
  • Adjust your retention/storage rules using the drop-down
  • Please read our guide and warning on External Recording storage before adjusting your retention settings to "External Only". Adjusting your retention settings to this setting will automatically delete all existing recordings.


Download Call Recordings 

If your Inbound, Outbound, or Internal call recording feature is activated, all calls will automatically record and stored using Google Cloud Storage (GCS).  By default, all recorded files will automatically be deleted once they hit your pre-selected retention period or if the feature is disabled. To avoid losing important recordings audio or data we recommend you download any important recordings. 

Administrators have the ability to view and download call recordings for the entire organization at any time.

  1. Once you have logged into your AVOXI account
  2. Navigate to the Company Activity section
  3. If required use the date picker to filter by a specific date range (maximum allowed range of one month between the start and end date)
  4. Filter by user or number
  5. Using the drop-down select the call direction
  6. Click the down arrow to download the required call recording to your device in a .wav file
  7. NOTE: AVOXI does not currently support mass download 

        Tip: Agents/Users /Supervisors only have the ability to pause recording within the phone application.


Listen to your Call Recordings

If your Inbound, Outbound, or Internal call recording feature is activated, all calls will automatically record and stored using Google Cloud Storage (GCS). 

Administrators have the ability to playback call recordings for the entire organization and users can listen to their inbound recordings.

  1. Once you have logged into your AVOXI account
  2. Navigate to the Company Activity section
  3. If required use the date picker to filter by a specific date range (maximum allowed range of one month between the start and end date)
  4. Filter by user or number
  5. Using the drop-down select the call direction
  6. Once you have filtered your calls you can use the "playback" to listen to the call recordings.  

        Tip: Agents/Users /Supervisors only have the ability to pause recording within the phone application


Pausing Call Recordings 

If call recording is activated all calls will automatically be recorded.  Some organizations require the ability to pause recordings for PCI compliance. 

  • Admins, Agents, and Supervisors have the ability to "Pause" recording within the webphone application.  




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