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Thirdlane

Call Recording

Call Recording captures the audio of calls to and from your extension so you can review conversations later - for training, quality assurance, note-taking, or keeping a record of what was agreed. Recorded calls are saved on the server and can be played back or downloaded from your Call History.

This screen lets you choose which calls are recorded. It is available only if your administrator has enabled call recording for you; if the feature is turned off, the screen will not appear.

Record All Calls. Record every call to and from your extension. Choose this for the simplest, most complete coverage.

Record Internal Incoming. Record calls to your extension that come from other extensions on the same phone system.

Record Internal Outgoing. Record calls you place to other extensions on the same phone system.

Record External Incoming. Record calls to your extension that come from outside numbers.

Record External Outgoing. Record calls you place to outside numbers.

The separate internal/external and incoming/outgoing switches let you record only what you care about - for example, recording external calls with customers while leaving internal chatter unrecorded.

Record by pressing *9. Instead of recording automatically, start recording on demand during a call by pressing *9. This is useful when only occasional calls need a record and you would rather decide in the moment.

Tips

  • Recording laws vary by region and often require notifying or getting consent from the other party. Follow the rules that apply to you, and check your organization’s policy before recording.
  • Find, play, and download your recordings from Call History; entries with a recording show a player.
  • If you only need occasional records, on-demand *9 recording keeps storage and review effort down compared with recording everything.

Call Recording applies to calls to and from phone numbers, not to direct calls between Thirdlane Connect users. Recording options set here do not apply to calls handled by Queues or Hunt Groups - those are configured separately by your administrator.