Tenant Admin Ուղեցույց

Call Recording

Overview

VeloPBX records calls at two levels: the tenant level (all calls in the organization) and the extension level (only specific extensions). Recordings are stored as MP3 audio and, where applicable, MP4 video. Tenant Admins can play recordings in the browser, download them, or delete them.

In the Web Portal, navigate to Call Manager → Extensions → [extension] → Options:

https://pbx.fortis-tele.com:8887

Compliance reminder: Many jurisdictions require all parties to be informed that a call is being recorded. Make sure your IVR greeting, queue intro prompt, or agent script announces recording before you turn it on broadly.

Configuring Recording at the Extension Level

Step 1 — Open the extension

  1. Call Manager → Extensions → [extension] → Edit → Options

Step 2 — Choose what to record

SettingDescription
Record Audio CallsEnable / disable audio recording for this extension
Record Video CallsEnable / disable video recording for this extension
Record InboundRecord calls coming into this extension
Record OutboundRecord calls placed from this extension
Record InternalRecord extension-to-extension calls

Step 3 — Save

Click Save. Recording starts on the next call placed or received by that extension.

Configuring Recording at the Tenant Level

To turn recording on for everyone in the tenant in one move:

  1. Settings → Tenant Settings → Recording (or Company → General → Options)
  2. Enable Enable extension audio recording (and Enable extension video recording if you also want video)
  3. Click Save

The tenant-level toggle is the master switch. When it is off, no extensions record — even those whose individual recording flag is on.

Playing Back and Downloading Recordings

  1. Reports → Call Recordings
  2. Filter by date range and extension
Call Recordings list with the filter modal showing the WAV file
Fig. 1 — The Reports → Call Recordings screen. Columns are Caller, Callee, Start Time, End Time, and Duration. The row’s Action button opens an action menu. The filter modal in the foreground shows the selected call’s details — Callee, Start/End Time, Talking Time (52S = 52 seconds), and Filename (the WAV recording name, e.g. 666284067875979264_690773992222494720_103_45072_20230322-120913.wav). The download arrow (↓) saves the file; the play triangle (▶) plays it inline.
Call Recordings row Action menu with CDR and Call Recordings options
Fig. 2 — The row Action button reveals a two-option menu. CDR opens the full call detail record (ring time, answer time, route segments). Call Recordings focuses the view on the recording for that call. The red ring around the button highlights where you click to open this menu.
ActionDescription
PlayStream the recording in the browser
DownloadSave the file (MP3 audio or MP4 video)
DeleteRemove the recording — this cannot be undone

Retention

Recordings are retained for a default period set by your administrator (commonly 90 days). For questions about retention or to request longer storage, contact [email protected].

Tips

  • For agent training, prefer tenant-level audio recording so you have full coverage across the team.
  • For privacy-sensitive extensions (e.g. HR or legal), keep recording off at the extension level — the tenant master switch will still skip them as long as their per-extension flag is unchecked.
  • Download monthly snapshots of recordings you need long-term — automated retention will eventually purge them on the server.

Next Step

→ CDR / Reports

Last updated: 2026-05-01