Changing call recording settings In Zoom App

This post was most recently updated on July 29th, 2022

For ad hoc or automatic call recording, administrators have the ability to enable and disable the following policy settings.

  • Ad hoc recording:
  • Using the in-call controls, phone users will be able to record their calls. Even if these controls are disabled, users will still be able to listen to existing recordings.
  • Auto recording:
  • In a Zoom call, recordings are automatically created. If you wish, you can set up an audio prompt saying that this call is being recorded, so that parties are aware of this.
  • Allow member Ad Hoc Call Recording for Queue Calls:
  • You can allow members of a queue call to record the call using the in-call controls.
    Notes:

    • Permissions given to individual members do not take precedence over the policy setting.
    • Inbound and outbound calls to the queue will be subject to this policy setting.

Recordings of all incoming and outgoing calls will be stored in the cloud. In the call log, administrators will have access to all recordings. In the call history, users have access to recordings of their own calls, whether they are ad hoc or automatic.

Notes:

  • Phone users have access to their own recordings by default, so they can listen to their own recordings, download them, and delete them. Depending on what level of access they have, they can be altered.
  • Admins by default have access only to automatic recordings made while a phone user is on the line. Administrators or roles with appropriate permissions can access automatic recordings for call queues.
  • Sharing recordings allows users to download, access, or delete automatic recordings on their phones.
  • The recording of active ad hoc or automatic calls can be affected by a few scenarios.
  • Zoom Phone offers the option of setting specific permissions for users, settings for call queues and even specific sites to be able to access call recordings.

Prerequisites for changing ad hoc or automatic call recording settings

  • Account type: Pro, Business, or Education
  • Ownership or administrative rights
  • License for Zoom Phone

How to enable or disable ad hoc or automatic call recording

Note:

  • It is possible to change these settings at the site level if you have multiple sites enabled. Changing the settings for multiple sites that are disabled can be done at the account level if you have them enabled.
  • It is also possible to enable call queues to record automatically during calls.
  1. You can access the policy settings at the account, the site, the queue, or the individual user level.
  2. In order to disable or enable Automatic Call Recording, you need to toggle between the two options based on which you want it to become enabled or disabled for an account, site, phone user, or shared phone that is affiliated with it.
  3. Changing the recording settings is explained in the following section.

How to enable or disable ad hoc call recording for call queues

  1. At the call queue level, you can access the policy settings.
  2. To enable or disable members’ Ad Hoc Call Recording for Queue Calls, you have to toggle the Allow member Ad Hoc Call Recording for Queue Calls toggle as shown in the following image.

Ad hoc or automatic call recording settings

You can change the settings for the Automatic Call Recording and the Ad Hoc Call Recording after they have been enabled:

  • To access the list of members, please follow these instructions:
  • Manage which members have access to the call recordings.
  • Recording calls of:
  • The user can specify whether inbound calls or outbound calls should be recorded.
    Note:
  • In order to be able to access this feature, users must have the Automatic Call Recording setting enabled for individual phones, common area phones, or call queues
  • Allow call recording transcription:
  • Zoom will be able to transcribe calls recorded by this feature. When you play back the recording you can see the transcription. You can view the transcription in the mobile app or desktop client when you use a phone. In the case of automated recordings, phone users are only able to view transcriptions if the recordings are available on the phone.
  • Play a prompt to call participants when the recording has started:
  • In the middle of the call, display a message that warns participants the call will be recorded. During installation, you can choose a default prompt. You can also select, record, or upload any custom audio by clicking Audio Library. This feature is only available when the call is automatically recorded. A standard prompt is used for ad hoc recordings.
    Note:
  • As soon as the recording starts, the initial prompt will be played. Call participants will be unable to hear this prompt if they join the call after the prompt has been played. Once the prompt has played, you cannot hear it if the call is joined by someone else or the call is monitored by another phone user.
    • Press 1 to provide consent to be recorded:
    • Following the initial prompt, play a prompt that asks the caller to press 1 in order for the call to be recorded. Repeat the prompt two times. By continuing to stay on the call, the caller gives their consent to be recorded if they do not press 1 after the second prompt. As a result, the call logs indicate passive consent rather than active consent.
      Note:
    • Multiple sites can only be disabled on the account level (this setting) or only enabled on the site level (this setting).
  • Allow extensions to stop and resume automatic call recording:
  • The phone user or extension should be able to pause and resume telephone call recording at any time by using the in-call controls.
  • When automatic call recording is not working, you must disconnect the call if it cannot reconnect after 3 seconds. Emergency calls are not included in this process:
  • An automatic recording of a call should be terminated if there’s a system breakdown lasting more than five seconds.
    Note:
  • Automatic recording of calls is only available through this setting. When such events occur, the users on your list will be notified in real time.
  • Play a side tone beep for recorded users while recording:
  • Beeps are used to notify recorded users that their calls are being recorded automatically or ad hoc. There is a distinct tone that will be heard only by the user being recorded and is different from that heard in the recording in progress notification.
    Note:
  • You can enable or disable automatic or ad hoc recording for phone users or for call queues only if you enable call recording ad hoc or automatically. In addition to operating system-level policy settings, you can conduct policy changes at a group or account level, but this will only apply to users and queues of phones.
    • Volume:
    • By adjusting the volume, you can increase or decrease the tone beep volume.
    • Beep Time Interval:
    • Select the interval of time between the beeps from 5 to 30 seconds.