Setting Up Call Recording

Configure automatic call recording policies, consent prompts, and transcription settings to meet compliance requirements and enable call documentation.

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⏱️ Estimated Time: 20-25 minutes

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👤 Who's This For

Zoom Phone administrators responsible for compliance, quality assurance, or call documentation.

💼 Use Case

Use this guide to implement call recording policies for compliance, training, quality assurance, or dispute resolution. Configure recording to meet legal requirements for consent and notification in your jurisdiction.

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✔️ Prerequisites

• Admin access to Zoom web portal with privilege to edit account settings

• Understanding of local/regional recording consent laws (one-party vs two-party consent)

• Audio prompts prepared for recording notifications (if using custom prompts)

• Decision on which calls to record (inbound/outbound, internal/external)

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Understanding Call Recording Types

Zoom Phone supports two recording methods:

• Automatic Recording: Systematically records calls based on policies you configure (requires admin setup)

• Ad-Hoc Recording: Users manually start recording during calls (user-initiated)

This guide focuses on automatic recording setup. Recording policies can specify:

• Call direction (inbound, outbound, or both)

• Call type (internal, external, or both)

• Consent requirements and prompts

• Transcription and data redaction

Important: Internal calls are classified by how they're dialed, not where they route. A call to someone in your account that forwards externally is still considered internal.

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Enabling Automatic Call Recording

1

Access Recording Settings

• Sign in to Zoom web portal as an admin

• Navigate to Account Mangement > Account Settings > Zoom Phone

2

Enable Recording

• Toggle Automatic Call Recording to enable

• If verification dialog appears, click Enable to confirm

3

Choose Recording Scope

• This can be done on various scopes:

  • Specific users

  • Call queues

  • Shared line groups

  • Sites (if using multiple sites)

⚠️ Follow the same process but under each nested policy such as user, group, site, call queue etc.

🎮 Click-Through Demo

▶️ Watch: Enabling Automatic Call Recording See how to turn on automatic recording and select which extensions should be recorded.

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Configuring Recording Policies

1

Set Call Types to Record

• Call direction: Select inbound calls, outbound calls, or both

• Call classification: Select internal calls, external calls, or both

2

Configure Inbound Call Prompts

• Play a prompt only to caller before attempting to connect:

  • Notifies caller before connecting to the user

  • Select default prompt or click Edit to choose custom audio from Asset Library

• Provide consent options before recording starts:

  • Allows caller to opt out of recording

  • If enabled, opt-out applies for entire call duration, even after transfers

  • Set number of prompt repeats

  • Choose action after no response: connect with recording enabled, connect without recording, or disconnect

• After user takes no action for: Set timeout duration in seconds

Note: Call screening will not work if consent options are enabled.

3

Configure Recording Start Notifications

• Play a prompt to call participants when recording has started:

  • Enable to warn participants recording is active

  • Choose audience: all participants or recording user only

  • Select default prompt or customize from Asset Library

• Press 1 to provide consent:

  • Requires explicit consent via keypress

  • Plays twice; continued call without keypress = passive consent

  • Call logs indicate active vs passive consent

• Play a prompt for calls where recording has already started:

  • Covers transferred calls and shared line scenarios

🎮 Click-Through Demo

▶️ Watch: Configuring Recording Policies and Consent Prompts Learn how to set call types, configure caller consent options, and customize recording notifications.

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Setting Up Outbound Call Notifications

1. Configure Outbound Prompts

   • Play a prompt when recording has started:

     • Enable notification for outbound calls

     • Choose audience: all participants or recording user only

     • Customize prompt if needed

   • Press 1 to provide consent: Same as inbound (requires keypress or passive consent)

   • Play a prompt when recording is stopped:

     • Notifies participants when recording ends

     • Select audience for notification

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Additional Recording Settings

1

Recording Beep Tone

• Play a recording beep tone: Plays periodic beep to indicate recording

• Choose audience: all participants or recording user only

• Set beep interval: 5 seconds to 2 minutes

• Adjust volume as needed

2

Transcription Settings

• Allow call recording transcription:

  • Enable automatic transcription of recordings

  • Users can view transcriptions in desktop or mobile app

• Redact personal and sensitive data:

  • Automatically removes PII from transcripts

  • Select PII Group to define what data to redact

  • Redacted data cannot be viewed by anyone

3

Recording Controls

• Allow extensions to stop and resume automatic recording:

  • Users can pause/resume recording using in-call controls

• Disconnect call if recording fails:

  • Terminates call if recording system failure lasts over 5 seconds

  • Does not apply to emergency calls

🎮 Click-Through Demo

▶️ Watch: Setting Up Transcription and PII Redaction Explore how to enable transcription and automatically redact sensitive personal information from call transcripts.

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Accessing Call Recordings

1

View Recording Logs

• Navigate to Phone System Management > Recordings

• View all recordings for users and call queues

• Filter by date range, user, or extension

• Search by caller/callee information

2

Play and Download Recordings

• Click on a recording to play it

• Download recordings for archival or analysis

• View transcription if enabled

3

Share Recordings

• Share recordings with specific phone users

• Control whether users can access their own automatic recordings

• Set sharing permissions at account or user level

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Managing Recording Storage

Recordings are stored based on your account's storage settings:

• Cloud storage: Recordings stored in Zoom cloud with retention policies

• Storage location: May be subject to data residency requirements

• Retention: Configure how long recordings are retained before automatic deletion

Navigate to Account Management > Account Settings > Recording to manage storage and retention policies.

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💡 Recording Best Practices

See Details

Understand Your Legal Requirements Research recording consent laws in your jurisdiction before enabling automatic recording. Two-party consent states require all parties to consent, while one-party consent requires only one party to know.

Test Recording Prompts Thoroughly Make test calls to verify prompts play correctly, consent options work as expected, and recording quality meets your needs before rolling out organization-wide.

Be Transparent with Users Inform employees about recording policies, when calls are recorded, how recordings are used, and who has access. Include this in employee handbooks and training.

Implement Data Retention Policies Don't keep recordings longer than necessary. Set retention periods that meet compliance requirements but minimize data storage and privacy risks.

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🚀 Quick Wins

See Details

Enable Transcription for Searchability Turn on call transcription to make recordings searchable and easier to review. Transcriptions dramatically reduce time spent finding specific conversations.

Use PII Redaction for Sensitive Industries If handling payment information or personal data, enable PII redaction to automatically protect sensitive information in transcripts.

Set Up Different Policies by Department Use groups to apply different recording policies to sales, support, and other departments based on their specific compliance needs.

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⚠️ Common Issues

See Details

Consent prompt not playing for transferred calls → Enable "Play a prompt for calls where recording has already started" to ensure transferred callers hear the notification.

Recording fails to start automatically → Verify the user or extension is included in the automatic recording policy scope. Check that recording hasn't been disabled at a group or user level.

Transcription not appearing for older recordings → Transcription only applies to recordings created after the feature was enabled. Existing recordings won't be retroactively transcribed.

Users can't access their own recordings → Check recording sharing settings to ensure users have permission to access their automatic recordings. This is controlled separately from ad-hoc recordings.

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🎯 What's Next

✨ Call recording configured! You now have:

• Automatic recording policies set up

• Consent and notification prompts configured

• Transcription and PII redaction enabled

• Understanding of how to access and manage recordings

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