Recording & reports
Call Recording: play back, download and search your recorded calls
Every recorded call with date, caller, duration and size. Play it in the browser, read its transcript, download it as MP3 or the original WAV, or delete it.
Which plans include it
Plus records calls on demand (press Record on the softphone). Growth and above add full call recording with retention settings. Automatic recording of every call is included on Pro and Enterprise, or as an add-on. On Entry and the Free Trial, Call recording is an add-on.
What it means
Your library of recorded calls. Recordings are held encrypted on UK infrastructure and kept for as long as your retention setting says.
What it does
- Lists recordings with phone number, caller, date and time, duration and size.
- Searches and filters by date range, direction (inbound/outbound), status and number.
- Plays recordings in the browser.
- Shows the transcript where transcription is on (queued recordings usually transcribe in under a minute).
- Downloads as MP3 (smaller) or WAV (original master).
- Deletes recordings you no longer need.
Every part of the page
- Search / Start Date / End Date / Direction / Status
- Narrow the list. Search accepts a phone number or call ID.
- Recordings table
- Phone Number, Caller, Date & Time, Duration, Size, Actions (play, details, download, delete). "processing" means the file is still being saved.
- Recording Details
- Call ID, file size, download options and the transcript.
- Download — MP3 / WAV
- MP3 for emailing; WAV if you need the untouched original (e.g. for a dispute).
How to use it
Record a call on demand
- During a call on the Softphone, press Record.
- Press "Stop rec" to finish. It appears here once saved.
Find a call from last week
- Set Start Date and End Date.
- Type the customer's number in Search.
- Press play, or open details for the transcript.
Examples
Settle a dispute
A customer says they ordered 10, not 100. Search the recordings for their number and date, play the call, and download it as MP3 to share with your manager.
Training
Pick three good calls a week and play them in your team meeting.
Recommended settings
- ★Tell callers calls may be recorded — in your greeting, or with the consent phrase on Recording Settings.
- ★Set a retention period (Recording Settings) — keep recordings no longer than you need under UK GDPR.
- ★Pause recording during card payments, or use Card payments over the phone which pauses it for you.
Abbreviations on this page
- UK GDPR — UK General Data Protection Regulation
- The UK's data protection law. For recordings it means: tell people, have a reason, and keep them no longer than you need.
- Example: Keeping recordings only as long as you need them (for example 90 days) is part of meeting UK GDPR.
- MP3 / WAV — Audio file formats
- The two most common sound file types. WAV is full quality and larger; MP3 is smaller.
- Example: Download a recording as MP3 to email it; keep the WAV if you need the original quality.
- Transcription — Speech to text
- Turning recorded speech into written text you can read and search.
- Example: A voicemail transcription lets you read "Hi, it's Sarah about the quote" instead of listening.
- CDR — Call Detail Record
- One line in your call history: who called whom, when, for how long, whether it was answered, and what it cost.
- Example: Each line in Call History (time, from, to, duration, status) is one CDR.
Questions
Is call recording legal in the UK?+
Yes for business purposes, if you tell people and follow UK GDPR (have a reason, keep them secure, keep them no longer than needed). Take your own advice for regulated industries.
Where are recordings stored?+
Encrypted at rest on UK infrastructure, kept for your retention period.
Why is my recording "processing"?+
The file is still being saved after the call. It normally takes a few seconds.
Can every call be recorded automatically?+
Yes — Automatic call recording is included on Pro and Enterprise, or an add-on on lower plans (it needs Call recording too). Switch it on in Recording Settings.
Related help
Already a customer? Open this page in your dashboard: Call Recording. New to Silux Call? See the plans or start a free trial.