Recording & reports
Recording & PCI Settings: recording mode, retention, consent and card redaction
Choose whether calls are never recorded, recorded after consent, or all recorded; set how long recordings are kept; and mute recordings while card numbers are given.
Which plans include it
Included on Growth and above. On Free Trial, Entry, Plus you can add it on its own at £7.50 a month from Features & add-ons.
What it means
The rules for call recording across your account, including the controls that keep card details out of recordings (PCI DSS).
What it does
- Sets the recording mode: Off, Consent-only, or every call (automatic).
- Sets retention in days.
- Plays a consent phrase at the start of calls, and can require the caller to press a key to agree.
- Enables PCI DTMF redaction: mutes the recording while card numbers and security codes are given.
Every part of the page
- Recording mode
- "Off — never record"; "Consent-only — record after caller agrees"; and recording every call automatically (shown as "not included in your plan" unless you have Automatic call recording). On demand recording from the softphone still works on any recording plan.
- Retention (days)
- How long recordings are kept before deletion. UK GDPR: no longer than necessary.
- Consent phrase
- Played at call start in Consent-only mode, e.g. "This call may be recorded for training. Press 1 to agree."
- Require explicit DTMF consent
- Recording only starts once the caller presses a key to agree.
- PCI DTMF redaction
- "Enable PCI DTMF redaction" auto-mutes the recording while card numbers and CVV are read out. "Redaction trigger extension" is the point in the call flow that starts the mute.
How to use it
Record every call (Pro or the add-on)
- Choose the record-every-call mode.
- Upload or set a short announcement so callers are told.
- Set Retention, e.g. 365 days. Save settings.
Record only with consent
- Choose Consent-only.
- Type the consent phrase and tick "Require explicit DTMF consent" if you need proof of agreement.
- Save.
Examples
Ask first
Choose "recorded after consent" and tell callers in your greeting: "Calls may be recorded for training and quality."
Keep for a year
Set retention to 365 days; older recordings are removed automatically, which keeps you in line with UK GDPR.
Taking card payments
Turn on pausing while card numbers are given, so card details are never in a recording (needed for PCI DSS).
Recommended settings
- ★Retention 90–365 days for most businesses; longer only if a regulator requires it.
- ★Turn on PCI DTMF redaction if you ever take card details on a call.
- ★Always tell callers — either an announcement or Consent-only mode.
Abbreviations on this page
- PCI DSS — Payment Card Industry Data Security Standard
- The card schemes' security rules for anyone who takes card payments. Taking card numbers by keypad (so staff never hear them) and pausing recordings during payment keeps card data out of your business.
- Example: Taking card numbers by keypad, with recording paused, keeps card data out of your recordings, as PCI DSS requires.
- DTMF — Dual-Tone Multi-Frequency
- The tones your phone makes when you press keypad buttons. Menus and card payments read these tones.
- Example: Pressing 1 in a phone menu sends a DTMF tone that tells the system which option you picked.
- 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.
- Ext. — Extension
- A short internal number (usually 3 or 4 digits) for each person or phone. Calls between extensions are free and never leave your system.
- Example: Dial 204 to reach the warehouse.
Questions
What is the difference between on-demand and automatic recording?+
On-demand records only when someone presses Record. Automatic records every call from start to finish without anyone remembering.
Which plans have Recording Settings?+
Growth and above (full call recording), or the Call recording add-on. Automatic recording of every call is included on Pro and Enterprise.
Does PCI redaction make me PCI compliant?+
It keeps card numbers out of recordings, which is a key part of handling cards safely. Compliance also depends on how the rest of your business handles cards.
Related help
Already a customer? Open this page in your dashboard: Recording Settings. New to Silux Call? See the plans or start a free trial.