Record a Call App

The Record a Call app is a legacy app that records calls passing through a routing policy and sends them to a chosen archiving endpoint. It remains in place only to support older policies built before the Record and Analyse app existed. For all new policies — and wherever practical for existing ones — we recommend using the Record and Analyse app instead.

Purpose: Record calls that pass through the policy (This Leg or Other Leg) and send them to a selected archiving endpoint. Used for basic call recording in legacy policies, without AI Advisor analysis.
Location: Action container, within a Call routing policy.

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Legacy app — use Record and Analyse instead. This app is retained only for legacy setups. Do not use it in new policies. If you have existing policies that use Record a Call, we recommend swapping them to the Record and Analyse app, which does everything this app does and adds AI Advisor analysis, single-app two-sided recording, and more control over when recording starts. See Differences from the Record and Analyse app below.

What is the Record a Call app?

The Record a Call app captures the audio of calls passing through the container and hands the recording to an archiving policy. It was the original app created to record calls. It still functions, but it is no longer the recommended way to record calls — the Record and Analyse app has replaced it for both new and existing policies.

You will typically only encounter Record a Call in policies that were built some time ago. If you are reviewing or updating one of those policies, it is a good opportunity to swap the app for Record and Analyse.

Before you begin

• A Call routing policy open in the Policy Builder, with an Action container ready to hold the app.

• At least one archiving policy configured for your organisation, if you intend to archive recordings.

• Awareness of the call legs you need to capture — see This leg vs Other leg below.

Use cases

The only reason to keep using Record a Call is to maintain an existing legacy policy without reworking it. For any of the following, use the Record and Analyse app instead:

• Basic call recording in a legacy policy where AI Advisor analysis is not required.

• Recording only the agent's leg of a call (one-sided recording) — see How to enable one sided call recordings.

• Emailing a copy of the recording to a mailbox automatically when the call completes.

Configuration reference

Give the app a name under Name this item, then open Configure this item to access the recording options.

Differences from the Record and Analyse app

Record a Call has been replaced by the Record and Analyse app. The newer app is a superset — anything you can do here, you can do there, plus more. The key differences are:

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Swapping an existing policy: To migrate a legacy policy, remove the Record a Call app from the Action container and add a Record and Analyse app in its place, matching the recording leg and archiving policy you had configured. Test the policy before saving it live.

This leg vs Other leg

Every connected call has two legs, and the Record a Call app records one of them. Understanding which leg is which matters when you only want to capture one side of the conversation.

• This Leg — the leg of the call that the routing policy is running against. This is the party whose number or DDI brought the call into the policy.

• Other Leg — the party on the opposite end of the conversation, connected to This Leg by the policy.

The Recording leg setting controls what is captured:

Which physical party maps to This Leg and which maps to Other Leg depends on the direction of the call — an inbound call is the mirror image of an outbound call. Use the diagram below to confirm which leg is recorded for your chosen setting and call direction. The green arrows represent recorded legs, the red arrows represent legs that are not recorded, and the orange box indicates the recording field.

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Note: Because This Leg and Other Leg swap depending on call direction, always check the direction of the calls your policy handles before choosing a single leg. A setting that captures the agent on inbound calls may capture the customer on outbound calls.

One-sided recording

Recording a single leg is known as one-sided recording. It captures only one party's audio — most commonly the agent's — while leaving the other party unrecorded. This is typically used where you want to review agent conduct or delivery without retaining the customer's audio, for example to reduce the amount of personal data stored.

To set this up, choose the leg that corresponds to your agent for the call direction in question. For a step-by-step walkthrough, see How to enable one sided call recordings.

Recording both legs

The Record a Call app can only record one leg per app. To record both legs of a call with this legacy app, you need two Record a Call apps in the container — one set to This Leg and one set to Other Leg.

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Tip: This two-app workaround is another reason to move to the Record and Analyse app, which records both legs in a single app by setting Recording leg to Both.

Result

The Record a Call app does not split results between true and false, and has no outbound connector. After a call passes through the app, it continues to the next app in the container (or exits the container if this is the last app). The call is recorded and sent to the selected archiving endpoint according to the settings above.