17.1.8. Record a Call App

  • Updated on Nov 13, 2025
  • 2 minute(s) read
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Available in the Call Policy?

Available in the Data Analytics Policy?

Available in the Digital Policy?

Available in the System Policy?

✔

✖

✖

✔

Purpose: The Record a Call App enables you to record calls (This Leg or Other Leg) and select an archiving end point to be used.

Location: Action Container

Appearance:

Use Case

  • Basic Call Recording (No AI Functionality)

Configuration

The Record a Call app enables all calls that pass through the container to be recorded. It should be noted that this is the original app, created to simply record a call. It can still be used, but it has now been replaced by the Record and Analyse App app which supports call recordings for AI Advisor analysis, and has slightly different functionality (Please see below the differences with the new component to this legacy component).

  • Recording Leg - adds new option: Both. In this app only This Leg and Other Leg are available.

  • Start Recording - offers a drop down list of options: Now, On-Demand and On-Connect. In this app this is only a check box for Start recording when call is connected.

  • Allow users to pause recording with star code - is no longer available.

The options for this app consist of “Name this item” and “Configure this Item”:

AVSAppSFRoPActionRecordaCall2.png

 Configure This Item

  • Archive a copy of this recording - select whether or not a copy of the recording should be archived. Default: Checked.

  • Archiving Policy to be used - If the Archive checkbox is checked, this list is available. It lists all possible organisation archiving policies, one of which must be selected.

  • Recording Leg - select from This Leg and Other Leg. Default: This Leg.

  • Start recording when call is connected - leave this box checked to allow the recording to start when the call is connected. If it is unchecked, the recording starts immediately. Default: checked.

  • Allow users to pause the recording with star code - This allows users to enter a specific star code such as *1 to pause the recording. (Legacy Feature)

  • Beep Alert - select from Off, Called Party, Calling Party and Both, to select which party to inform that the call is being recorded. Default: Off.

    • If this option is selected with any option other than Off, a custom text box appears allowing for up to 128 characters to configure a custom beep using TGML.

  • Email the Recording - select if a copy of the recording is to be sent via email. Default: Unchecked. If the option is checked, the following text boxes allow input:

    • Email Recipients (To) - separate list of email addresses with commas.

    • Email Recipients (Cc) - separate list of email addresses with commas.

    • Email Subject - up to 128 characters.

This Leg Vs Other Leg

This Leg or Other Leg depends on whether the call is incoming or outgoing. You can refer to the diagram below to determine which leg will be recorded based on your configuration in the app. The green arrows represent recorded legs, while the red arrows do not. The orange box indicates the recording field for the recording. One sided recording can be configured by only capturing specific legs of the call depending on the direction (Outbound/Inbound). This allows you to record only your agents perspective of the call.

Recording Both Legs

To record both legs of the call you will need to utilize two “Record a call” apps set to record both “This Leg'“ and “Other Leg”.

Please see example below: