Set up call recording

FlySIP records calls by sending their media through a recording media relay, which saves every call as an MP3 file. You choose which calls are recorded through the routing group, and you play the recordings from the call records. This tutorial records the calls of one account. Allow 15 minutes.

Before you start

• You have Administrator access to the root environment of the panel.
• The recording media relay is installed and registered in the environment as the Call Recording media relay. FlySIP support installs it; ask them if Call Recording does not appear in the Media Relay list of a routing group.
• The account, its connection and its routing group already work without recording.

Caution

Recording calls is regulated in many countries. Make sure that you and your customers have the right to record and that callers are informed where the law requires it.

Step 1: Turn on the Call Recording module

1. Open System Management → Environments.
2. Click the name of the environment.
3. Under Call Recording, select Enable Call Recording Module. The setting is saved at once.

Screenshot "tutorials/call-recording-environment" has not been generated yet — see scripts/screenshots/screens.yml.

Result: the call record screens of the environment show the recording player. Without the module, recordings are not available in the panel, even if they exist.

Step 2: Send the account’s media through the relay

1. Open My Customers → Accounts and edit the account.
2. On the Basic tab, set Media Relay Type to Always.
3. Click Save & Close.
4. Open Vendors → Vendors, open the vendor and edit the connection that terminates the calls.
5. Set Use Media Relay to Always.
6. Click Save & Close.

Result: the media of the account’s calls always passes through a media relay of the switch instead of flowing directly between the caller and the vendor.

Step 3: Select the recording relay in the routing group

1. Open Vendors → Routing Groups and edit the routing group of the account.
2. On the Advanced Parameters tab, set Media Relay to Call Recording.
3. Click Save & Close.

Result: calls routed through this group use the recording relay, which saves each call. Every account that uses the routing group is recorded. To record only some accounts, give them a routing group of their own. See Routing groups.

Step 4: Test it

1. Make a test call from the account and talk for a few seconds.
2. Open Reports → Call Records (CDRs) and find the call.
3. Click the chevron at the start of the row and click Play recording, or open Call Details and use the Call Recording player at the end of the page.
4. Click Download to save the MP3 file.

Screenshot "tutorials/call-recording-player" has not been generated yet — see scripts/screenshots/screens.yml.

Result: you hear the call. Reports → Calls marks calls with a recording with a headphones icon, and accounts can play their own recordings in the self-care portal under Calls History.

If the player shows Recording is not available on the media server., the call did not pass through the recording relay. Check the three media relay settings, and test with a new call: changes do not apply to calls made before them.

What’s next

• Call records (CDRs): the call details page and the vendor routing of a call.
• Media relay: when media passes through the switch.
• Connections: the media relay settings of a connection.