Recording Compliance

Call recording is a cornerstone of compliance, quality assurance, and dispute resolution in call center operations. Dialer.CX provides granular control over what gets recorded, how long recordings are kept, and who can access them.

Recording Policies

Per-Campaign Recording

• Configure what percentage of calls to record (0-100%) in each campaign’s settings
• 100% recording for compliance-sensitive campaigns (financial services, healthcare, collections)
• Selective recording at lower percentages for training and quality assurance purposes
• Recording percentage can be changed at any time without restarting the campaign

Recording Storage

• Recordings are stored securely on the server with encrypted access controls
• Automatic archival to cloud storage is available (see Cloud Storage)
• Configurable retention periods determine how long recordings are kept locally
• Automatic purging of expired recordings prevents unbounded storage growth

Note

A typical one-hour call recording consumes approximately 115 MB in WAV format. With S3 archival enabled, recordings are compressed to MP3 (about 14 MB per hour) before upload, reducing storage costs by approximately 88%.

Secure Access

Recordings are protected by multiple security layers to prevent unauthorized access:

Protection	Description
Authentication	Valid user session required — no anonymous access
Signed Tokens	HMAC-SHA256 time-limited access tokens that expire after 8 hours
Role-Based Access	Only Supervisors (level 5) and above can access recordings
No Sequential IDs	Recordings are accessed via cryptographic tokens, not predictable numeric IDs
Audit Trail	Every recording access event is logged with user, timestamp, and IP address

Tip

The signed token system means recording URLs cannot be bookmarked or shared. Each playback request generates a fresh token, ensuring access is always authenticated and authorized at the moment of playback.

Recording Center

The Recording Center at Recordings in the sidebar provides a unified interface for finding and reviewing recordings:

• Search and filter by date range, campaign, agent, phone number, or disposition
• Inline playback with waveform visualization directly in the browser
• Transcription status showing which recordings have been transcribed by AI
• AI analysis badges indicating recordings that have been scored or summarized
• Bulk operations for exporting or processing multiple recordings at once

Retention Management

Configure how long recordings are kept to balance compliance requirements with storage costs:

1. Navigate to recording storage settings at Admin > Settings
2. Set the local retention period (in days)
3. Recordings beyond the retention period are automatically archived to cloud storage or deleted
4. Cloud-archived recordings follow separate retention rules configured in your S3 bucket lifecycle policy

Caution

Before setting retention periods, verify the minimum recording retention requirements for your industry and jurisdiction. Financial services and healthcare often require recordings to be retained for 3-7 years. Deleting recordings too early can result in compliance violations.

Transcription and AI Analysis

Recordings can be automatically processed by AI for additional compliance value:

• Transcription — convert speech to text using AI-powered speech recognition
• Call Summaries — AI-generated summaries of each call
• Compliance Scoring — flag calls where required disclosures may have been missed
• Sentiment Analysis — detect calls with negative sentiment for supervisor review

Configure AI processing at Admin > AI Settings under the Transcription and Analysis tabs.

Best Practices

Tip

• Record 100% of calls for compliance-sensitive campaigns — partial recording creates audit gaps
• Implement retention policies to manage storage costs while meeting regulatory minimums
• Use cloud archival for long-term retention requirements beyond 30-90 days
• Review access logs periodically to ensure only authorized users are accessing recordings
• Train agents on recording disclosure requirements for your jurisdiction (one-party vs. two-party consent states)
• Enable AI transcription to make recordings searchable by keyword, dramatically improving audit efficiency