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CCAI Platform is able to record calls. This lets you retain call
recordings for training or regulatory purposes.
Call recordings are stored in external storage that you need to configure. For
more information, see External Storage configuration.
The audio file format can be set to either MP3 or WAV audio format. Here are the
specifications for call recordings:
Stereo dual channel, with the end-user on channel 1 and agent on channel 2.
Sample rate: 8kHz
Sample encoding: MPEG audio (layer I, II or III)
Bitrate: 32 kbps
Precision: 16-bit
Caller announcements
Various laws require that callers know when and if they are being
recorded. Using the following announcements, you can make sure your
callers are alerted as needed. It is important to seek legal advice
to determine when and where you are responsible to announce call
recording.
Record a call announcement
The announcement message is configured in the CCAI Platform portal in Settings >
Languages & Messages and is played for incoming calls.
When is the "Record a call" message not played to the caller?
The following scenarios in which a caller wouldn't hear the "Record a
Call" message:
An agent clicks on the "Hang up and callback" option in the agent
adapter while on a call
A caller chooses "Callback" as an option when no agents are
available to take the call (must have Callback on as an Overcapacity
Deflection option)
Caller selects the "Schedule a Call" option is available for
Mobile and Web SDKs
Record an outbound call message
This announcement message is configured in the CCAI Platform portal in Settings
Languages & Messages > Record an Outbound Call Message and is played
for outbound calls. There are 2 types of outbound calls for Call Recording
purposes, Callback and Agent initiated.
Callback outbound calls are placed by the system automatically when
either the caller has reached the top of the queue when selecting
"callback" from overcapacity settings, or for scheduled calls. See
more in Call Settings: Over Capacity Deflection & Caller
Announcements.
Agent initiated calls are outbound calls that the agent has to take
deliberate action to place the call:
Dialed Outbound Calls
An agent uses the dial pad in the Agent Adapter to place a call
An agent clicks a phone number in the CRM record to place a call
An agent listens to a voicemail and uses the call back feature
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe CCAI Platform offers call recording capabilities, which are stored in a configurable external storage for training or regulatory needs.\u003c/p\u003e\n"],["\u003cp\u003eCall recording announcements are configurable within the CCAI Platform portal under \u003cstrong\u003eSettings\u003c/strong\u003e > \u003cstrong\u003eLanguages & Messages\u003c/strong\u003e, to ensure legal compliance.\u003c/p\u003e\n"],["\u003cp\u003eThe "Record a call" message is not played for certain call types, including outbound calls, agent-initiated callbacks, or when a caller selects a callback or schedule a call option.\u003c/p\u003e\n"],["\u003cp\u003eThere are two types of outbound call recording messages: one for system-initiated callbacks or scheduled calls and another for agent-initiated calls, configured in the same \u003cstrong\u003eLanguages & Messages\u003c/strong\u003e section.\u003c/p\u003e\n"],["\u003cp\u003eIf the system cannot play a recording message to a caller, the call will be terminated before connection.\u003c/p\u003e\n"]]],[],null,["# Call recording\n\nCCAI Platform is able to record calls. This lets you retain call\nrecordings for training or regulatory purposes.\n\nCall recordings are stored in external storage that you need to configure. For\nmore information, see [External Storage configuration](/contact-center/ccai-platform/docs/external-storage).\n\nThe audio file format can be set to either MP3 or WAV audio format. Here are the\nspecifications for call recordings:\n\n- Stereo dual channel, with the end-user on channel 1 and agent on channel 2.\n\n- Sample rate: 8kHz\n\n- Sample encoding: MPEG audio (layer I, II or III)\n\n- Bitrate: 32 kbps\n\n- Precision: 16-bit\n\nCaller announcements\n--------------------\n\nVarious laws require that callers know when and if they are being\nrecorded. Using the following announcements, you can make sure your\ncallers are alerted as needed. It is important to seek legal advice\nto determine when and where you are responsible to announce call\nrecording.\n\nRecord a call announcement\n--------------------------\n\nThe announcement message is configured in the CCAI Platform portal in **Settings** \\\u003e\n**Languages \\& Messages** and is played for incoming calls.\n\nWhen is the \"Record a call\" message not played to the caller?\n-------------------------------------------------------------\n\nThe following scenarios in which a caller wouldn't hear the \"Record a\nCall\" message:\n\n- Outbound calls see [Call Recording - Configuration\n Options](./Queue_and_Menu_Setup/index.md#UUID-390c8251-c50f-0351-77c7-d2655ceed7d8)\n\n- An agent clicks on the \"Hang up and callback\" option in the agent\n adapter while on a call\n\n- A caller chooses \"Callback\" as an option when no agents are\n available to take the call (must have Callback on as an Overcapacity\n Deflection option)\n\n- Caller selects the \"Schedule a Call\" option is available for\n Mobile and Web SDKs\n\nRecord an outbound call message\n-------------------------------\n\nThis announcement message is configured in the CCAI Platform portal in **Settings**\n\u003e **Languages \\& Messages** \\\u003e **Record an Outbound Call Message** and is played\n\u003e for outbound calls. There are 2 types of outbound calls for Call Recording\n\u003e purposes, Callback and Agent initiated.\n\n**Callback outbound calls** are placed by the system automatically when\neither the caller has reached the top of the queue when selecting\n\"callback\" from overcapacity settings, or for scheduled calls. See\nmore in [Call Settings: Over Capacity Deflection \\& Caller\nAnnouncements](./Call_Settings_and_Features/index.md#UUID-5471c8bb-7f98-93fc-ebfc-70e8d560c6b8).\n\n**Agent initiated calls** are outbound calls that the agent has to take\ndeliberate action to place the call:\n\n- Dialed Outbound Calls\n\n - An agent uses the dial pad in the Agent Adapter to place a call\n\n - An agent clicks a phone number in the CRM record to place a call\n\n - An agent listens to a voicemail and uses the call back feature\n\n- Short call callbacks see [Call recovery\n features](/contact-center/ccai-platform/docs/Standard_Reports/call-recovery-features)\n\n- Hang Up And Callbacks see [Call recovery\n features](/contact-center/ccai-platform/docs/Standard_Reports/call-recovery-features)\n\n- Add a Third Party Calls\n\n| **Note:** If the recording message cannot be played for the caller, the call will end before it's connected."]]
