VoIP Glossary

What is Call Recording?

Call Recording: Call recording is the process of capturing and storing audio from telephone calls for future playback. In a business context, call recording is used for quality assurance, compliance, agent training, dispute resolution, and documentation of verbal agreements.

How It Works

Modern cloud phone systems like VestaCall record calls automatically in the background. The audio is captured, compressed, encrypted, and stored in the cloud — accessible from the admin dashboard. Recordings can be played back in-browser, downloaded as MP3 files, or accessed via API for integration with QA tools.

Business Use Cases

Financial services firms record all calls to meet FINRA Rule 3110 and SEC compliance requirements. Sales teams record calls to coach reps and replicate winning scripts. Customer support centers use recordings for QA scoring and dispute resolution. Healthcare providers record calls for HIPAA-compliant documentation of verbal patient instructions.

How VestaCall Uses Call Recording

VestaCall includes automatic call recording on all plans. Recordings are encrypted, searchable, and stored for 90 days (up to 7 years on compliance plans). HIPAA BAA and FINRA-compliant storage are available.

VestaCall Call Recording

Frequently Asked Questions

Is call recording legal?
Call recording laws vary by jurisdiction. In the US, federal law requires one-party consent (only one person on the call needs to know it's being recorded). Some states require two-party (all-party) consent. VestaCall can play an automatic consent notice before recording begins.
How long are call recordings stored?
Standard plans store recordings for 90 days. Compliance plans offer 1-year, 3-year, or 7-year retention.
Can I search through call recordings?
Yes. VestaCall's dashboard lets you search recordings by date, agent, caller number, duration, and custom tags. AI transcription makes content searchable by keyword.
Is call recording HIPAA compliant?
VestaCall's recordings are encrypted at rest and in transit with HIPAA-compliant access controls. A Business Associate Agreement (BAA) is available for healthcare organizations.
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