Changing Zoom Contact Center recording settings

Admins can enable or disable the ad hoc or automatic recording for voice or video engagement. Ad hoc call recording allows agents to record egngagements using voice or video call controls. If disabled, users can still access existing recordings. Enabling automatic call recording will automatically record engagements. You can also customize an audio prompt to notify parties that the call will be recorded. 

All call recordings will be saved to the cloud. Contact center users with access can view, download, or delete call recordings using the Zoom desktop client or web portal.

Note: Some scenarios can affect the active ad hoc or automatic call recording.

This article covers:

• How to enable or disable ad hoc or automatic voice call recording
  • Account
  • Queue
• Automatic voice call recording settings
• Ad hoc call recording settings
• How to control who has access to call recordings
  
  • Account
  • Queue

Prerequisites for changing ad hoc or automatic call recording settings

How to enable or disable ad hoc or automatic call recording

Account

To enable or disable ad hoc or automatic recording for all contact center users in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. In the left-side panel, click Voice and Video Engagements.
4. Under Automatic Call Recording or Ad Hoc Call Recording, click the toggles to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. (Optional) To prevent all users in your account from changing this setting at the queue level, click the lock icon , and then click Lock to confirm the setting.
   Note: If locking the setting, you can only change the users with recording access using account-level settings.
7. Follow the below section to change the recording settings.

Queue

To enable or disable ad hoc or automatic recording for a specific queue:

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. Click the Policy tab.
5. Under Automatic Call Recording or Ad Hoc Call Recording, click the toggles to enable or disable it.
6. If a verification dialog displays, click Enable or Disable to verify the change.
7. Follow the below section to change the recording settings.

Automatic call recording settings

After enabling Automatic Call Recording, you can customize these settings:

Note: Most settings are available at the account level. At the queue level, only certain settings are available based on whether the queue is in the voice or video channel.

• View Users with Recording Access: Control who has access to voice call recordings in the Zoom desktop client.
• Record calls of: Specify to record inbound engagements, outbound engagements, or both.
• Record video engagements in (only applies to video queues): Specify the format for video engagement automatic recordings.
  • Video-only File: Only record the video.
  • Audio-only File: Only record the audio.
  • Video and Audio Files: Record both audio and video.
• Percentage of engagements that are recorded: Select a percentage to only record a percentage of all engagements. This setting is available at the queue or account level.
  Tip: Use this setting to optimize storage usage, or meet compliance requirements. You can also use the storage report to view actual automatic recording storage usage against your set limit.
• Allow call recording transcription: Transcribe the recording and mark transcriptions available to users that have access to the recording. Users with access can view, download, or delete call recordings using the Zoom desktop client or web portal.
• Present a monitoring and recording message to participants when the recording starts: Play a disclaimer prompt warning call participants that the call will be recorded. Click Default Media to play the prompt. Click Edit to to customize the prompt. You can add new audio or select existing audio from the assets library. The interface to add new audio is the same as adding new assets to the audio library.
  Note: The initial prompt is played when the call recording starts. If a call participant joins the call after this prompt is played, they will not hear the prompt. For example, if another contact center user monitors the call after the prompt has played, they will not hear the prompt.
  • Voice: If you're editing a voice queue or changing account-level settings, you can customize the audio file. Click Edit then select one of these options:
    • Add Audio: Select, record, or upload custom audio.
    • Choose from Assets Library: Select audio from the asset library.
  • Video: If you're editing a video queue or changing account-level settings, you can customize the text that is converted to speech. Click Edit then Edit Message. Customize the text to convert to speech then click Save.
  • Allow consumers to continue without recording: Allow inbound callers to opt out of call recording after hearing the Zoom Contact Center Monitoring & Recording Prompt (if enabled), so they can continue the call with an agent without being recorded.
  • Require participants to consent to being recorded: 
    • Voice: For voice queues, enabling this option plays 2 audio prompts and asks callers press 1 to explicitly provide consent to be recorded. If the caller doesn't press 1 after the second prompt, they are advised that by continuing to stay on the call, they are providing their consent to be recorded. 
      • First consent prompt / Second consent prompt: Set the first and second prompts. Click Edit then select one of these options:
        • Add Audio: Select, record, or upload custom audio.
        • Choose from Assets Library: Select audio from the asset library.
      • Duration between playing first and second prompts: Set the duration between the first and second prompts.
    • Video: For video queues, enabling this options displays a prompt and asks the consumer to click Continue to provide consent to be recorded. If the consumer doesn't provide consent within the specified duration, they will join the engagement, and the recording will start.
      • Display the video consent message for: Set the duration to display the consent message for. Consumers will see a countdown of this duration in the prompt.
• Accept previously provided consent or Do Not Record options: Enable system to skip prompts and recording policy if caller previously consented or opted out of recording.
• Allow user to pause and resume automatic call recording: Allow agents that are subject to automatic voice call recording to use in-call controls to pause and resume the automatic call recording.
• Allow Open API to pause and resume automatic call recording: Allow a 3rd party integration using Zoom Contact Center Open API to pause and resume voice or video recordings.

Ad hoc call recording settings

After enabling Ad Hoc Call Recording, you can customize these settings:

Note: All settings are available at the account level. At the queue level, only certain settings are available based on whether the queue is in the voice or video channel.

• View Users with Recording Access: Control who has access to voice call recordings in the Zoom desktop client.
• Record video engagements in (only available at account level or video queue level): Specify the format for video engagement automatic recordings.
• Allow call recording transcription (only available for voice queues): Transcribe the recording and mark transcriptions available to users that have access to the recording. Users with access can view, download, or delete call recordings using the Zoom desktop client or web portal.
• Allow user to download their own ad-hoc recording: Allow contact center users to download their own ad hoc call recordings using the Zoom desktop client or web portal.
• Allow user to delete their own ad-hoc recording: Allow contact center users to delete their own ad hoc call recordings using the Zoom desktop client or web portal.
• Present a monitoring and recording message to participants when the recording starts: Play a disclaimer prompt warning call participants that the call will be recorded. Click Default Media to play the prompt. Click Edit to to customize the prompt. You can add new audio or select existing audio from the assets library. The interface to add new audio is the same as adding new assets to the audio library.
  Note: The initial prompt is played when the call recording starts. If a call participant joins the call after this prompt is played, they will not hear the prompt. For example, if another contact center user monitors the call after the prompt has played, they will not hear the prompt.
  • Voice: If you're editing a voice queue or changing account-level settings, you can customize the audio file. Click Edit then select one of these options:
    • Add Audio: Select, record, or upload custom audio.
    • Choose from Assets Library: Select audio from the asset library.
  • Video: If you're editing a video queue or changing account-level settings, you can customize the text that is converted to speech. Click Edit then Edit Message. Customize the text to convert to speech then click Save.
• Require participants to consent to being recorded: 
  • Voice: For voice queues, enabling this option plays 2 audio prompts and asks callers press 1 to explicitly provide consent to be recorded. If the caller doesn't press 1 after the second prompt, they are advised that by continuing to stay on the call, they are providing their consent to be recorded. 
    • First consent prompt / Second consent prompt: Set the first and second prompts. Click Edit then select one of these options:
      • Add Audio: Select, record, or upload custom audio.
      • Choose from Assets Library: Select audio from the asset library.
    • Duration between playing first and second prompts: Set the duration between the first and second prompts.
  • Video: For video queues, enabling this options displays a prompt and asks the consumer to click Continue to provide consent to be recorded. If the consumer doesn't provide consent within the specified duration, they will join the engagement, and the recording will start.
    • Display the video consent message for: Set the duration to display the consent message for. Consumers will see a countdown of this duration in the prompt.
• Accept previously provided consent or Do Not Record options: Enable system to skip prompts and recording policy if caller previously consented or opted out of recording.
• Allow Open API to pause and resume automatic call recording: Allow a 3rd party integration using Zoom Contact Center Open API to pause and resume voice or video recordings.

How to control who has access to call recordings

If enabling ad hoc or automatic call recording, you can allow contact center users to access call recordings using the Zoom desktop client.

Notes:

• If the account-level recording setting is locked, you can only change the users with recording access using account-level settings.
• Use Zoom Contact Center role management to allow contact center users to access voice call recordings using the Zoom web portal.
• By default, agents have access to their own ad hoc recordings.

Account

To control who  has access to all contact center voice call recordings in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Under Automatic Call Recording or Ad Hoc Call Recording, click View Users with Recording Access.
4. Click Add User Access, then specify the following:
   • Access: Enter the name or extension of the phone user you want to grant access to.
   • Permission(s): Click the check boxes to specify if the user can download or delete recordings. The permission to access call recordings is granted by default.
     Note: If a user is allowed to delete a recording, deleted recordings are deleted for all users including the owner of the recording.
5. Click Save

Queue

To control who has access to contact center voice call recordings for a specific queue:

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. Click the Policy tab.
5. Under Automatic Call Recording or Ad Hoc Call Recording, click View Users with Recording Access.
6. Click Add User Access, then specify the following:
   • Access: Enter the name or extension of the phone user you want to grant access to.
   • Permission(s): Click the check boxes to specify if the user can download or delete recordings. The permission to access call recordings is granted by default.
     Note: If a user is allowed to delete a recording, deleted recordings are deleted for all users including the owner of the recording.
7. Click Save.