Enabling recording for external PSTN transfers in Zoom Contact Center

Zoom Contact Center (ZCC) admins can manage whether calls transferred to external Public Switched Telephone Network (PSTN) numbers are recorded based on the existing account- or queue-level recording policies. This ensures that recordings are still captured when agents or flows route calls outside of Zoom’s network to standard telephone numbers.

This functionality supports compliance and continuity in call records, even when the call is transferred outside Zoom.

Requirements for enabling recording of external PSTN transfers

Pro, Business, or Education account
Account owner or admin privileges
Zoom Contact Center license
Recording policy enabled at the account or queue level

Limitations for enabling recording of external PSTN transfers

This feature does not support recording of external conference calls where the agent or host leaves the call.
This feature does not include advanced controls for suppressing prompts over IVR or voicemail — those are planned for future enhancements.

How to enable or disable recording of external PSTN transfers

Sign in to the Zoom web portal as an admin with privileges to configure Contact Center settings.
In the navigation menu, click Contact Center Management, then Preferences.
In the Voice and Video Engagements section, scroll to Automatic Call Recording.
Find the setting for Allow recording of the voice call between consumers and transfer-to numbers and click the toggle to enable or disable it.
- Enabled: Calls transferred to external phone numbers are recorded based on the applicable recording policy.
- Disabled: External transfers are not recorded, regardless of policy.
If a verification dialog appears, click Enable or Disable to confirm the change.

This setting applies to both flow-based and manual (agent-initiated) transfers to PSTN numbers.