Call recording

Live Hub can record the calls a bot connection handles, saving the audio as a .wav file. It is available on Essential plan accounts only, and is charged in addition to the call. See Account plans and Live Hub pricing.

Recordings are deleted automatically once the account's retention period expires, which is 30 days by default. See Recording and transcripts.

Enable recording

You enable recording for each bot connection, on the connection's Features tab.

To enable recording on a bot connection:

1. In the Navigation pane, select Bot connections.

   

2. On the bot connection you want to record, click Edit.

   

3. Select the Features tab.

   

4. Under 'Select features for your bot connection', turn on one of the two Call Recording toggles:

   • Record all calls: Live Hub records every call the bot handles, end to end, including after a transfer to another agent. This is the automatic call recording that enterprises commonly use.
   • Controlled by bot: Live Hub records only while the bot asks it to, and the bot can stop recording at any point.

   Both are off by default, and only one can be on at a time.

5. Click Update.

Recording takes a minute or two to start working the first time you enable it on an account.

How the bot controls recording

With Controlled by bot selected, the bot drives recording by sending AudioCodes Bot API events. There is nothing else to configure.

Event	What it does
startCallRecording	Starts recording
pauseCallRecording	Stops capturing audio but holds the connection to the recording server open
resumeCallRecording	Resumes after a pause
stopCallRecording	Stops recording and closes the connection to the recording server

Two optional parameters can accompany startCallRecording:

Parameter	Type	Description
callRecordingId	string	Recording session identifier, forwarded to the recording server. Use it to match recordings against bot conversations.
callRecordingDestUsername	string	Username used in the SIP Request-URI and To header of the INVITE sent to the recording server.

In HTTP mode, the bot sends:

{
  "activities": [
    {
      "type": "event",
      "name": "startCallRecording",
      "activityParams": {
        "callRecordingId": "KUYdgtofIdi76YpkP09J4J-a:1"
      }
    }
  ]
}

In WebSocket mode, the bot sends:

{
  "type": "activities",
  "activities": [
    {
      "type": "event",
      "name": "pauseCallRecording"
    }
  ]
}

Download and play a recording

You play and download recordings from Call history. Where a call produced several recordings, you select which one to play.