How to configure call recording for Zoom Phone

Configuring call recording for Zoom Phone involves enabling the feature at the account or user level and customizing settings like automatic recording and storage location. To configure, access the Zoom web portal as an administrator, navigate to Phone System Management, and adjust recording settings based on your needs.

Prerequisites

• A Zoom Phone license is required.
• Account owner or admin privileges in Zoom.
• Familiarity with the Zoom web portal.
• Understanding of legal and compliance requirements regarding call recording in your region.

Enable Automatic Call Recording at the Account Level

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Phone System Management > Company Info.
3. Click Account Settings.
4. Go to the Recording tab.
5. Toggle the Automatic Call Recording setting to the “On” position to enable automatic recording for all calls in the account.
6. (Optional) Choose a recording mode:
   • Record all calls automatically: Records all inbound and outbound calls.
   • Record inbound calls automatically: Records only inbound calls.
   • Record outbound calls automatically: Records only outbound calls.
7. (Optional) Configure recording prompts to play a message informing participants that the call is being recorded. This is essential for legal compliance in many regions. To do this, enable Play recording disclaimer setting. Customize the prompt if desired.
8. (Optional) Select the recording location. By default, recordings are saved to Zoom cloud storage, but you can configure external storage.
9. Click Save to apply your changes.

Enable Automatic Call Recording at the User Level

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Phone System Management > Users & Rooms.
3. Click the name of the user you want to configure.
4. Click the Phone tab.
5. Under Settings, find the Recording section.
6. Toggle the Automatic Call Recording setting to the “On” position.
7. (Optional) Choose the recording mode. Available options mirror those at the account level: Record all calls automatically, Record inbound calls automatically, and Record outbound calls automatically.
8. (Optional) Configure recording prompts. To do this, enable Play recording disclaimer setting. Customize the prompt if desired.
9. (Optional) Select the recording location. By default, recordings are saved to Zoom cloud storage, but you can configure external storage.
10. Click Save to save your changes. Note that user-level settings override account-level settings.

Configure Manual Call Recording for Users

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Phone System Management > Users & Rooms.
3. Click the name of the user you want to configure.
4. Click the Phone tab.
5. Under Settings, find the Recording section.
6. Ensure that Allow users to record calls is toggled on. This setting permits the user to initiate recordings during a call using the Zoom Phone desktop or mobile app controls.
7. Instruct users on how to use the recording function within the Zoom Phone app during a call. They will typically see a record button. They must press the record button to start and stop recording.

Restricting Call Recording for Specific Numbers

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Phone System Management > Company Info.
3. Click Account Settings.
4. Go to the Recording tab.
5. Click Blocked List to restrict recording for specific numbers
6. Add numbers you want to block. Calls to these numbers won’t be recorded.

Viewing and Managing Call Recordings

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Phone System Management > Recording.
3. Use the search and filter options to locate specific recordings based on date, user, call direction, or phone number.
4. Click on a recording to play it, download it, or share it.
5. Use the Recording Reports to view history of recording logs and Zoom Phone recording usage. Navigate to Reports > Phone System > Recording Reports.

Common Issues

• Recordings are not being saved: Verify that you have sufficient cloud storage space in your Zoom account. If you’re using external storage, ensure that the connection is active and properly configured.
• Users cannot start manual recordings: Confirm that the “Allow users to record calls” setting is enabled at the user level in the Zoom web portal. Ensure the user is using the most up-to-date version of the Zoom Phone app.
• Recordings are not playing back: Check the audio codec supported by Zoom Phone and ensure that your media player is compatible. Download the recording and try playing it in a different media player.
• Compliance issues with recording notifications: Make sure the “Play recording disclaimer” option is enabled and the message is appropriate for your region’s legal requirements. Regularly review and update the disclaimer as needed to ensure compliance.
• Revenue Accelerator Access: Ensure that Zoom Phone admins in your account can manually add Zoom Phone recordings and SMS messages owned by your users to Zoom Revenue Accelerator. Navigate to Phone System Management > Settings > Integrations > Revenue Accelerator.