WarmTransfer
Configuration · guide

Setting up call recording in Webex Contact Center

Webex Contact Center

Verified 2026-10-01 · 65 sources · tier 2

For Control Hub administrators who configure an existing multi-tenant Webex Contact Center tenant and own its recording policy..

Webex Contact Center voice recording can be enabled at the tenant, queue, or recording schedule level 57. Cisco's documentation tells administrators to get the customer's permission before recording calls 7.

Before you start

Cisco instructs administrators to obtain the customer's permission prior to recording calls 7. A Webex Contact Center tenant must have at least one active PSTN connection to place and receive calls 58. Before configuring contact center entities, administrators should confirm that inbound and outbound calls complete successfully across the selected Webex Calling PSTN connectivity option 59. In Control Hub under Contact Center > Settings > Service Details, verify that Voice Media Platform is set to Real Time Media Service and Telephony is set to Webex Calling 60.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which calls should be recorded?
Should agents pause recording while a caller gives payment card or other sensitive data?
Should callers be asked in the IVR whether they agree to be recorded?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm administrator recording access

Do

Sign in to Control Hub using an administrator account belonging to your own organization, rather than an external administrator or partner administrator account 19​25. Under Contact Center > User Management > Access > User Profiles, open your assigned user profile to review assigned role permissions 2.

Verify

Confirm that your user profile contains the Interaction History View permission, which grants permission to play and download interaction history 1. External administrators can view interaction records but cannot play, download, or delete recordings 19.

Rollback

Suggested rollback: No configuration changes are made in this step.

Step 2 Set tenant-wide recording

Every inbound and outdial call in the tenant

Do

In Control Hub, navigate to Services > Contact Center > Tenant Settings > Voice 56. Set the Record all calls toggle to on 55.

Verify

Confirm that the Record all calls toggle remains enabled after saving, ensuring all inbound and outdial calls are recorded 55.

Rollback

Set the Record all calls toggle to off, returning call recording decisions to individual queue settings 54.

All calls on selected queues only

Do

In Control Hub, navigate to Services > Contact Center > Tenant Settings > Voice 56. Set the Record all calls toggle to off, allowing individual queue settings to control call recording 54.

Verify

Confirm that the Record all calls toggle remains disabled after saving 54.

Rollback

Set the Record all calls toggle to on, configuring the system to record all inbound and outdial calls across the tenant 55.

Calls on one queue during set dates, times and days

Do

In Control Hub, navigate to Services > Contact Center > Tenant Settings > Voice 56. Set the Record all calls toggle to off 54. WarmTransfer's reading of the sources is that the tenant toggle must be turned off so calls outside the schedule window are not recorded 49.

Verify

Confirm that the Record all calls toggle remains disabled after saving 54.

Rollback

Set the Record all calls toggle to on 55.

Step 3 Configure queue recording and pause settings

Yes, agents pause and resume from Agent Desktop + Every inbound and outdial call in the tenant

Do

In Control Hub, navigate to Services > Contact Center > Customer experience > Queues, select the target Telephony queue, and open Advanced Settings 29​33. Turn on Allow pause/resume for calls to enable agent-controlled pause and resume 32. In Recording pause setting, enter the duration in seconds after which paused recordings automatically resume 31.

Verify

Confirm that Allow pause/resume for calls is enabled and the configured pause duration is saved on each target telephony queue 31​32.

Rollback

Turn off Allow pause/resume for calls in Advanced Settings for each modified queue 32.

No, recording is never paused by agents + Every inbound and outdial call in the tenant

Do

In Control Hub, navigate to Services > Contact Center > Customer experience > Queues, select the queue, and navigate to Advanced Settings 29. Ensure Allow pause/resume for calls is toggled off for every telephony queue 32​33.

Verify

Confirm that Allow pause/resume for calls is turned off across all telephony queues 32.

Rollback

Suggested rollback: No queue configuration changes are required when pause controls are omitted.

Yes, agents pause and resume from Agent Desktop + All calls on selected queues only

Do

In Control Hub, navigate to Services > Contact Center > Customer experience > Queues, open the chosen queue, and select Advanced Settings 29. For each Telephony queue to be recorded, turn on Allow recording and turn on Allow pause/resume for calls 28​32​33. Under Recording pause setting, specify the pause duration in seconds 31. Leave Allow recording disabled on queues that should not record 28.

Verify

Confirm that Allow recording and Allow pause/resume for calls are enabled with a valid pause duration on the target queues, and that Allow recording is disabled on all unselected queues 28​31​32.

Rollback

Turn off Allow recording and Allow pause/resume for calls on the selected queues 28​32.

No, recording is never paused by agents + All calls on selected queues only

Do

In Control Hub, navigate to Services > Contact Center > Customer experience > Queues, open the queue, and open Advanced Settings 29. Turn on Allow recording for each Telephony queue intended for recording 28​33. Leave Allow recording off on unrecorded queues, and leave Allow pause/resume for calls toggled off 28​32.

Verify

Confirm that Allow recording is enabled only on designated queues, and Allow pause/resume for calls remains off 28​32.

Rollback

Turn off Allow recording on the configured queues 28.

Yes, agents pause and resume from Agent Desktop + Calls on one queue during set dates, times and days

Do

In Control Hub, navigate to Services > Contact Center > Customer experience > Queues, open the target queue, and access Advanced Settings 29. WarmTransfer's reading of the sources is that Allow recording should remain off on the queue so calls outside scheduled windows are not recorded 49. Pause settings will be configured directly on the schedule 50.

Verify

Confirm that Allow recording remains toggled off in the queue's Advanced Settings 28.

Rollback

Enable Allow recording on the queue if tenant policy changes to continuous queue-level recording 28.

No, recording is never paused by agents + Calls on one queue during set dates, times and days

Do

In Control Hub, navigate to Services > Contact Center > Customer experience > Queues, open the target queue, and access Advanced Settings 29. WarmTransfer's reading of the sources is that Allow recording should remain off on the queue so calls outside scheduled windows are not recorded 49. Ensure Allow pause/resume for calls remains toggled off 32.

Verify

Confirm that Allow recording and Allow pause/resume for calls are both disabled in the queue's Advanced Settings 28​32.

Rollback

Enable Allow recording on the queue to record all calls entering it 28.

Step 4 Configure Privacy Shield

Yes, agents pause and resume from Agent Desktop

Do

In Control Hub, enable the Privacy Shield feature in the Webex Contact Center service configuration 27. Agents cannot use queue-level pause and resume unless Privacy Shield has been enabled by the organization administrator 27.

Verify

Suggested check: Verify in tenant service configuration that Privacy Shield displays as active.

Rollback

Disable Privacy Shield in the Webex Contact Center service configuration 27.

No, recording is never paused by agents

Do

Review the service configuration and leave Privacy Shield unconfigured when agent pause is not required 27.

Verify

Suggested check: Verify that no pause features are active.

Rollback

Suggested rollback: No configuration change was made.

Step 5 Configure call recording schedule

Yes, agents pause and resume from Agent Desktop + Every inbound and outdial call in the tenant

Do

Leave Call recording schedule unconfigured because tenant-level settings record all inbound and outdial calls 55.

Verify

Suggested check: Confirm tenant-level recording remains active.

Rollback

Suggested rollback: No schedule configuration to revert.

No, recording is never paused by agents + Every inbound and outdial call in the tenant

Do

Leave Call recording schedule unconfigured because tenant-level settings record all inbound and outdial calls 55.

Verify

Suggested check: Confirm tenant-level recording remains active.

Rollback

Suggested rollback: No schedule configuration to revert.

Yes, agents pause and resume from Agent Desktop + All calls on selected queues only

Do

Leave Call recording schedule unconfigured because queue-level settings manage recording 28.

Verify

Suggested check: Confirm queue-level recording remains active.

Rollback

Suggested rollback: No schedule configuration to revert.

No, recording is never paused by agents + All calls on selected queues only

Do

Leave Call recording schedule unconfigured because queue-level settings manage recording 28.

Verify

Suggested check: Confirm queue-level recording remains active.

Rollback

Suggested rollback: No schedule configuration to revert.

Yes, agents pause and resume from Agent Desktop + Calls on one queue during set dates, times and days

Do

Navigate to Services > Contact Center > Customer experience > Call recording schedule in Control Hub and create a new schedule 48. Enter the schedule name, description, required support queue, timezone, date range, time range, and active days of the week 46. Optionally specify a percentage of calls to record, or filter by site, team, and agent 47​51. Turn on Enable Pause/Resume, enter the pause duration in seconds, and select whether to enable Stop recording on transferred calls 50​52.

Verify

Select the support queue from the Queue drop-down in Call recording schedule and verify that the schedule appears with the configured dates, time ranges, and pause values 46​50.

Rollback

Edit or delete the recording schedule under Services > Contact Center > Customer experience > Call recording schedule 48.

No, recording is never paused by agents + Calls on one queue during set dates, times and days

Do

Navigate to Services > Contact Center > Customer experience > Call recording schedule in Control Hub and create a new schedule 48. Configure the name, description, required support queue, timezone, date range, time range, and active days of the week 46. Optionally set a percentage of calls to record, or narrow the schedule to selected sites, teams, or agents 47​51. Leave Enable Pause/Resume disabled, and configure Stop recording on transferred calls according to tenant policy 50​52.

Verify

Select the support queue from the Queue filter and verify the schedule is listed with the configured date, time, and filter rules 46​47.

Rollback

Delete or disable the schedule under Services > Contact Center > Customer experience > Call recording schedule 48.

Step 6 Configure Flow Designer recording controls

Yes, the flow captures consent and decides recording

Do

In Flow Designer, add a Menu activity to the entry point flow to prompt the caller for recording consent 36. Store the caller's selection in a Boolean variable, and supply that variable as the input to a Recording Control activity 35. If caller consent must appear in a consent report, save the consent value to a reportable global variable 37. Publish the flow 61.

Verify

Verify that callers who consent have their calls recorded and callers who decline are not recorded, regardless of tenant, queue, or schedule recording settings 39. Confirm that pause settings and transfer behavior continue to follow tenant, queue, or schedule hierarchy rules 38.

Rollback

Remove the Recording Control activity from the flow and republish, returning recording behavior to the Control Hub configuration 34.

No, Control Hub settings alone decide

Do

Open Flow Designer for your inbound entry point flows and verify that no Recording Control activity is present 14​34. When flow-level Recording Control is omitted, call recording decisions follow the Control Hub configuration 34.

Verify

Confirm that the flow contains no Recording Control blocks so that tenant, queue, or schedule settings determine recording 14​34.

Rollback

Suggested rollback: No flow changes are required.

Step 7 Configure recording retention policy

Do

In Control Hub, open the organization retention policy settings under Organization Settings > Retention policies 62. Configure a retention period between 7 and 3600 days 45. Cisco warns that setting a retention period of 180 days or less may impact the performance and availability of certain AI-driven features 40.

Verify

Confirm that the retention period is saved in Control Hub 62. For new organizations, the default retention period is 1095 days, whereas existing organizations retain recordings indefinitely until an administrator configures a retention period 41​42. The purge process identifies recordings past retention and removes the oldest first, though deletion does not always occur on the exact scheduled day 44.

Rollback

Update the retention setting to a different duration between 7 and 3600 days, noting that recordings already purged cannot be recovered 44​45.

Step 8 Configure playback and deletion permissions

Do

In Control Hub under Contact Center > User Management > Access > User Profiles, grant the Interaction History View permission to profiles requiring access to play and download voice recordings 2​1. Restrict permanent deletion access; permanently deleting voice recordings requires Interactions View plus explicit delete permission, and each deletion requires a deletion reason that is audit-logged 17.

Verify

Confirm that supervisors with View access can play recordings and review transcripts in Supervisor Desktop but cannot download them 3. In Control Hub, confirm that users with Interaction History View can play and download recordings 3.

Rollback

Edit the user profile under Contact Center > User Management > Access > User Profiles to remove Interaction History View or delete permissions 2​17.

Step 9 Instruct agents on call handling

Yes, agents pause and resume from Agent Desktop

Do

Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out hold/resume as number 8 and pause/resume recording as number 12.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out hold/resume as number 8 and pause/resume recording as number 12.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
Instruct agents that the Record icon in Agent Desktop indicates an active call recording 12. Train agents to click Pause Recording before sensitive data such as credit card details are collected, and to click Resume Recording when finished 11​30. Advise agents that recording automatically resumes if the configured pause duration elapses 8. Inform agents that Pause Recording and Resume Recording do not operate during conference and consult calls, and placing a caller on hold continues to record the caller's audio 10​15.

Verify

WarmTransfer's reading of the sources is that Pause Recording appears in Agent Desktop only when pause/resume is enabled on the queue or schedule and Privacy Shield is active 9.

Rollback

Suggested rollback: Update operational briefing materials to reflect policy revisions.

No, recording is never paused by agents

Do

Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out hold/resume as number 8 and pause/resume recording as number 12.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out hold/resume as number 8 and pause/resume recording as number 12.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
Instruct agents that the Record icon indicates that recording is in progress 12. Inform agents that placing a caller on hold continues recording the caller's audio, and that sensitive card data must not be spoken aloud over the call as agent pause controls are not enabled 15.

Verify

WarmTransfer's reading of the sources is that Pause Recording is not displayed in Agent Desktop when pause controls are disabled 9.

Rollback

Suggested rollback: Update agent instruction guidelines if recording policies change.

Step 10 Place test calls and verify playback

Yes, agents pause and resume from Agent Desktop

Do

Place a test call to an enabled queue and accept the interaction in Agent Desktop 29. Click Pause Recording, state a test phrase, and click Resume Recording or allow the pause timer to elapse 8​11. Navigate to Services > Contact Center > Interaction History in Control Hub, locate the interaction using queue and recording status filters, and play the recording using the built-in media player 20​22​23. Download the recording file from Interaction History to confirm download permissions 18.

Verify

Confirm that audio recorded during the paused period is omitted from the playback, and that audio before and after the pause plays clearly 11.

Rollback

Permanently delete the test recording in Interaction History if data retention policies mandate removal 17.

No, recording is never paused by agents

Do

Place a test call to the configured queue, answer the call, and place the caller on hold briefly 15. Navigate to Services > Contact Center > Interaction History in Control Hub, search for the call using recording status and queue filters, and open the recording in the media player 20​22​23. Download the recording file to test download access 18.

Verify

Confirm that the recording plays continuously, including the caller's audio during hold segments 15. Ensure interactions not targeted for recording (such as unrecorded queues or out-of-schedule calls) show no associated recording 34.

Rollback

Permanently delete the test recording in Interaction History using an account with delete permissions if needed 17.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Agent Desktop, and Cisco Webex Contact Center with Webex Calling. Deployments: multi-tenant. Sources checked 2026-10-01. In May 2026 Cisco migrated Webex Contact Center recording management into Control Hub under the new Interaction History section 63. Since August 2026, authorized administrators can permanently delete eligible voice recordings and transcripts from individual interactions in Control Hub 64. On the Next Generation media platform, consult calls initiated during an active recorded call are recorded automatically 6. Interaction History displays voice records and transcripts for the past 13 months, while interactions older than the 13-month Interaction History window remain retrievable through the Search API for up to 36 months 16​65.

What remains uncertain

Whether a recording schedule set to No can stop a queue or tenant Yes is disputed 13​34. Where the Privacy Shield toggle appears in the Control Hub user interface is not covered by the sources below. How an administrator accesses recordings older than 13 months from the Control Hub user interface is not covered by the sources below.

See also

Referenced by

Sources

  1. 1
    The Interaction History View permission in a user profile grants the ability to play and download interaction history.
    Manage access in Webex Contact Center · user profiles section, Interaction History row · Checked 2026-09-30
  2. 2
    Contact Center permissions are granted in user profiles under Contact Center > User Management > Access > User Profiles, by role type (Licensed Administrator, Supervisor, Premium Agent, Standard Agent).
    Manage access in Webex Contact Center · user profiles section · Checked 2026-09-30
  3. 3
    For supervisors, View access in Supervisor Desktop allows playing recordings and viewing transcripts but not downloading; in Control Hub it allows play and download but not transcripts.
    Manage access in Webex Contact Center · section 'Analytics access for supervisors' · Checked 2026-09-30
  4. 4
    A Cisco tech note pauses recording from an Event Flow with an HTTP Request that POSTs to /v1/tasks/{interactionId}/record/pause right after the agent answers.
    Configure Stop Call Recording in the Flow after an Agent Answers the Call · Configure section · Checked 2026-09-30
  5. 5
    The tech note's pause-from-flow method needs a tenant already recording all calls or the chosen queues, and a Webex Contact Center connector in Control Hub with read-write access.
    Configure Stop Call Recording in the Flow after an Agent Answers the Call · Prerequisites section · Checked 2026-09-30
  6. 6
    On the Next Generation media platform, consult calls started during a recorded call are recorded automatically.
    Manage call recording schedules · section 'Manage call recording schedules' · Checked 2026-09-30
  7. 7
    Cisco's documentation tells administrators to get the customer's permission before recording calls.
    Manage call recording schedules · section 'Manage call recording schedules', prerequisite note · Checked 2026-09-30
  8. 8
    The administrator sets the pause duration, and the recording resumes automatically once it has elapsed.
    Manage your calls in Agent Desktop · section 'Record a call' · Checked 2026-09-30
  9. 9
    Agent Desktop pause and resume only appear for calls where pause/resume is enabled by the queue or schedule setting that applies, and Privacy Shield is on.inferred
    Manage your calls in Agent Desktop · section 'Record a call', conditions · Checked 2026-09-30
  10. 10
    Pause Recording and Resume Recording don't work during conference and consult calls.
    Manage your calls in Agent Desktop · section 'Record a call' · Checked 2026-09-30
  11. 11
    In Agent Desktop, an agent on a recorded call clicks Pause Recording to pause it and Resume Recording to resume it manually.
    Manage your calls in Agent Desktop · section 'Record a call' · Checked 2026-09-30
  12. 12
    In Agent Desktop, the Record icon shows that recording is in progress.
    Manage your calls in Agent Desktop · section 'Record a call' · Checked 2026-09-30
  13. 13
    If a call matches an active recording schedule the schedule settings decide whether it is recorded; otherwise queue-level settings are evaluated and then tenant-level settings.
    Manage call recording schedules · section 'Manage call recording schedules' · Checked 2026-09-30
  14. 14
    If flow-level Recording Control is used, the flow configuration overrides the recording settings in Control Hub.
    Manage call recording schedules · section 'Manage call recording schedules' · Checked 2026-09-30
  15. 15
    When an agent places a caller on hold, recording of the caller's audio continues.
    Manage call recording schedules · section 'Manage call recording schedules' · Checked 2026-09-30
  16. 16
    Interaction History shows records for the past 13 months and currently covers only voice recordings and transcripts.
    Manage Interaction History · limitations section · Checked 2026-09-30
  17. 17
    Permanently deleting a voice recording or transcript needs the Interactions View permission plus explicit delete permission, and requires choosing a deletion reason, which is audit-logged.
    Manage Interaction History · delete recordings section · Checked 2026-09-30
  18. 18
    Recordings can be downloaded from Interaction History in Control Hub when permissions allow, and download access is granted separately from play access.
    Manage Interaction History · download section; permissions section · Checked 2026-09-30
  19. 19
    External administrators can view interactions in Interaction History but cannot play, download or delete recordings.
    Manage Interaction History · permissions section · Checked 2026-09-30
  20. 20
    Interaction History can be filtered by agent, site, queue, team, wrap-up code, interaction ID, ANI, DNIS, transfers and recording status.
    Manage Interaction History · search and filter section · Checked 2026-09-30
  21. 21
    The Interactions View permission gives licensed administrators access to Interaction History, including audio playback and transcript viewing.
    Manage Interaction History · permissions section · Checked 2026-09-30
  22. 22
    Recordings are found in Control Hub under Services > Contact Center > Interaction History.
    Manage Interaction History · access Interaction History section · Checked 2026-09-30
  23. 23
    Interaction History has a built-in media player with speed adjustment and seek controls for playing voice recordings.
    Manage Interaction History · recording playback section · Checked 2026-09-30
  24. 24
    Recording of outdial calls is based on the site, team and agent who makes the outdial call.
    Manage call recording schedules · section 'Create a call recording schedule' · Checked 2026-09-30
  25. 25
    In December 2023 Cisco documented that users with the Partner Admin role, lacking Local Full Admin privileges, could not play or download Contact Center recordings.
    Unable to Download or Play Recordings with Partner Admin Role for Webex Contact Center · Cause and Resolution sections · Checked 2026-09-30
  26. 26
    Cisco's two precedence descriptions differ: the schedule page lets a matching schedule decide alone, while Recording Control says any level set to Yes records the call. So whether a schedule set to No can suppress a queue or tenant Yes is disputed.disputed
    Understand Routing and Queueing in Webex Contact Center · section 'Recording Control', precedence order bullet 3; compare ejatso 'Manage call recording schedules' · Checked 2026-09-30
  27. 27
    Agents can use queue pause/resume only if the organization administrator has enabled the Privacy Shield feature in the Webex Contact Center service configuration.
    Create queues and configure routing patterns · Advanced Settings section, Allow pause/resume for calls row · Checked 2026-09-30
  28. 28
    A queue's Allow recording switch sets whether the system can record all calls for that queue.
    Create queues and configure routing patterns · Advanced Settings section, Allow recording row · Checked 2026-09-30
  29. 29
    Queues are created and edited in Control Hub under Services > Contact Center > Customer experience > Queues, and the recording switches are in the queue's Advanced Settings section.
    Create queues and configure routing patterns · procedure for creating a queue; Advanced Settings section · Checked 2026-09-30
  30. 30
    Cisco gives pausing recording while an agent discusses sensitive information such as credit card details as the example use of queue pause/resume.
    Create queues and configure routing patterns · Advanced Settings section, Allow pause/resume for calls row · Checked 2026-09-30
  31. 31
    When Allow pause/resume for calls is on, the queue's Recording pause setting gives the number of seconds after which a paused recording resumes automatically.
    Create queues and configure routing patterns · Advanced Settings section, Recording pause setting row · Checked 2026-09-30
  32. 32
    A queue's Allow pause/resume for calls switch sets whether agents can pause and resume the call recording.
    Create queues and configure routing patterns · Advanced Settings section, Allow pause/resume for calls row · Checked 2026-09-30
  33. 33
    The queue Allow recording and Allow pause/resume for calls switches are available only for the Telephony channel type.
    Create queues and configure routing patterns · Advanced Settings section · Checked 2026-09-30
  34. 34
    Without Recording Control in the flow, a call is recorded if any of tenant, queue or schedule is set to Yes, and not recorded if all are set to No.
    Understand Routing and Queueing in Webex Contact Center · section 'Recording Control', precedence order bullets 3 and 4 · Checked 2026-09-30
  35. 35
    The Menu activity must store the caller's consent in a Boolean variable, which is the input to the Recording Control activity.
    Understand Routing and Queueing in Webex Contact Center · section 'Recording Control' · Checked 2026-09-30
  36. 38
    Even with Recording Control, settings such as Continue On Transfer, Pause Resume Enabled and Pause Duration still follow the tenant, queue or schedule hierarchy.
    Understand Routing and Queueing in Webex Contact Center · section 'Recording Control' · Checked 2026-09-30
  37. 39
    If the caller consents in Recording Control the call is recorded, and if not it is not recorded, whatever the tenant, queue or schedule settings say.
    Understand Routing and Queueing in Webex Contact Center · section 'Recording Control', precedence order bullets 1 and 2 · Checked 2026-09-30
  38. 40
    Cisco warns that a retention period of 180 days or less may affect the performance and availability of some AI-driven features.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · configure retention section, note · Checked 2026-09-30
  39. 41
    New organizations get a default recording and transcript retention period of 1095 days.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · retention defaults section · Checked 2026-09-30
  40. 42
    For existing organizations, recordings are kept indefinitely until an administrator configures a retention period.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · retention defaults section · Checked 2026-09-30
  41. 43
    Recording retention is set in Control Hub (admin.webex.com) under the organization's Retention policies settings.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · configure retention section · Checked 2026-09-30
  42. 44
    Recordings and transcripts past their retention period are deleted automatically, oldest first, but not always on the exact scheduled day.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · purge behaviour section · Checked 2026-09-30
  43. 45
    Administrators can set a custom recording retention period between 7 and 3600 days.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · configure retention section · Checked 2026-09-30
  44. 46
    A recording schedule has a name, description, a required support queue and a timezone, plus a date range, time range and days of week.
    Manage call recording schedules · section 'Create a call recording schedule', General settings and Duration settings · Checked 2026-09-30
  45. 47
    A recording schedule can be narrowed to selected sites, teams and agents.
    Manage call recording schedules · section 'Create a call recording schedule', Recording details · Checked 2026-09-30
  46. 48
    Recording schedules are created in Control Hub under Services > Contact Center > Customer experience > Call recording schedule.
    Manage call recording schedules · section 'Create a call recording schedule' · Checked 2026-09-30
  47. 49
    To record only inside schedule windows, the tenant Record all calls toggle and the queue's Allow recording switch should both be off; otherwise the tenant or queue setting records calls outside the windows.inferred
    Manage call recording schedules · section 'Manage call recording schedules', evaluation order sentence · Checked 2026-09-30
  48. 50
    A recording schedule has an Enable Pause/Resume setting; when it is on, the administrator enters the number of seconds the recording stays paused.
    Manage call recording schedules · section 'Create a call recording schedule' · Checked 2026-09-30
  49. 51
    A recording schedule can record a percentage of matching calls, and Contact Center picks which calls using methods such as pseudorandom number generators.
    Manage call recording schedules · section 'Manage call recording schedules'; Recording details in 'Create a call recording schedule' · Checked 2026-09-30
  50. 52
    A recording schedule has a Stop recording on transferred calls setting that stops recording when an agent transfers the call.
    Manage call recording schedules · section 'Create a call recording schedule' · Checked 2026-09-30
  51. 53
    The tenant Record all calls toggle is enabled by default for new tenants.
    Set up voice settings for Webex Contact Center · Record all calls setting · Checked 2026-09-30
  52. 54
    With the tenant Record all calls toggle off, calls are recorded according to individual queue settings.
    Set up voice settings for Webex Contact Center · Record all calls setting · Checked 2026-09-30
  53. 55
    With the tenant Record all calls toggle on, the system records all inbound and outdial calls.
    Set up voice settings for Webex Contact Center · Record all calls setting · Checked 2026-09-30
  54. 56
    The tenant-wide Record all calls toggle is in Control Hub under Services > Contact Center > Tenant Settings > Voice.
    Set up voice settings for Webex Contact Center · Record all calls setting · Checked 2026-09-30
  55. 57
    Webex Contact Center call recording can be enabled at the tenant, queue, or recording schedule level.
    Manage call recording schedules · section 'Manage call recording schedules' · Checked 2026-09-30
  56. 58
    A Webex Contact Center tenant must be connected to the PSTN and must have at least one PSTN connection to receive and place calls, so the telephony setting alone does not make a tenant able to take calls.
    Set up voice channels for Webex Contact Center · Connect to Webex Calling Services - PSTN Services · Checked 2026-09-16
  57. 59
    Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining contact centre configuration tasks.
    Set up voice channels for Webex Contact Center · Webex Calling Provisioning and Configuration for Webex Contact Center · Checked 2026-09-16
  58. 60
    In Control Hub under Contact Center > Settings > Service Details, a Webex Contact Center tenant configured to use the shared Webex edge should show Voice Media Platform set to Real Time Media Service and Telephony set to Webex Calling, and the voice channels article instructs administrators to verify both before configuring anything else.
    Set up voice channels for Webex Contact Center · Verification of Webex Contact Center Service Details · Checked 2026-09-16
  59. 61
    Flow validation checks expressions for structural errors only and cannot evaluate a function or check that a variable resolves to the expected value.
    Build and manage flows with Flow Designer · Flow Designer, validate a flow · Checked 2026-09-15
  60. 62
    Contact Center recording retention is configured in Control Hub under Organization Settings > Retention policies, and one setting covers both voice recordings and transcripts.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Manage retention and purge recordings and transcripts in Webex Contact Center, configure retention procedure · Checked 2026-10-01
  61. 63
    In May 2026 Cisco migrated Webex Contact Center recording management into Control Hub under the new Interaction History section.
    What's new for administrators in Webex Contact Center · What's new for administrators, entry 'Enhanced Voice Recording Experience with Interaction History in Control Hub' (May 25, 2026) · Checked 2026-10-01
  62. 64
    Since August 2026, authorised admins can permanently delete eligible voice recordings and transcripts from individual interactions in Control Hub.
    What's new for administrators in Webex Contact Center · What's new for administrators, entry 'Permanent deletion of voice recordings and transcripts in Interaction History' (August 6, 2026) · Checked 2026-10-01
  63. 65
    Interactions older than the 13-month Interaction History window remain retrievable through the Search API for up to 36 months.
    Manage Interaction History · Manage Interaction History, data availability note · Checked 2026-10-01

Documents

tier 2 current vendor documentation

Build and manage flows with Flow Designer

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Configure Stop Call Recording in the Flow after an Agent Answers the Call

Cisco Systems (TAC technote) · 2024-12-26 · accessed 2026-09-24

tier 2 current vendor documentation

Create queues and configure routing patterns

Cisco (Webex Help Center) · 2026-04-14 · accessed 2026-09-30

tier 2 current vendor documentation

Manage access in Webex Contact Center

Cisco · 2026-08-20 · accessed 2026-09-30

tier 2 current vendor documentation

Manage call recording schedules

Cisco Systems, Inc. (Webex Help Center) · 2026-06-26 · accessed 2026-09-05

tier 2 current vendor documentation

Manage Interaction History

Cisco · 2026-08-06 · accessed 2026-09-30

tier 2 current vendor documentation

Manage Interaction History

Cisco Systems, Inc. (Webex Help Center) · 2026-08-06 · accessed 2026-09-05

tier 2 current vendor documentation

Manage Retention and Purge Recordings and Transcripts in Webex Contact Center

Cisco · 2026-06-04 · accessed 2026-09-30

tier 2 current vendor documentation

Manage Retention and Purge Recordings and Transcripts in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-04 · accessed 2026-09-05

tier 2 current vendor documentation

Manage your calls in Agent Desktop

Cisco Systems, Inc. (Webex Help Center) · 2026-08-20 · accessed 2026-09-05

tier 2 current vendor documentation

Set up voice channels for Webex Contact Center

Cisco Systems, Inc. · 2026-06-25 · accessed 2026-09-16

tier 2 current vendor documentation

Set up voice settings for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-10 · accessed 2026-09-04

tier 2 current vendor documentation

Unable to Download or Play Recordings with Partner Admin Role for Webex Contact Center

Cisco · 2023-12-22 · accessed 2026-09-30

tier 2 current vendor documentation

Understand Routing and Queueing in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-07-07 · accessed 2026-09-04

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems (Webex Help Center) · 2026-09-21 · accessed 2026-09-23

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up call recording in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-recording-setup

BibTeX

@misc{warmtransfer-wxcc-recording-setup,
  title  = {Setting up call recording in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-recording-setup},
  note   = {Verified 2026-10-01}
}