Manage call recording schedules

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/ejatso/Manage-call-recording-schedules

Published

2026-06-26

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Neither the recording-schedules article nor the retention and purge article contains the word audit or the word log anywhere in its body. in context
• Neither article states what happens to an in-progress recording when a recording schedule's time window ends while the call is still active. in context
• The recording-schedules article states an ordered resolution: a matching active schedule decides, and only when no schedule matches does Contact Center evaluate queue settings and then tenant settings. disputed in context
• Webex Contact Center documents call-recording enablement as configurable at 3 named levels: tenant, queue and recording schedule. in context
• A recording schedule can be limited to chosen sites, teams and agents, and it applies to calls routed through its queue that also match its duration, percentage and filter criteria. in context
• Webex Contact Center call recording schedules are configured in Control Hub under Services > Contact Center > Customer experience > Call recording schedule. in context
• When Enable Pause/Resume is turned on in a recording schedule, the administrator enters the number of seconds a recording stays paused. in context
• A recording schedule sets a percentage of calls to record for the selected queue, and the system uses predictive modeling to choose which calls to record rather than recording an exact number. in context
• For call recording, recording schedule settings override queue-level settings, and queue-level settings override tenant-level settings. in context
• A recording schedule has a 'Stop recording on transferred calls' toggle that ends the recording when the agent transfers the call. in context
• The recording schedules article states that flow-level Recording Control takes precedence over the recording configuration set in Control Hub. in context
• Under recording schedules, whether an outdial call is recorded is based on the site, team and agent making the call; a schedule for the Outdial queue scoped to one site records only outdial calls from teams under that site. in context
• Recording is decided first by a matching active recording schedule; if no schedule matches, queue-level recording settings are evaluated and then tenant-level settings. in context
• On the Next Generation media platform, consult calls started during a recorded call are recorded automatically. in context
• Cisco's documentation tells administrators to get the customer's permission before recording calls. in context
• 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. in context
• If flow-level Recording Control is used, the flow configuration overrides the recording settings in Control Hub. in context
• When an agent places a caller on hold, recording of the caller's audio continues. in context
• Recording of outdial calls is based on the site, team and agent who makes the outdial call. in context
• A recording schedule has a name, description, a required support queue and a timezone, plus a date range, time range and days of week. in context
• A recording schedule can be narrowed to selected sites, teams and agents. in context
• Recording schedules are created in Control Hub under Services > Contact Center > Customer experience > Call recording schedule. in context
• 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 in context
• A recording schedule has an Enable Pause/Resume setting; when it is on, the administrator enters the number of seconds the recording stays paused. in context
• A recording schedule can record a percentage of matching calls, and Contact Center picks which calls using methods such as pseudorandom number generators. in context
• A recording schedule has a Stop recording on transferred calls setting that stops recording when an agent transfers the call. in context
• Webex Contact Center call recording can be enabled at the tenant, queue, or recording schedule level. in context
• For blind transfers to a Dial Number and for Entry Point to Dial Number call patterns, the speech duration and the recorded-call duration shown in the UI may not match. in context
• For a call that was not recorded and has no flow Recording Control, the diagnostic order is: any matching active schedule (including its percentage), then the queue's Allow recording switch, then the tenant 'Record all calls' setting. inferred in context
• For Entry Point to Dial Number calls, Webex Contact Center records the call during consult and conference but not while the child call is transferred to another EP-DN number. in context
• When flow-level Recording Control is used, the flow configuration overrides the recording settings configured in Control Hub. in context
• When an agent places a caller on hold, recording of the caller's audio continues. in context
• On the Next Generation media platform, consult calls started during an active call that is being recorded are recorded automatically and appear in the Recording Management portal under the same interaction. in context
• Webex Contact Center Recording Management records calls directed to the overflow destination number but does not display them in the UI. in context
• Percentage-based recording does not record an exact count of calls; the system uses predictive modelling with pseudorandom or deterministic random bit generators to choose calls, and accuracy improves with higher call volume. in context
• During a blind transfer the receiving agent briefly enters the reserved state, and depending on organisation-level settings, call recording either continues or stops at that point. in context
• A call recording schedule can enable Pause/Resume, and when it does the administrator enters the number of seconds for which a recording stays paused. in context
• Webex Contact Center decides whether to record a call by checking for a matching active recording schedule first, then queue-level recording settings, then tenant-level recording settings. in context
• The schedule setting 'Stop recording on transferred calls' stops recording when an agent transfers a call; when it is off, recording can continue after the transfer according to the recording settings for the transferred call. in context
• For blind transfers to entry points or queues, a captured transfer gap may appear as silence in the recording. in context
• On the Next Generation media platform a consult started during a recorded call is recorded automatically, and the agent has no recording control over that leg. inferred in context
• No source in the corpus defines what organization level means for a Webex Contact Center recording setting, and no source names the setting that decides whether recording continues through the reserved state of a blind transfer. in context
• The recording schedule field that enables pause and resume takes a duration in seconds and publishes no minimum, no maximum and no default. in context
• Cisco states that a matching recording schedule determines whether a call is recorded, and that where no schedule matches, Webex Contact Center evaluates the queue-level settings and then the tenant-level settings. in context
• Cisco warns that on blind transfers to a dial number, and on entry point to dial number patterns, the duration of speech and the duration of the recorded call shown in the interface may not match. in context
• On an entry point to dial number call, Cisco records the call during consult and conference and not during other parts of the call. in context
• Cisco states that where flow-level Recording Control is used, the flow-level configuration overrides the recording settings in Control Hub. in context
• The pause and resume capability is named 3 different ways across the 2 recording documents, and none of the 3 is cross-referenced to another. field report in context
• The recording precedence runs 4 levels deep: a flow's Recording Control, then a recording schedule, then queue level, then tenant level. inferred in context
• Cisco states that on a blind transfer the receiving agent enters a reserved state briefly and that, depending on the settings configured at each organization level, call recording can either continue or stop at that point. in context
• A recording schedule carries a setting named Stop recording on transferred calls, which stops recording when an agent transfers a call. in context
• No source names the organization-level setting that decides whether recording continues through a blind transfer's reserved state; Cisco states only that the outcome depends on the settings configured at each organization level. in context
• The subject matter a Webex Contact Center Record a call article would carry is distributed across the corpus's held articles: schedules, retention and purge, Interaction History, the agent desktop and the Flow Designer Recording Control activity. inferred in context
• During a blind transfer the receiving agent briefly enters a reserved state, and whether recording continues or stops at that point depends on settings configured at organization level. in context
• On the Next Generation media platform, consult calls initiated during an already-recorded active call are recorded automatically, with no separate configuration. in context
• Consult call recordings appear in the Recording Management portal under the same interaction as the parent call. in context
• During an Entry Point to Dial Number call, Webex Contact Center records the consult and the conference but not the transfer of the child call to another Entry Point Dial Number. in context
• If the gap between the legs of a blind transfer is captured, it may appear in the recording as silence. in context
• For a blind transfer to another entry point or queue, what is recorded depends on the recording settings of both the originating and the destination queue; if only one queue is recorded, only that queue's conversation is recorded. in context

Cite this source record

APA

WarmTransfer. (2026, June 26). Manage call recording schedules. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ejatso-wxcc-recording-schedules

BibTeX

@misc{warmtransfer-cisco-help-ejatso-wxcc-recording-schedules,
  title  = {Manage call recording schedules},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ejatso-wxcc-recording-schedules},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}