Manage call recording for Webex Calling

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/ilga4/Manage-call-recording-for-Webex-Calling

Published

2026-08-07

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

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

Source notes citing this source

• Only a compliance officer can access call recordings in the Webex Calling storage location. in context
• The Webex Calling recording page does not give configurable retention ranges itself and cross-references a separate Calling retention article for the expiry-policy configuration. in context
• When Webex is the recording provider the administrator chooses a storage region, which determines where the organization's call recordings are stored. in context
• The Webex Calling recording help page states that Webex recordings are currently configured with a retention period of one year. in context
• Storage for Webex-provider call recordings is 100 GB per organization. in context
• The Webex Calling compliance announcement is configured separately for inbound and outbound PSTN calls, and when it is enabled the PSTN party hears the announcement that the call may be recorded at the beginning of the call while recording starts after the user with call recording enabled answers. in context
• The language of a Webex Calling compliance announcement is taken from whichever object received the call: a user's Announcement Language under Users then Calling, a workspace's under Workspaces then Calling, an Auto Attendant Call Queue or Hunt Group's Language under Calling then Features then that feature then General Settings, or the virtual line's own setting. in context
• Cisco states that once the Webex Calling compliance announcement has played the start and stop recording announcements are suppressed for the Webex Calling user, that announcements are not played again when a midcall operation such as a transfer is initiated on that call, and that a visual indicator in the Webex App or on supported phones shows that the call is being recorded. in context
• Cisco states that only a compliance officer can access the call recordings in the Webex Calling storage location and that a compliance officer can preserve data for legal proceedings, with the recordings reached through the Converged Recordings APIs on Webex for Developers and webhook notifications available on them. in context
• To download and play Webex call recordings from Control Hub an administrator must hold the Full administrator role with the Compliance officer function checked under Administrator roles, and Cisco states that Partner Administrators cannot provision the Compliance officer role so a partner administrator's experience is not the same as an administrator's. in context
• Emergency call recording is a separate Control Hub setting a Webex Calling administrator can enable or disable, which Cisco frames as improving incident analysis and training and as something to manage to the organisation's own policies and regulatory requirements. in context
• The 2 Webex Calling recording options available at no additional cost differ in who can read the recordings: with Webex as provider a compliance officer accesses and manages recordings for a storage location and administrators configure a user's access to their own, while with Dubber Go only users can access and manage their recordings from their Dubber portal. in context
• The Webex Calling call recording article's whole treatment of the regulatory question is the instruction to consult your legal department about regulatory requirements for recording calls, and across 47457 characters it uses the word consent 0 times and names no statute regulation or jurisdiction. field report in context
• Cisco states that Call Recording is set to on by default for a partner's customers and that a customer who does not want Call Recording visible in their Control Hub can have the feature set to off only after all users have been disabled from using it. in context
• The Storage region setting that determines where Webex Calling stores an organisation's call recordings applies only when Webex is the call recording provider, and Cisco states that if a provider other than Webex is chosen the storage region setting does not display. in context
• Cisco states that a Webex Calling user needs a Professional license to use a third-party call recording provider, while a user with a Standard license can use Webex as the call recording provider. in context
• Cisco states that on acceptance of the provider terms of service the call recording providers Eleveo and MiaRec can access the Customer Name, the user location's Time Zone, the First Name, the Last Name and the Email ID from Webex Calling in order to record calls, and that accepting those terms is a one-time activity performed by the customer or partner administrator on behalf of the customer. in context
• When a Webex Calling call is recorded, dual streams are sent to the call recording provider. in context
• Webex Calling users and workspaces need a Professional licence to record with a third-party provider; Standard-licensed users can record only with Webex as the provider. in context
• Webex Calling recording modes are On-Demand, Always, Always with Pause/Resume and Never, and Never is the default. in context
• When an announcement plays at recording start, stop, pause or resume, Webex Calling tells the call recording provider in a SIPREC metadata message. in context
• Speaker identification in a transcript is currently not supported for FedRAMP. in context
• Organization-level transcript settings are automatically set for all existing and new users who are enabled with Webex call recording and whose announcement language is English. in context
• At user, workspace or virtual line level, Control Hub's Call recording settings carry a Generate Transcript toggle, and these individual settings override the organization-level settings and do not automatically return to the organization default. in context
• Webex recordings are configured with a retention period of one year and storage of 100GB per organization. in context
• The recording management article states that transcripts are available only when the call is in English. in context
• Transcripts are available only for calls recorded by the Webex call recording provider. in context
• To let a user, workspace or virtual line view, download and delete the transcript, the administrator enables View and play call recordings, transcripts and then selects Download recordings and transcripts and Delete recordings and transcripts. in context
• An administrator without the Compliance officer permission can delete and reassign recordings but not play or download them. in context
• The compliance announcement can be delayed, with a maximum delay of 60 seconds. in context
• When an Auto Attendant, Call Queue or Hunt Group receives a call directly, the compliance announcement plays in the language set for that feature. in context
• The compliance announcement audio is not captured in the recording. in context
• CallCabinet as a recording provider is available only to Webex Calling customers hosted in the U.S. region. in context
• An administrator can enable a compliance announcement ('This call may be recorded') played to PSTN parties, configurable separately for inbound and outbound PSTN calls. in context
• A full administrator with the Compliance officer permission can play and download the organization's recordings in Control Hub. in context
• Recording settings exist at organization level (Services > Calling > Settings), location level (Locations > Calling > Call Handling), user or workspace level (Calling > User Call Experience) and virtual line level in Control Hub. in context
• The same recording article also states that Dubber is chosen by default because Dubber Go comes at no extra cost with Webex Calling user entitlements. disputed in context
• The recording article states that Webex call recording is the default provider. disputed in context
• Dubber Go gives all users unlimited recordings, and each recording is stored for 30 days. in context
• Dubber Go is included with Webex Calling user entitlements at no additional cost. in context
• Emergency call recording takes precedence over the selective recording controls (direction and source filters). in context
• Control Hub offers four call recording modes for Webex Calling users and workspaces: On Demand, Always, Always with Pause/Resume, and Never. in context
• MiaRec as a recording provider is available only to Webex Calling customers hosted in the United States region. in context
• Never is the default recording mode for a user or workspace until an administrator changes it. in context
• In the admin description the On Demand mode lets the user control when recording starts and stops. in context
• The recording provider can be Webex (Cisco's own recording) or one of the certified third-party providers Dubber, Imagicle, CallCabinet, Eleveo or MiaRec. in context
• Users see an icon on Multiplatform (MPP) phones and in the Webex App showing that a call is being recorded. in context
• A repeat recording tone plays every 20 seconds by default, reminding all parties that the call is being recorded; the article gives a configurable range of 10 to 90 seconds. in context
• The recording article states that Webex recordings currently have a retention period of one year. disputed in context
• For the Always and Always with Pause/Resume modes an administrator can limit recording by call direction: incoming, outgoing, or both. in context
• For the Always modes an administrator can also limit recording by call source, internal calls or PSTN calls or both, and all sources are selected by default. in context
• For Always and Always with Pause/Resume, the administrator selects which incoming and outgoing calls to record by source (Internal, PSTN or both), and all options are selected by default. in context
• Up to 200 recordings can be selected at once on the Control Hub recordings page for bulk delete or reassignment. in context
• CallCabinet recording is available only to Webex Calling customers hosted in the U.S. region. in context
• The organization or location Call Recording settings include Play announcement for inbound PSTN calls and Play announcement for outbound PSTN calls, with an optional announcement delay of up to 60 seconds. in context
• The Compliance officer function is enabled for a Full Administrator from Management > Users > user > Administrator roles by checking Compliance officer under Functions. in context
• For each recording announcement the administrator can keep the standard announcement or select a different one, including an uploaded .wav file. in context
• The Webex Calling recording article also states that Dubber is chosen as the default provider because Dubber Go is included at no extra cost. disputed in context
• The Webex Calling recording article states that Webex is the default call recording provider. disputed in context
• Recorded call direction is set by how the call starts for the recorded user or workspace and does not change when a feature such as transfer changes the user's role in the call. in context
• The administrator who enables a user for Dubber recording is also added to the Dubber account as an administrator and can use the Dubber portal to add administrators or reassign licenses. in context
• With Dubber as the provider, user provisioning into Dubber is automated, and Dubber Go accounts are created even if the organization has no Dubber account. in context
• Each Dubber Go recording is stored for 30 days. in context
• With Dubber Go, only users can access and manage their own recordings from their Dubber portal. in context
• Upgrading from Dubber Go to a paid Dubber subscription is done through Dubber Support, and on migration automatic deletion stops and unlimited retention begins. in context
• Selecting Dubber requires accepting Dubber's terms of service in Control Hub, after which Webex Calling shares the customer name, the user location's time zone and each user's first name, last name and email with Dubber. in context
• To give users access to a virtual line's Dubber recordings, the administrator creates a Team in the Dubber admin portal with the virtual line's Dub point as contributor and other users as listeners. in context
• Eleveo recording is available to Webex Calling customers hosted in the Europe and United States regions. in context
• The organization's Call Recording Failure setting offers Proceed with the call no announcement (default), Proceed with the call with an announcement, or End the call with an announcement. in context
• When an auto attendant, call queue or hunt group receives a call directly, the compliance announcement plays in the language set for that feature. in context
• In Always and Always with Pause/Resume modes a call is recorded only when its direction and source are among the selected filters. in context
• Media optimization (ICE) and call recording each add a small audio delay at the start of a call, and together the delay is slightly longer. in context
• Imagicle, CallCabinet, Eleveo and MiaRec are not auto-provisioned from Control Hub; the administrator accepts the provider's terms of service and contacts the provider to provision the account. in context
• Users with a Webex Calling Standard license can record only with Webex as the provider. in context
• Recording through a third-party provider requires a Webex Calling Professional license. in context
• A location can keep the organization's default recording provider or override it under Management > Locations > location > Calling > Call Handling > Call recording settings, and the location setting overrides the organization selection. in context
• Under Services > Calling > Features > Recording > Manage, a compliance officer can play, download, delete and reassign the owner of Webex-provider recordings. in context
• MiaRec recording is available only to Webex Calling customers hosted in the United States region. in context
• Administrators without the Compliance officer permission see only the Delete and Reassign options for recordings. in context
• The organization-level recording provider is chosen in Control Hub under Services > Calling > Settings > Services, in the Call Recording section's provider list, followed by Save. in context
• Partner administrators cannot be given the Compliance officer role. in context
• The Pause/Resume Notification setting plays either a beep or an announcement when the user pauses or resumes a recording. in context
• Webex Calling call recording can use Webex as the built-in provider or one of the Cisco-verified third-party providers Dubber, Imagicle, CallCabinet, Eleveo and MiaRec. in context
• The Record voice messaging option treats voice messages as incoming calls with the source set by the caller, and is unavailable when both incoming internal and incoming PSTN recording are off. in context
• The Control Hub recording modes for a user, workspace or virtual line are On Demand, Always, Always with Pause/Resume and Never, with Never as the default. in context
• By default a reminder tone plays every 20 seconds during a recorded call, and the interval can be set from 10 to 90 seconds. in context
• Shared lines use the call recording settings of the primary user. in context
• For a Standard-licensed user, Control Hub shows the call recording option only when the user's location has Webex as its recording provider. in context
• User and workspace settings include separate Play recording start/stop announcement toggles for PSTN calls and for internal calls, and the announcement is not included in the recording. in context
• The repeat tone can be played for all participants, PSTN parties only, or internal parties only. in context
• Transcripts of Webex-provider call recordings are available only for English-language calls. in context
• Recording for a user is enabled in Control Hub under Management > Users > user > Calling > User Call Experience by turning on the Call Recording toggle. in context
• User and workspace recording settings include a View and play call recordings toggle. in context
• For a virtual line assigned to a Webex App user, call recording is currently supported only in the Always mode. in context
• Recording for a virtual line is enabled under Services > Calling > Virtual Lines > line > Calling > User Call Experience with the Call Recording toggle. in context
• When Webex is the selected provider, the administrator chooses a storage region for the recordings; third-party providers do not show this option. in context
• Webex-provider recordings are configured with a one-year retention period and 100 GB of storage per organization. in context
• Recording for a workspace is enabled under Management > Workspaces > workspace > Calling > Call Experience with the Call Recording toggle. in context
• A workspace needs a Professional license to be recorded. in context
• When Webex is the recording provider the administrator chooses a storage region that sets where the organization's call recordings are stored; the option does not apply to third-party providers. in context
• Users and workspaces must have a Webex Calling Professional license to record calls through a third-party recording provider. in context
• Transcripts are available only for calls recorded by the Webex provider, and only when the call is in English. in context
• Users see a transcript in the player when they play a recording from the Webex App or User Hub. in context
• Control Hub does not automatically provision users with third-party call recording providers other than Dubber; those providers may supply their own tools to sync users. in context
• For a call arriving through an Auto Attendant, Call Queue or Hunt Group, the compliance announcement plays in that feature's configured language. in context
• The compliance announcement is set at the organization level (separately for inbound and outbound PSTN calls, with an optional delay of up to 60 seconds), and a location can override the organization setting. in context
• If the compliance announcement is enabled at the organization or location level, the PSTN party does not hear the recording start/stop announcement even when that option is enabled. in context
• CallCabinet as a Webex Calling recording provider is available only to customers hosted in the U.S. region. in context
• The recording article says that when selective call recording is enabled, the Call Recording Result field in Webex Calling CDR can show Inhibited. in context
• In Control Hub, a full administrator with the Compliance officer role can play and download Webex-provider recordings from the call recording management page. in context
• When the compliance announcement is enabled, the PSTN party hears 'This call may be recorded' at the start of the call. in context
• Selective recording judges call direction by how the call started for the recorded user or workspace; a transfer that changes the user's role in the call does not change the direction. in context
• Control Hub provisions Dubber accounts automatically for users enabled for recording, and the administrator who enabled the user is also added to the Dubber account as an administrator. in context
• Dubber Go recordings are kept for 30 days, and only the users themselves can access and manage them. in context
• Administrators can enable or disable emergency call recording, and emergency call recording overrides selective recording controls. in context
• An organization chooses what happens when recording fails: proceed with the call and no announcement, proceed with the call and an announcement, or end the call with an announcement. in context
• Users and workspaces must hold a Webex Calling Professional license to be recorded by a third-party call recording provider. in context
• Users with a Webex Calling Standard license can be recorded only when Webex is the call recording provider. in context
• Webex Calling offers four call recording modes per user or workspace: Never, Always, Always with Pause/Resume, and On Demand. in context
• Never is the default recording mode, so a user or workspace that was never explicitly set to another mode is not recorded even after call recording is turned on for them. in context
• Users and workspaces in On-demand recording mode see a Record soft key (button) on the device to start recording; users in other modes do not get that start control. in context
• The per-user Show call recording platform information view shows the Service Provider, External Group and External Identifier; Cisco points to it for the details needed when contacting support about recording problems. in context
• Webex is the default call recording provider and is available to all users. in context
• When a Webex Calling call is being recorded, users see a recording icon on their MPP phone and in Webex App. in context
• Recording voice messages is a separate per-user or per-workspace option, Record voice messaging, in the call recording settings. in context
• By default a reminder tone plays every 20 seconds while a call is recorded; the interval can be set from 10 to 90 seconds. in context
• Selective recording controls (direction and source filters) are available only in the Always and Always with Pause/Resume modes, not in On Demand. in context
• For Always and Always with Pause/Resume, selective recording filters incoming calls (from internal, PSTN or both) and outgoing calls (to internal, PSTN or both); all options are selected by default, and a call is recorded only when its direction and source are allowed. in context
• Shared lines use the call recording settings of the primary user, not of the person who has the line shared to them. in context
• Selective recording judges call source (internal or PSTN) by the actual remote party, and can recheck it when the remote party changes, for example after a transfer. in context
• Call recording transcripts exist only for calls recorded by the Webex provider and only when the call is in English; speaker identification in transcripts is not supported for FedRAMP. in context
• Per-user recording is enabled in Control Hub under Management > Users > (user) > Calling > User Call Experience > Call Recording. in context
• For organizations and locations using the Webex provider, users can play, download or delete their own recordings only if the administrator enables the View and play call recordings option. in context
• For a virtual line assigned to a Webex App user, call recording is currently supported only in Always mode, although virtual lines otherwise support every recording option of a primary line. in context
• A call recording provider must be selected at the organization level or at the location of a virtual line before call recording is enabled on that virtual line. in context
• For selective recording, voice messages count as incoming calls, so whether a voice message is recorded depends on whether incoming internal or incoming PSTN recording is enabled for the caller's source. in context
• The main Webex Calling recording article states that Webex-provider recordings are currently kept for one year. disputed in context
• With the Webex call recording provider, storage per organization is 100 GB. in context
• A recording that stops or never starts after a transfer, while the user is in an Always mode, is likely explained by the source recheck: the new remote party is a source the user's filter excludes, for example internal when only PSTN is selected. inferred in context
• For organizations and locations that use Webex as the provider, a 'View and play call recordings' option gives users access to their recordings. in context
• For a virtual line assigned to a Webex App user, call recording is currently supported only in the Always recording mode. in context
• Recording with Webex as the provider is available with either a Standard or a Professional Webex Calling license. in context
• When Webex is the recording provider, storage for recordings is 100GB per organization. in context
• Once a compliance announcement has played, announcements are not played again when a midcall operation such as a transfer is initiated on that call. in context
• The Webex Calling recording article never treats a consult as a call operation; the word consult occurs once, in the phrase consult your legal department. in context
• Call direction is fixed at call start for the recorded user and does not change when a transfer changes that user's call role, while call source is based on the actual remote party and can be rechecked when the remote party changes. in context
• When a call is being recorded, dual streams are sent to the call recording provider, and announcement events are signalled to that provider as SIPREC metadata. in context
• The Webex Calling recording article names 4 selectable recording modes in the per-user configuration step: On Demand, Always, Always with pause/resume, and Never, while its own overview names only 3. in context
• When the selected direction and source do not permit recording, recording is inhibited for that call and the Call Recording Result field in the call detail record shows Inhibited. in context
• The Webex Calling recording article never states what a pause does to a consult, a transfer or a conference already in flight, nor whether a pause persists across a transfer. in context
• Because call source is rechecked when the remote party changes, a consult or transfer that swaps the remote party could move a call across the selective-recording boundary in mid-call. inferred in context
• Speaker identification in a Webex Calling transcript is not supported for FedRAMP. in context
• Webex-provider recordings in Webex Calling are configured with a retention period of 1 year and 100 GB of storage per organisation, while the free Dubber Go tier stores each recording for 30 days. in context
• A Webex Calling transcript is available only for calls recorded by the Webex call recording provider and only when the call is in English, and it is viewed inside the recording player. in context

Cite this source record

APA

WarmTransfer. (2026, August 7). Manage call recording for Webex Calling. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ilga4-webex-calling-recording

BibTeX

@misc{warmtransfer-cisco-help-ilga4-webex-calling-recording,
  title  = {Manage call recording for Webex Calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ilga4-webex-calling-recording},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}