Configuration · guide

Setting up call recording in Webex Calling

Webex Calling

Verified 2026-10-01 · 90 sources · tier 2–3

For Webex Calling administrators with Full Administrator access to Control Hub in a multi-tenant Webex Calling organization..

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 46. Control Hub holds recording settings at organization level, location level, user or workspace level, and virtual line level 69.

Before you start

Users with a Webex Calling Standard license can record only with Webex as the provider 36.
Recording through a third-party provider requires a Webex Calling Professional license 37.
A workspace needs a Professional license to be recorded 68.
The Compliance officer function can be enabled only for a Full Administrator 12, and partner administrators cannot be given the Compliance officer role 44.
In Webex for Government, the call recording provider options are Webex or None 33.
List the users, workspaces and virtual lines you plan to record, because recording is turned on separately for each one on its own Control Hub page 60 67 64.
Shared lines use the call recording settings of the primary user, so list the primary user for each shared line 55.
The Control Hub recording modes for a user, workspace or virtual line are On Demand, Always, Always with Pause/Resume and Never, and Never is the default 49.

What changes by situation

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

Which recording provider will store your recordings?

Does every location use the same recording provider?

How will the people you record control recording?

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

Step 1 Confirm licences and provider eligibility

Webex native recording (built-in, recordings stay in Webex)

Do

Confirm the license on each user you plan to record: users with a Webex Calling Standard license can record only with Webex as the provider 36.

Confirm that each workspace you plan to record has a Professional license, because a workspace needs one to be recorded 68.

Verify

For a Standard-licensed user, Control Hub shows the call recording option only when the user's location has Webex as its recording provider 56.

Suggested check: open the calling settings of a few target users and workspaces and confirm the expected license is assigned to each.

Dubber (Dubber Go or a paid Dubber subscription)

Do

Confirm that every user and workspace you plan to record has a Webex Calling Professional license, because users and workspaces need one to record through a third-party provider 70.

Users with a Webex Calling Standard license can record only with Webex as the provider, so they cannot record through Dubber 36.

Dubber Go is included with Webex Calling user entitlements at no additional cost 71, and each Dubber Go recording is stored for 30 days 22.

With Dubber Go, only users can access and manage their own recordings from their Dubber portal 23.

Upgrading from Dubber Go to a paid Dubber subscription is done through Dubber Support 24.

Verify

Suggested check: confirm the license assignment on each target user and workspace.

Suggested check: write down which subscription tier you need before you continue.

Another Cisco-verified provider (Imagicle, CallCabinet, Eleveo or MiaRec)

Do

Confirm that every user and workspace you plan to record has a Webex Calling Professional license, because users and workspaces need one to record through a third-party provider 70.

Confirm that your organization's hosting region is supported by the provider you chose 10 27 40:

CallCabinet recording is available only to Webex Calling customers hosted in the U.S. region 10.
Eleveo recording is available to Webex Calling customers hosted in the Europe and United States regions 27.
MiaRec recording is available only to Webex Calling customers hosted in the United States region 40.

Imagicle, CallCabinet, Eleveo and MiaRec are not auto-provisioned from Control Hub, so contact the provider to provision your account 35.

Verify

Suggested check: get written confirmation from the provider that your production account is provisioned before you select the provider in step 2.

Step 2 Select the organization's recording provider

Webex native recording (built-in, recordings stay in Webex)

Do

In Control Hub, go to Services > Calling > Settings > Services, select the provider in the Call Recording section's provider list, and click Save 43.

Select Webex, then choose the storage region for the recordings 65.

The data storage region setting covers voicemails, voicemail transcripts, call recordings, recording transcripts and faxes 72.

For an organization headquartered in India, the organization-level storage region is set automatically to India and cannot be changed 73.

For a Saudi Arabia organization, the organization-level storage region is set automatically to Saudi Arabia and cannot be changed 74.

Verify

Suggested check: reopen the page and confirm it shows your chosen provider and storage region.

Rollback

To reverse the choice, select a different provider in the same Call Recording provider list and click Save 43.

Dubber (Dubber Go or a paid Dubber subscription)

Do

In Control Hub, go to Services > Calling > Settings > Services, select Dubber in the Call Recording section's provider list, and click Save 43.

Accept Dubber's terms of service in Control Hub; once you accept, Webex Calling shares the customer name, the user location's time zone and each user's first name, last name and email with Dubber 25.

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 21.

Verify

Suggested check: reopen the page and confirm the provider you selected is shown.

Suggested check: confirm that your privacy owner approved the shared user data before you accepted the terms.

Rollback

To reverse the choice, select a different provider in the same Call Recording provider list and click Save 43.

Another Cisco-verified provider (Imagicle, CallCabinet, Eleveo or MiaRec)

Do

In Control Hub, go to Services > Calling > Settings > Services, select your provider in the Call Recording section's provider list, and click Save 43.

Accept the provider's terms of service, and contact the provider to provision the account, because Imagicle, CallCabinet, Eleveo and MiaRec are not auto-provisioned from Control Hub 35.

The storage region option appears only when Webex is the selected provider, so you will not see it for a third-party provider 65.

Verify

Suggested check: reopen the page and confirm the provider you selected is shown.

Suggested check: confirm with the provider that your users appear on its platform.

Rollback

To reverse the choice, select a different provider in the same Call Recording provider list and click Save 43.

Step 3 Decide what happens when recording fails

Do

In the organization's Call Recording settings, set Call Recording Failure to Proceed with the call no announcement (the default), Proceed with the call with an announcement, or End the call with an announcement 29.

Verify

Suggested check: reopen the settings and confirm the option you chose is saved.

Rollback

Suggested rollback: choose another failure option and save.

Step 4 Set location-level providers

Every location uses the organization's provider

Do

For each location, leave the setting under Management > Locations > location > Calling > Call Handling > Call recording settings on the organization's default provider, which a location can keep or override 38.

Verify

Suggested check: open a sample of locations and confirm none overrides the organization's provider.

Some locations override the organization's provider

Do

For each location that needs a different provider, go to Management > Locations > location > Calling > Call Handling > Call recording settings and override the provider; the location setting overrides the organization selection 38.

Check licenses for that location's provider: recording through a third-party provider requires a Webex Calling Professional license 37, and Standard-licensed users can record only with Webex as the provider 36.

For a Standard-licensed user, Control Hub shows the call recording option only when the user's location has Webex as its recording provider 56.

The data storage region is set at organization level and applies everywhere unless a location-level setting overrides it 75.

Verify

Suggested check: reopen each overridden location and confirm the provider shown.

Rollback

To undo an override, set the location back to the organization's default provider in the same Call recording settings 38.

Step 5 Configure the compliance announcement for PSTN callers

Do

In the organization or location Call Recording settings, turn on Play announcement for inbound PSTN calls, Play announcement for outbound PSTN calls, or both, and set an optional announcement delay of up to 60 seconds 11.

The compliance announcement ("This call may be recorded") is played to PSTN parties 76.

For each recording announcement you can keep the standard announcement or select a different one, including an uploaded .wav file 13.

When an auto attendant, call queue or hunt group receives a call directly, the compliance announcement plays in the language set for that feature, so check those language settings too 30.

The compliance announcement audio is not captured in the recording 77.

Verify

Suggested check: during the end-to-end test in step 10, place an inbound public network call to a recorded user and confirm the announcement plays.

Rollback

Suggested rollback: turn off the inbound and outbound announcement toggles.

Step 6 Enable recording and set the mode for each user, workspace or virtual line

Always (every matching call is recorded, no user controls)

Do

Turn on the Call Recording toggle for users under Management > Users > user > Calling > User Call Experience 60, for workspaces under Management > Workspaces > workspace > Calling > Call Experience 67, and for virtual lines under Services > Calling > Virtual Lines > line > Calling > User Call Experience 64.

Set the mode on the primary user of any shared line, because shared lines use the primary user's call recording settings 55.

Select Always 49.

Choose which incoming and outgoing calls to record by source (Internal, PSTN or both); all options are selected by default 1 78.

A call is recorded only when its direction and source are among the selected filters 31.

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 19.

Emergency call recording takes precedence over the direction and source filters 79.

For a virtual line assigned to a Webex App user, call recording is currently supported only in the Always mode 63.

Verify

Suggested check: reopen the settings and confirm the mode and call filters are saved.

When a user is set to Call Record Always, no recording controls appear to the user in the Webex App 2 or on the desk phone 80.

Rollback

To stop recording, set the mode back to Never, which is the default 49.

Emergency calls can still be recorded even when call recording is not enabled for the line placing the call 81.

Always with Pause/Resume (every matching call is recorded, users can pause and resume)

Do

Set the mode on the primary user of any shared line, because shared lines use the primary user's call recording settings 55.

Select Always with Pause/Resume 49.

Choose which incoming and outgoing calls to record by source (Internal, PSTN or both); all options are selected by default 1 78.

A call is recorded only when its direction and source are among the selected filters 31.

Set the Pause/Resume Notification, which plays either a beep or an announcement when the user pauses or resumes a recording 45.

Do not use this mode for a virtual line assigned to a Webex App user, because recording there is currently supported only in the Always mode 63.

Users cannot pause or stop an emergency call recording 82.

Verify

Suggested check: reopen the settings and confirm the mode, call filters and notification are saved.

On a desk phone, the PauseRec and ResumeRec softkeys pause and resume recording for users set to Always with pause/resume 17.

The feature access codes are *48 to pause and *49 to resume 48.

Rollback

To stop recording, set the mode back to Never, which is the default 49.

Emergency calls can still be recorded even when call recording is not enabled for the line placing the call 81.

On Demand (users choose which calls to keep)

Do

Set the mode on the primary user of any shared line, because shared lines use the primary user's call recording settings 55.

Select On Demand 49.

The Pause/Resume Notification setting plays either a beep or an announcement when the user pauses or resumes a recording 45.

Tell users how the mode works: a recording starts on the server when the call starts, it is kept only if the user selects Start recording, and the user can also pause and resume 42.

The Webex App user guide also describes an On Demand with User Initiated Start mode, in which each start creates a separate recording on the server 61, while Control Hub lists 4 modes for users and workspaces: On Demand, Always, Always with Pause/Resume and Never 83.

Do not use this mode for a virtual line assigned to a Webex App user, because recording there is currently supported only in the Always mode 63.

Verify

Suggested check: reopen the settings and confirm the mode and notification are saved.

On a desk phone, users with On Demand recording start recording with the Record softkey and stop it with the StopRec softkey 18.

The feature access codes are *44 to record and *45 to stop 48.

Rollback

To stop recording, set the mode back to Never, which is the default 49.

Emergency calls can still be recorded even when call recording is not enabled for the line placing the call 81.

Step 7 Set per-user announcements, reminder tone and voicemail recording

Do

In the same user, workspace or virtual line recording settings, set the Play recording start/stop announcement toggles separately for PSTN calls and for internal calls; the announcement is not included in the recording 57.

Set the repeat tone interval: by default a reminder tone plays every 20 seconds during a recorded call, and the interval can be set from 10 to 90 seconds 50.

Choose who hears the repeat tone: all participants, PSTN parties only, or internal parties only 58.

Decide whether to turn on Record voice messaging, which 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 47.

Verify

Suggested check: during the end-to-end test in step 10, listen for the start announcement and the reminder tone.

Rollback

Suggested rollback: turn the announcement toggles off and return the tone settings to the values they had before you changed them.

Step 8 Set storage and retention

Webex native recording (built-in, recordings stay in Webex)

Do

Plan around Webex-provider recordings being configured with a 1-year retention period and 100 GB of storage per organization 66.

We infer that the 1-year retention in the recording article and the 360-day default in the retention article describe the same default for organizations without Pro Pack 51.

To change the retention period, go to Management > Organization settings, Data Retention section, and open the Configure retention policy dialog 53.

With a Pro Pack license the retention period can be set from 7 to 3,600 days, and without Pro Pack it is fixed at 360 days 54.

For deleted recordings, choose Purge immediately or Follow the retention policy; Follow the retention policy is available only with Pro Pack 16.

Legal hold can preserve Webex Calling data during litigation for longer than the retention policy allows 84.

Verify

Suggested check: reopen the retention policy dialog and confirm the saved value.

The system takes approximately 1 to 30 days to delete expired Webex Calling compliance data 28.

Organization administrators must manually delete recordings created before the configurable compliance period was set 52.

Rollback

Suggested rollback: set the retention period back to its previous value in the same dialog.

Dubber (Dubber Go or a paid Dubber subscription)

Do

If you stay on Dubber Go, each recording is stored for 30 days 22.

To keep recordings longer, contact Dubber Support to upgrade to a paid Dubber subscription; on migration, automatic deletion stops and unlimited retention begins 24.

Verify

Suggested check: confirm your subscription tier and retention behaviour with the provider in writing.

Another Cisco-verified provider (Imagicle, CallCabinet, Eleveo or MiaRec)

Do

The 1-year retention period and 100 GB of storage per organization apply to Webex-provider recordings 66.

The storage region choice applies only when Webex is the recording provider, not to third-party providers 85.

Verify

Suggested check: confirm with the provider how long it keeps recordings and where it stores them.

Step 9 Give your compliance team access

Webex native recording (built-in, recordings stay in Webex)

Do

For each compliance reviewer who is a Full Administrator, go to Management > Users > user > Administrator roles and check Compliance officer under Functions 12.

Give the role to someone in your own organization, because partner administrators cannot be given the Compliance officer role 44.

For programmatic access, the Converged Recordings APIs for Webex Calling require Webex to be selected as the call recording provider in Control Hub 5.

Compliance officer access to the Converged Recordings APIs uses the spark-compliance:recordings_read and spark-compliance:recordings_write scopes, distinct from the spark-admin and spark user scopes 4.

Through the Converged Recordings APIs, only a compliance officer can permanently delete a recording so that it is purged from Webex 3.

Verify

Signed in as the compliance officer, open Services > Calling > Features > Recording > Manage, where a compliance officer can play, download, delete and reassign the owner of Webex-provider recordings 39.

Administrators without the Compliance officer permission see only the Delete and Reassign options for recordings 41.

Users open their call recordings in the Webex App desktop client from Calling > Recordings, where they can play, email or delete them 7.

Rollback

Suggested rollback: clear the Compliance officer function for that administrator on the same Administrator roles page.

Dubber (Dubber Go or a paid Dubber subscription)

Do

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 20.

With Dubber Go, only users can access and manage their own recordings from their Dubber portal 23.

To give users access to a virtual line's Dubber recordings, create a Team in the Dubber admin portal with the virtual line's Dub point as contributor and other users as listeners 26.

Access to call recordings from the Webex App is available only when the user is configured with Webex as the call recording provider 6.

Call recordings appear in compliance reports only when Webex is the call recording provider 86.

Verify

Suggested check: signed in to the provider's portal as a reviewer, confirm you can see a test recording.

Rollback

Suggested rollback: remove the added administrator or team in the provider's portal.

Another Cisco-verified provider (Imagicle, CallCabinet, Eleveo or MiaRec)

Do

Access to call recordings from the Webex App is available only when the user is configured with Webex as the call recording provider 6.

Call recordings appear in compliance reports only when Webex is the call recording provider 86.

Verify

Suggested check: signed in to the provider's platform as a reviewer, confirm you can see a test recording.

Rollback

Suggested rollback: remove the reviewer's access in the provider's platform.

Step 10 Test end to end

Always (every matching call is recorded, no user controls)

Do

Expect a slightly longer audio delay at the start of each test call when media optimization (ICE) is also on, because ICE and call recording each add a small delay 34.

Verify

Suggested check: place an inbound public network call, an outbound public network call and an internal call to or from a recorded user.

The compliance announcement plays on the PSTN calls where you turned it on 11.

The Webex App shows a visual indicator while a call is recorded 8, and users also see an icon on Multiplatform (MPP) phones 87.

A call is recorded only when its direction and source are among the selected filters 31.

Webex-provider recordings appear under Services > Calling > Features > Recording > Manage 39.

Suggested check: with a third-party provider, confirm the test recordings appear on the provider's platform for the selected call types only.

Rollback

Suggested rollback: delete the test recordings.

Up to 200 recordings can be selected at once on the Control Hub recordings page for bulk delete 9.

Always with Pause/Resume (every matching call is recorded, users can pause and resume)

Do

Cisco IP Phone 7841. 1 Handset. 2 Handset light strip. 3 Screen. 4 Line buttons (four: two on each side of the screen). 5 Softkeys. 6 Hold/Resume. 7 Transfer. 8 Conference. 9 Speakerphone. 10 Mute. 11 Headset. 12 Volume. 13 Contacts. 14 Applications. 15 Messages. 16 Keypad. Schematic, not to scale.

On a test call from a desk phone, pause with the PauseRec softkey and resume with the ResumeRec softkey 17, or dial *48 to pause and *49 to resume 48.

Expect a slightly longer audio delay at the start of each test call when media optimization (ICE) is also on 34.

Verify

The beep or announcement you chose plays when the user pauses or resumes 45.

The Webex App shows a visual indicator while a call is recorded 8.

Webex-provider recordings appear under Services > Calling > Features > Recording > Manage 39.

Suggested check: with a third-party provider, confirm the paused test call appears on the provider's platform.

Rollback

Suggested rollback: delete the test recordings.

Up to 200 recordings can be selected at once on the Control Hub recordings page for bulk delete 9.

On Demand (users choose which calls to keep)

Do

On a test call from a desk phone, start recording with the Record softkey and stop it with the StopRec softkey 18, or dial *44 to record and *45 to stop 48.

Place a second test call and do not start recording, because in On Demand mode a recording is kept only if the user selects Start recording 42.

Verify

A recording is kept only for the call where Start recording was selected 42.

Webex-provider recordings appear under Services > Calling > Features > Recording > Manage 39.

Suggested check: with a third-party provider, confirm only the started test call appears on the provider's platform.

Rollback

Suggested rollback: delete the test recordings.

Up to 200 recordings can be selected at once on the Control Hub recordings page for bulk delete 9.

Applicability

Applies to: Cisco Webex Calling, Cisco Webex App, and Cisco Webex Calling for Government. Deployments: multi-tenant, fedramp, and webex-for-government. Sources checked 2026-10-01. CallCabinet recording is available only to Webex Calling customers hosted in the U.S. region 10. MiaRec recording is available only to Webex Calling customers hosted in the United States region 40. Eleveo recording is available to Webex Calling customers hosted in the Europe and United States regions 27. In Webex for Government, the call recording provider options are Webex or None 33, and deleted recordings are not purged until a 30-day retention policy has passed 88. Speaker identification in call recording transcripts is not currently supported for Webex for Government 89. Transcripts are available only for calls recorded by the Webex provider, and only when the call is in English 90.

What remains uncertain

Which recording provider a new organization starts with is not covered by the sources below, so read the value on screen before you change it.

The full list of storage regions offered for Webex-provider recordings is not covered by the sources below.

How to remove user data already shared with Dubber after switching to another provider is not covered by the sources below.

Moving from a paid Dubber subscription back to Dubber Go is not covered by the sources below.

Which hosting regions Imagicle supports is not covered by the sources below.

Retention, access control and storage settings inside the Imagicle, CallCabinet, Eleveo and MiaRec platforms and inside paid Dubber subscriptions are not covered by the sources below.

Turning recording on in bulk, by file import or through a per-person settings API, is not covered by the sources below.

Whether a given announcement wording satisfies the consent requirement of a particular jurisdiction is not covered by the sources below.

Sources

1
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.
Manage call recording for Webex Calling · Enable call recording for a user / call direction and source step · Checked 2026-10-01
2
When a user is set to Call Record Always, no recording controls appear to the user in the Webex App.
Webex App | Record your phone calls · Recording modes list · Checked 2026-10-01
3
Through the Converged Recordings APIs only a compliance officer can permanently delete a recording so that it is purged from Webex.
Getting Started with the Converged Recordings APIs for Webex Calling · API capabilities / delete operations · Checked 2026-10-01
4
Compliance officer access to the Converged Recordings APIs uses the spark-compliance:recordings_read and spark-compliance:recordings_write scopes, distinct from the spark-admin and spark user scopes.
Getting Started with the Converged Recordings APIs for Webex Calling · Scopes section · Checked 2026-10-01
5
The Converged Recordings APIs for Webex Calling require Webex to be selected as the call recording provider in Control Hub.
Getting Started with the Converged Recordings APIs for Webex Calling · Prerequisites section · Checked 2026-10-01
6
Access to call recordings from the Webex App is available only when the user is configured with Webex as the call recording provider.
Webex App | Access call recordings · Note at top of article · Checked 2026-10-01
7
Users open their call recordings in the Webex App desktop client from Calling > Recordings, where they can play, email or delete them.
Webex App | Access call recordings · Desktop steps · Checked 2026-10-01
8
The Webex App shows a visual indicator while a call is recorded, and parties may hear an announcement or beeps depending on administrator settings.
Webex App | Record your phone calls · Start recording steps · Checked 2026-10-01
9
Up to 200 recordings can be selected at once on the Control Hub recordings page for bulk delete or reassignment.
Manage call recording for Webex Calling · Manage call recordings in Control Hub / bulk selection · Checked 2026-10-01
10
CallCabinet recording is available only to Webex Calling customers hosted in the U.S. region.
Manage call recording for Webex Calling · CallCabinet section · Checked 2026-10-01
11
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.
Manage call recording for Webex Calling · Compliance announcement section · Checked 2026-10-01
12
The Compliance officer function is enabled for a Full Administrator from Management > Users > user > Administrator roles by checking Compliance officer under Functions.
Manage call recording for Webex Calling · Assign the compliance officer role · Checked 2026-10-01
13
For each recording announcement the administrator can keep the standard announcement or select a different one, including an uploaded .wav file.
Manage call recording for Webex Calling · Compliance announcement section / custom announcements · Checked 2026-10-01
14
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
Manage call recording for Webex Calling · Enable call recording for an organization / note under provider step · Checked 2026-10-01
15
The Webex Calling recording article states that Webex is the default call recording provider.disputed
Manage call recording for Webex Calling · Enable call recording for an organization / provider selection · Checked 2026-10-01
16
For deleted recordings the administrator can choose Purge immediately or Follow the retention policy, and the latter is available only with Pro Pack.
Ensure regulatory compliance of Webex Calling content · Configure retention policy / Deleted recording · Checked 2026-10-01
17
On a desk phone the PauseRec and ResumeRec softkeys pause and resume recording for users set to On Demand or Always with pause/resume.
Control your call recordings on your desk phone · Pause and resume a recording · Checked 2026-10-01
18
On a desk phone, users with On Demand recording start recording with the Record softkey and stop it with the StopRec softkey.
Control your call recordings on your desk phone · Start and stop a recording · Checked 2026-10-01
19
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.
Manage call recording for Webex Calling · Enable call recording for a user / notes on call direction · Checked 2026-10-01
20
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.
Manage call recording for Webex Calling · Dubber section · Checked 2026-10-01
21
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.
Manage call recording for Webex Calling · Dubber section · Checked 2026-10-01
22
Each Dubber Go recording is stored for 30 days.
Manage call recording for Webex Calling · Dubber section / Dubber Go · Checked 2026-10-01
23
With Dubber Go, only users can access and manage their own recordings from their Dubber portal.
Manage call recording for Webex Calling · Dubber section / Dubber Go · Checked 2026-10-01
24
Upgrading from Dubber Go to a paid Dubber subscription is done through Dubber Support, and on migration automatic deletion stops and unlimited retention begins.
Manage call recording for Webex Calling · Dubber section / paid subscriptions · Checked 2026-10-01
25
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.
Manage call recording for Webex Calling · Dubber section / terms of service · Checked 2026-10-01
26
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.
Manage call recording for Webex Calling · Dubber section / virtual lines · Checked 2026-10-01
27
Eleveo recording is available to Webex Calling customers hosted in the Europe and United States regions.
Manage call recording for Webex Calling · Eleveo section · Checked 2026-10-01
28
The system takes approximately 1 to 30 days to delete expired Webex Calling compliance data.
Ensure regulatory compliance of Webex Calling content · Configure retention policy / note · Checked 2026-10-01
29
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.
Manage call recording for Webex Calling · Enable call recording for an organization / Call Recording Failure · Checked 2026-10-01
30
When an auto attendant, call queue or hunt group receives a call directly, the compliance announcement plays in the language set for that feature.
Manage call recording for Webex Calling · Compliance announcement section / language note · Checked 2026-10-01
31
In Always and Always with Pause/Resume modes a call is recorded only when its direction and source are among the selected filters.
Manage call recording for Webex Calling · Enable call recording for a user / notes on recording modes · Checked 2026-10-01
32
In Webex for Government, deleted call recordings stay in a trash bin for 30 days before they are permanently purged.
Manage Call Recording with Webex Calling in Webex for Government · Storage and retention section · Checked 2026-10-01
33
In Webex for Government, the call recording provider options are Webex or None.
Manage Call Recording with Webex Calling in Webex for Government · Enable call recording for an organization · Checked 2026-10-01
34
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.
Manage call recording for Webex Calling · Limitations / audio delay note · Checked 2026-10-01
35
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.
Manage call recording for Webex Calling · Imagicle, CallCabinet, Eleveo and MiaRec sections · Checked 2026-10-01
36
Users with a Webex Calling Standard license can record only with Webex as the provider.
Manage call recording for Webex Calling · Prerequisites / license requirements · Checked 2026-10-01
37
Recording through a third-party provider requires a Webex Calling Professional license.
Manage call recording for Webex Calling · Prerequisites / license requirements · Checked 2026-10-01
38
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.
Manage call recording for Webex Calling · Enable call recording for a location · Checked 2026-10-01
39
Under Services > Calling > Features > Recording > Manage, a compliance officer can play, download, delete and reassign the owner of Webex-provider recordings.
Manage call recording for Webex Calling · Manage call recordings in Control Hub · Checked 2026-10-01
40
MiaRec recording is available only to Webex Calling customers hosted in the United States region.
Manage call recording for Webex Calling · MiaRec section · Checked 2026-10-01
41
Administrators without the Compliance officer permission see only the Delete and Reassign options for recordings.
Manage call recording for Webex Calling · Manage call recordings in Control Hub / note · Checked 2026-10-01
42
In On Demand mode a recording starts on the server when the call starts, and it is kept only if the user selects Start recording; the user can also pause and resume.
Webex App | Record your phone calls · Recording modes list / On Demand · Checked 2026-10-01
43
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.
Manage call recording for Webex Calling · Enable call recording for an organization / procedure · Checked 2026-10-01
44
Partner administrators cannot be given the Compliance officer role.
Manage call recording for Webex Calling · Assign the compliance officer role / note · Checked 2026-10-01
45
The Pause/Resume Notification setting plays either a beep or an announcement when the user pauses or resumes a recording.
Manage call recording for Webex Calling · Enable call recording for a user / Pause/Resume Notification · Checked 2026-10-01
46
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.
Manage call recording for Webex Calling · Overview / call recording providers list · Checked 2026-10-01
47
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.
Manage call recording for Webex Calling · Enable call recording for a user / Record voice messaging · Checked 2026-10-01
48
The Webex Calling feature access codes for call recording are *44 to record, *45 to stop, *48 to pause and *49 to resume.
Feature access codes for Webex Calling · Feature access code table / Call Recording rows · Checked 2026-10-01
49
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.
Manage call recording for Webex Calling · Enable call recording for a user / recording mode step · Checked 2026-10-01
50
By default a reminder tone plays every 20 seconds during a recorded call, and the interval can be set from 10 to 90 seconds.
Manage call recording for Webex Calling · Enable call recording for a user / Repeat tone · Checked 2026-10-01
51
The one-year retention described in the recording article and the 360-day default in the retention article likely describe the same default for organizations without Pro Pack.inferred
Ensure regulatory compliance of Webex Calling content · Configure retention policy, read against cisco-help-ilga4-webex-calling-recording storage and retention section · Checked 2026-10-01
52
Organization administrators must manually delete recordings created before the configurable compliance period was set.
Ensure regulatory compliance of Webex Calling content · Configure retention policy / note · Checked 2026-10-01
53
The Webex Calling recording retention period is set in Control Hub under Management > Organization settings, Data Retention section, in the Configure retention policy dialog.
Ensure regulatory compliance of Webex Calling content · Configure retention policy · Checked 2026-10-01
54
With a Pro Pack license the Webex Calling recording retention period can be set from 7 to 3,600 days; without Pro Pack it is fixed at 360 days.
Ensure regulatory compliance of Webex Calling content · Configure retention policy · Checked 2026-10-01
55
Shared lines use the call recording settings of the primary user.
Manage call recording for Webex Calling · Limitations / shared lines · Checked 2026-10-01
56
For a Standard-licensed user, Control Hub shows the call recording option only when the user's location has Webex as its recording provider.
Manage call recording for Webex Calling · Enable call recording for a user / note for Standard license · Checked 2026-10-01
57
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.
Manage call recording for Webex Calling · Enable call recording for a user / Recording start/stop announcement · Checked 2026-10-01
58
The repeat tone can be played for all participants, PSTN parties only, or internal parties only.
Manage call recording for Webex Calling · Enable call recording for a user / Play tone for · Checked 2026-10-01
59
Transcripts of Webex-provider call recordings are available only for English-language calls.
Manage call recording for Webex Calling · Transcripts note · Checked 2026-10-01
60
Recording for a user is enabled in Control Hub under Management > Users > user > Calling > User Call Experience by turning on the Call Recording toggle.
Manage call recording for Webex Calling · Enable call recording for a user · Checked 2026-10-01
61
The Webex App user guide describes an On Demand with User Initiated Start mode in which each start creates a separate recording on the server.
Webex App | Record your phone calls · Recording modes list / On Demand with User Initiated Start · Checked 2026-10-01
62
User and workspace recording settings include a View and play call recordings toggle.
Manage call recording for Webex Calling · Enable call recording for a user / optional settings · Checked 2026-10-01
63
For a virtual line assigned to a Webex App user, call recording is currently supported only in the Always mode.
Manage call recording for Webex Calling · Enable call recording for a virtual line / note · Checked 2026-10-01
64
Recording for a virtual line is enabled under Services > Calling > Virtual Lines > line > Calling > User Call Experience with the Call Recording toggle.
Manage call recording for Webex Calling · Enable call recording for a virtual line · Checked 2026-10-01
65
When Webex is the selected provider, the administrator chooses a storage region for the recordings; third-party providers do not show this option.
Manage call recording for Webex Calling · Enable call recording for an organization / Storage region step · Checked 2026-10-01
66
Webex-provider recordings are configured with a one-year retention period and 100 GB of storage per organization.
Manage call recording for Webex Calling · Webex call recording storage and retention · Checked 2026-10-01
67
Recording for a workspace is enabled under Management > Workspaces > workspace > Calling > Call Experience with the Call Recording toggle.
Manage call recording for Webex Calling · Enable call recording for a workspace · Checked 2026-10-01
68
A workspace needs a Professional license to be recorded.
Manage call recording for Webex Calling · Prerequisites / license requirements · Checked 2026-10-01
69
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.
Manage call recording for Webex Calling · sections 'Select call recording provider' and 'Enable call recording for Webex Calling users and workspaces' and 'Call recording for virtual lines' · Checked 2026-09-25
70
Users and workspaces must have a Webex Calling Professional license to record calls through a third-party recording provider.
Manage call recording for Webex Calling · section 'Compliance call recording for Webex from a certified recording provider' · Checked 2026-09-25
71
Dubber Go is included with Webex Calling user entitlements at no additional cost.
Manage call recording for Webex Calling · section 'Compliance call recording for Webex from a certified recording provider', Dubber subsection · Checked 2026-09-25
72
The Webex Calling data storage region setting covers voicemails, voicemail transcripts, call recordings, recording transcripts and faxes.
Configurable data storage region for user generated content in Webex Calling · overview section · Checked 2026-09-25
73
For an organization headquartered in India the organization-level storage region is set automatically to India and cannot be changed, though branch locations outside India may choose their own region.
Configurable data storage region for user generated content in Webex Calling · India section · Checked 2026-09-25
74
For a Saudi Arabia organization the organization-level storage region is set automatically to Saudi Arabia and cannot be changed, even if it creates branch locations outside Saudi Arabia.
Configurable data storage region for user generated content in Webex Calling · Saudi Arabia section · Checked 2026-09-25
75
The data storage region is set at organization level and applies everywhere unless a location-level setting overrides it.
Configurable data storage region for user generated content in Webex Calling · configuration section, organization and location levels · Checked 2026-09-25
76
An administrator can enable a compliance announcement ('This call may be recorded') played to PSTN parties, configurable separately for inbound and outbound PSTN calls.
Manage call recording for Webex Calling · section 'Enable compliance call recording announcement' · Checked 2026-09-25
77
The compliance announcement audio is not captured in the recording.
Manage call recording for Webex Calling · section 'Call recording behavior' · Checked 2026-09-25
78
For the Always and Always with Pause/Resume modes an administrator can limit recording by call direction: incoming, outgoing, or both.
Manage call recording for Webex Calling · section 'Enable call recording for Webex Calling users and workspaces', selective recording controls · Checked 2026-09-25
79
Emergency call recording takes precedence over the selective recording controls (direction and source filters).
Manage call recording for Webex Calling · section 'Record emergency calls' · Checked 2026-09-25
80
A user in the Always (Call Record Always) mode sees no recording controls on the desk phone.
Control your call recordings on your desk phone · note on missing recording options · Checked 2026-09-25
81
Emergency calls can be recorded even when call recording is not enabled for the line placing the call.
Enhanced Emergency Calling for Webex Calling · emergency call recording section · Checked 2026-09-25
82
Users cannot pause or stop an emergency call recording.
Enhanced Emergency Calling for Webex Calling · emergency call recording section · Checked 2026-09-25
83
Control Hub offers four call recording modes for Webex Calling users and workspaces: On Demand, Always, Always with Pause/Resume, and Never.
Manage call recording for Webex Calling · section 'Enable call recording for Webex Calling users and workspaces' · Checked 2026-09-25
84
Legal hold can preserve Webex Calling data during litigation for longer than the retention policy allows.
Ensure regulatory compliance of Webex Calling content (Calling retention) · legal hold section · Checked 2026-09-25
85
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.
Manage call recording for Webex Calling · section 'Select call recording provider', storage region step · Checked 2026-09-25
86
Call recordings appear in compliance reports only when Webex is the call recording provider.
Ensure regulatory compliance of Webex Calling content (Calling retention) · compliance officer search section · Checked 2026-09-25
87
Users see an icon on Multiplatform (MPP) phones and in the Webex App showing that a call is being recorded.
Manage call recording for Webex Calling · section 'Call recording behavior' · Checked 2026-09-25
88
In Webex for Government, deleted recordings stay visible to the administrator under Deleted recordings and are not purged until a 30-day retention policy has passed.
Manage Call Recording with Webex Calling in Webex for Government · section 'Access recordings for Webex call provider' · Checked 2026-09-25
89
Speaker identification in call recording transcripts is not currently supported for FedRAMP (Webex for Government).
Manage Call Recording with Webex Calling in Webex for Government · section 'Generate a transcript for calls recorded by Webex call provider' or 'Known issues' · Checked 2026-09-25
90
Transcripts are available only for calls recorded by the Webex provider, and only when the call is in English.
Manage call recording for Webex Calling · section 'Generate a transcript for calls recorded by Webex call provider' · Checked 2026-09-25

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up call recording in Webex Calling. WarmTransfer. https://warmtransfer.net/guides/webex-calling-call-recording-setup

BibTeX

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

Setting up call recording in Webex Calling

Before you start

What changes by situation

Step 1 Confirm licences and provider eligibility

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Step 2 Select the organization's recording provider

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Step 3 Decide what happens when recording fails

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Step 4 Set location-level providers

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Step 5 Configure the compliance announcement for PSTN callers

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Step 6 Enable recording and set the mode for each user, workspace or virtual line

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Step 7 Set per-user announcements, reminder tone and voicemail recording

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Step 8 Set storage and retention

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Step 9 Give your compliance team access

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Step 10 Test end to end

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Applicability

What remains uncertain

See also

Contrasts with