Flow level override of contact centre recording policy

Verified 2026-09-05 · 22 claims · sources tier 2 · 1 disputed

Also known as Continue On Transfer, Purge Recordings Policy Control, Recording Control activity, recording consent.

Webex Contact Center documents call-recording enablement as configurable at 3 named levels: tenant, queue, and recording schedule 12. Setting the consent configuration within a flow provides direct control over whether a call is recorded 6​5.

Flow precedence and configuration levels

In the field, the Recording Control activity's own documentation never uses the word override, stating instead that priority is given to the user consent setting in the flow 3. Setting the flow's consent configuration to Yes records the call regardless of the configuration set at tenant, queue, or recording schedule level 6. Setting the flow's consent configuration to No means the call is not recorded regardless of the configuration set at tenant, queue or recording schedule level 5. When consent is not configured in the flow, a Yes at any 1 of the tenant, queue, or recording schedule levels records the call 13.

Sources disagree, however, as the recording-schedules article states an ordered resolution where a matching active schedule decides, and Contact Center evaluates queue settings and then tenant settings only when no schedule matches 11.

Scope of flow-level precedence

The flow-level precedence covers only the decision whether to record 9. Continue On Transfer, Pause Resume Enabled, and Pause Duration continue to follow the tenant, queue, and recording schedule hierarchy 9.

Consent reporting and activity outputs

Whether a recording consent decision is ever reportable is a flow-design choice, with Cisco directing authors to use a global variable to generate a consent report and a local variable when they do not want to capture it 4. The Recording Control activity has no output variables of its own, meaning nothing emitted by the activity itself can be hooked to a record of the decision 2. Furthermore, neither the recording-schedules article nor the retention and purge article contains the word audit or the word log anywhere in its body 8.

Retention and boundary behaviors

Neither article states what happens to an in-progress recording when a recording schedule's time window ends while the call is still active 10. Additionally, neither article states whether a recording created because the flow forced recording on—against a tenant, queue, or schedule setting of No—is retained or purged any differently from an ordinarily authorised recording 7.

See also

See also The Webex Contact Center Flow Designer activity set.
See also Who can change a recording and what happens at a transfer.
See also Webex Contact Center recording and contact data retention.
See also What the Control Hub administrator activity log records.
See also Agent and supervisor recording controls in Webex Contact Center.
See also What a transfer does to a recording a transcript and a summary.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

Sources disagree on which of the two stated recording precedence rules governs when resolving tenant, queue, and schedule levels 11​13. Neither article states what happens to an in-progress recording when the schedule window closes while a call remains active 10. Whether any Control Hub article documents an audit log for recording policy is not covered by any claim in this article. Whether a supervisor can start or stop recording live during a call is not covered by any claim in this article. Whether Continue On Transfer and Stop recording on transferred calls are one control is not covered by any claim in this article.

WarmTransfer. (2026, September 5). Flow level override of contact centre recording policy. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-recording-policy-override

@misc{warmtransfer-wxcc-recording-policy-override,
  title  = {Flow level override of contact centre recording policy},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-recording-policy-override},
  note   = {Verified 2026-09-05}
}