This article explains how call recordings behave when calls are forwarded or transferred to external numbers, and outlines the available options to manage recording behavior in these scenarios.

Symptom

Calls that are forwarded or transferred to external numbers continue to be recorded.

Cause

In Aircall, call recording settings apply to the entire lifecycle of a call associated with a specific Aircall number. When call recording is enabled on a number, recording starts when the call connects and ends when the call disconnects.

This behavior includes forwarded and transferred calls. Recording settings are tied to the original Aircall number, not to individual call segments, call flows, or destinations.

Resolution and available options

At this time, Aircall does not support disabling call recording only for forwarded or transferred portions of a call. However, you can use the following approaches to manage this behavior depending on your use case.

Pause recording manually

Agents can manually pause call recording before forwarding or cold transferring a call if the forwarded segment should not be recorded.

Important: This option relies on manual action by the agent and is only applicable to cold transfers.

Use warm transfers

During a warm transfer, the agent who receives the call has control over the recording option. That agent can pause or resume recording as needed during the call.

Disable recording for specific numbers

If calls forwarded to certain external numbers should never be recorded, you can disable call recording for the corresponding Aircall number.

Important: Disabling call recording affects all calls made or received on that number, including calls that are not forwarded.

Disable call recording for a specific number

Follow these steps to disable call recording on an Aircall number:

Steps

  1. Go to Aircall Dashboard > Numbers.
  2. Select the number for which you want to disable call recording.
  3. Open the Settings tab.
  4. In the Call recording section, turn off recording for both incoming and outgoing calls.
Note: Before disabling call recording, make sure this change complies with your organization’s internal policies and applicable legal or regulatory requirements.

Additional resources

For more information, see the following articles: