Symptom
When calls are forwarded to external numbers, they continue to be recorded.
Cause
In Aircall, the call recording feature applies to the entire call lifecycle for a given number. Once call recording is activated for a number, it records every call from connection to disconnection. This includes forwarded and transferred calls, as the recording settings are tied to the original Aircall number and not specific call segments or flows.
Solution
Currently, it is not possible to disable call recording solely for forwarded or transferred segments of a call in Aircall. However, there are a few steps you can take to manage this scenario:
- Pause Recordings Manually: Ensure agents are trained to pause the call recording before initiating a cold transfer or forwarding the call if they do not want the forwarded call to be recorded. Note that this method relies on manual action by the agent and is only applicable to cold transfers.
- Warm Transfers: For warm transfers, the agent receiving the transfer has the ability to control the recording option and can pause it as needed.
- Disabling Recording for Specific Numbers: If forwarded calls to certain external numbers should never be recorded, consider disabling call recording for those specific Aircall numbers.
To disable call recording for a specific number, follow these steps:
- Log in to the Aircall Dashboard.
- Navigate to the Numbers section in the left-hand navigation bar.
- Select the number for which you want to disable call recording.
- Go to the Settings tab.
- In the Call recording section, toggle off the recording options for both incoming and outgoing calls.
It is important to ensure that disabling call recording for a number complies with your organization's policies and legal requirements.
Additional Information
For more detailed information on related topics, please refer to the following articles: