> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/operate/recording-and-interaction-data/manage-call-recordings.md).

# Manage call recordings

Configure call-recording scenarios, agent controls, and recording metadata for supported Dialogue Cloud deployments.

Use this page to review the call-recording scenarios, configuration keys, and storage behavior used for recorded conversations in Dialogue Cloud.

## Before you begin

* Confirm which call paths in your deployment are approved for recording.
* Confirm which administrators can change recording behavior and which users can access stored recordings.
* If recordings are copied to SharePoint, confirm the target document library, retention policy, and the account or app registration used for uploads.

{% hint style="warning" %}
Recording changes can affect compliance, retention, and downstream reporting. Validate the business and legal requirements for each call path before you enable, disable, or redirect recording.
{% endhint %}

## Recording scenarios

Review the recording scenarios that can affect stored recording files.

### Inbound Unified Contact Center (UCC) calls

Inbound Unified Contact Center (UCC) recording uses the following configuration keys.

| Configuration key                | Purpose                                                      | Value guidance                                                         |
| -------------------------------- | ------------------------------------------------------------ | ---------------------------------------------------------------------- |
| `UseAudioRecording`              | Enables recording for inbound Unified Contact Center calls.  | Default `False`.                                                       |
| `UseOriginalIdentityWithInbound` | Optionally changes the identity used for inbound recordings. | Use only when the customer design requires original-identity behavior. |

{% hint style="info" %}
The same settings can trigger a welcome-recording message immediately after the welcome message.
{% endhint %}

### Direct inbound calls to an agent

Direct inbound recording uses a separate combination of recording and interception settings.

| Configuration key                      | Purpose                                                              | Value guidance                                                              |
| -------------------------------------- | -------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| `UseAudioRecording`                    | Enables recording in this scenario.                                  | Default `False`.                                                            |
| `UseInboundAudioRecording`             | Enables direct inbound recording.                                    | Default `False`.                                                            |
| `EnableInboundInterception`            | Required for direct inbound recording.                               | Required from DC2024.01 for intercepted direct inbound recording.           |
| `UseOriginalIdentityWithInbound`       | Optionally changes the identity used for the recording.              | Use only when the customer design requires original-identity behavior.      |
| `AutoStartDirectInboundAudioRecording` | Controls automatic recording start for the direct inbound call path. | Default `True`; set `False` when the agent should start recording manually. |

### Direct outbound calls from an agent

Direct outbound recording uses a separate combination of recording and interception settings.

| Configuration key                 | Purpose                                                               | Value guidance                                                              |
| --------------------------------- | --------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| `UseAudioRecording`               | Enables recording in this scenario.                                   | Default `False`.                                                            |
| `UseOutboundAudioRecording`       | Enables direct outbound recording.                                    | Default `False`.                                                            |
| `EnableOutboundInterception`      | Required for direct outbound recording.                               | Required from DC2024.01 for intercepted direct outbound recording.          |
| `UseOriginalIdentityWithOutbound` | Optionally changes the identity used for the recording.               | Use only when the customer design requires original-identity behavior.      |
| `AutoStartOutboundAudioRecording` | Controls automatic recording start for the direct outbound call path. | Default `True`; set `False` when the agent should start recording manually. |

## Agent recording controls

Agents can manage an active recording when the agent-edit setting is enabled together with the scenario-specific recording setting.

`AgentCanEditAudioRecording` controls whether agents can stop, pause, or restart an active recording from a supported control surface such as WebAgent or Snapper. Default `False`. This UCC-level permission is separate from whether the WebAgent UI exposes recording controls.

| Control | Behavior                                               |
| ------- | ------------------------------------------------------ |
| Stop    | Stops the recording and cannot be restarted afterward. |
| Pause   | Pauses the recording so it can be resumed later.       |
| Restart | Resumes a paused recording.                            |

{% hint style="warning" %}
The restart control is available only while the recording is paused.
{% endhint %}

## Recording metadata in SharePoint

When recordings are copied to SharePoint, the following metadata is stored with the file.

| Field         | Description                                       |
| ------------- | ------------------------------------------------- |
| `Type`        | File type                                         |
| `Name`        | Correlation ID (GUID) generated by the platform   |
| `Modified`    | Date the recording was added                      |
| `Modified By` | Account that added the recording                  |
| `Caller`      | Uniform Resource Identifier (URI) of the customer |

## Additional recording behavior

### Per-agent subfolders

`CopyRecordingToSharePointLibrarySubFolder` can store recordings in agent-specific subfolders. Default `False`; when `True`, recordings are stored in agent subfolders instead of the library root.

`CopyRecordingToSharePointLibrarySubFolderFirstLast` controls whether the first or last agent identity is used when transfers occur. Use `FIRST` for the first agent SIP address and `LAST` for the last agent SIP address. Default `LAST`.

### Format and save behavior

`AudioRecordingFormat` controls the recording and voicemail export format. Supported source values are `Wma16Kbps`, `Wma48Kbps`, `Pcm8Khz`, and `Pcm16Khz`; default `Wma16Kbps`.

`SaveRecordingByDefault` controls whether recordings are saved at conversation end by default. Default `True`. Use this only in environments where agent or API-triggered recording behavior has been approved.

### Stop after transfer

`StopRecordingAfterTransfer` controls whether recording ends after blind or consultative transfer. Default `False`. Skill transfer, delight transfer, or leaving a group call can continue recording regardless of that setting.

### Stop after forward

`StopRecordingAfterForward` controls whether recording ends after a forward. Default `False`.

### Secure destinations

When a configured secure destination joins an audio dialogue, the platform marks the dialogue as secured. If recording is active, the recording is stopped.

While a dialogue is secured:

* recording cannot be started again for that dialogue
* supervisor actions such as listen-in are blocked
* participants that should not remain in the secured call path are removed

Use secure destinations only for call paths that have been validated with the contact-center routing and transfer design. For configuration guidance, see [Route calls and queue messages](/contact-center-configuration/building-your-callflow/route-calls-and-queue-messages.md).

## Storage considerations

Recording storage settings include SharePoint and Universal Naming Convention (UNC) path destinations. Align the selected destination with your retention, access, and compliance requirements before changing recording storage.

{% hint style="info" %}
Very large recording libraries can increase storage cost and make browsing or filtering slower for administrators.
{% endhint %}

For long-term retention or compliance scenarios, consider moving recordings from the UCC SharePoint recordings library to an alternative long-term storage location, such as Azure Blob Storage, and combine that with a retention process on the SharePoint recordings library. Microsoft 365 Power Automate can be used as an automation option when it is approved for the customer environment.

Do not start new recording-retention designs based on SharePoint Information Management Policies. Microsoft has announced retirement of that SharePoint feature path; use the customer's approved Microsoft Purview Data Lifecycle Management or automation approach instead.

If historical Power BI reports link to recording files, keep the original recording file name and extension unchanged when moving files. The report logic depends on the Correlation ID-based file name to resolve the correct recording link.

## Dialogue Insights reporting impact

Dialogue Details can show a recording download link when the recording file for the dialogue is saved and available. If the link is missing, check recording storage before treating the issue as a reporting problem.

## Configuration and reference ownership

Use Contact center configuration for the native setting path. This Operate page owns operational, storage, retention, and compliance guidance.

{% content-ref url="/spaces/gIhRKIrtrwqPt8cNlAy6/pages/GPmS80qb4nnck1OqlN4w" %}
[Service and Contact Center Settings](/contact-center-configuration/service-and-contact-center-settings.md)
{% endcontent-ref %}

Use Product reference when interpreting the recording fields exposed by the Power BI Template.

{% content-ref url="/spaces/scZpnEdBjDgQmlVn1iLr/pages/1yljYNPjDbEaLoVvXDYD#dialogue" %}
[Power BI Template data reference](/product-reference/reporting-and-power-bi/power-bi-template-data-reference.md#dialogue)
{% endcontent-ref %}


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