Ringover call recording options allow you to capture, manage, and review client and internal interactions according to your operational needs and legal requirements. In this guide, you’ll learn what each recording option is, when to use it for your team, and where to find detailed setup guides.
Understand and choose the right Ringover call recording options
1. Direct Line Call Recording (User-Level)
Capture conversations on individual team member lines automatically or on demand.
- What it is: A setting enabled per user that automatically records all incoming and outgoing calls on their direct line, or gives the agent the option to start and stop recordings manually.
- When to use it: Ideal for sales representatives, account managers, and support agents who handle direct client calls and need a complete history of discussions for coaching, dispute resolution, or compliance.
Detailed Setup Guide:
2. IVR Call Recording
Capture calls routed through your company's Interactive Voice Response (IVR) phone system.
- What it is: System-level recording configured directly within your IVR scenarios, capturing incoming, outgoing, or all calls routed through your main phone menus.
- When to use it: Best for centralized customer service desks, support hotlines, or sales reception numbers where calls are distributed across teams via phone menus.
Detailed Setup Guide: 🔗 How to activate IVR call recording
3. Unilateral Call Recording & Transcription
Capture only your agent's audio stream and transcription during a call.
- What it is: An advanced setting where Ringover records and transcribes only the agent's side of the conversation while leaving the caller's audio unrecorded.
-
When to use it:
- Storage optimization: Reduces storage usage by saving only half the audio stream.
- Privacy compliance: Allows you to evaluate agent performance, script adherence, and tone without recording caller audio or handling caller consent restrictions.
Detailed Setup Guide: 🔗 How to activate the unilateral call recording
4. Internal Call Recording (Intra-Team)
Record intra-Ringover communications between employees.
- What it is: A global setting that enables recording for internal calls between team members (which are disabled by default in Ringover).
- When to use it: Useful for internal peer-to-peer training, team alignment meetings, and quality audits of internal handoffs, provided employees give consent in accordance with workplace regulations.
Detailed Setup Guide: 🔗 How to activate internal call recording
5. Selective Call Recording (Recording Volume / Percentage)
Record a randomized percentage of your total call volume instead of 100% of calls.
- What it is: A configuration option on IVRs or individual user permissions that automatically records a set proportion of calls (e.g., 5%, 30%, or 100%).
-
When to use it:
- Workplace compliance (CNIL/GDPR): In jurisdictions where continuous (100%) workplace recording is restricted, selective recording provides legal compliance while maintaining quality evaluations.
- Targeted QA audits: Allows managers to sample a representative cross-section of calls without overwhelming storage or review capacity.
Detailed Setup Guide: 🔗 How to set a call recording volume
6. Call Recording Announcements & Welcome Messages
Inform callers that their conversation may be recorded before connecting.
- What it is: Custom audio announcements (created via MP3 upload, text-to-speech, or voice recording) played at the start of an IVR or queue.
- When to use it: Essential for legal disclosure and caller consent compliance (e.g., informing callers: "This call may be recorded for training and quality purposes") before recording begins.
Detailed Setup Guide:
🎉 You now know the key differences between Ringover's call recording options and can select the right configuration for your business needs and legal compliance!