Call recording is one of the most powerful tools for quality assurance, training, and compliance. However, setting it up correctly—and understanding who has control over what—often raises questions.
Whether you need to capture every inbound conversation for regulatory compliance or simply want your team to have the flexibility to record a quick sync, RingCentral Community has you covered.
Below are the guide and information you need to enable call recording, followed by answers to the most frequently asked questions in the community.
How to Enable Call Recording
To set up or change company-wide recording behaviors, you must use the RingCentral Admin Portal.
Admin vs. User Availability: These enabling steps are strictly for Administrators. Individual standard users cannot turn on company-wide automatic or on-demand recording features for themselves; they can only utilize the on-demand recording feature during a call if an admin has enabled it for their extension.
Setting Up On-Demand Call Recording
On-demand recording allows users to manually start and stop a recording by pressing a button during a live call.
- Sign in to the Admin Portal
- Click the Phone System tab
- In the left panel, click Company Call handling
- If you have multi-site support, go to Setting up on-demand call recording by site
- Under Call recording, click the on-demand call recording toggle on, or click the Arrow icon to open the Call Recording settings to turn it on
To view the full setup of the on-demand call recording, view Turning on on-demand or automatic call recording in the Admin Portal | On-demand
Setting Up Automatic Call Recording (ACR)
Automatic call recording ensures that every incoming and outgoing call starts recording immediately when it connects.
Plan Prerequisite: Automatic Call Recording is exclusively available for RingCentral accounts on Advanced and Ultra plans. This will also be available to admins of the account.
- Sign in to the Admin Portal
- Click the Phone System tab
- In the left panel, click Company Call handling.
- If you have multi-site support, go to Setting up on-demand call recording by site
- Under Call recording, click the Automatic call recording toggle on, or click the Arrow icon to open the Call Recording settings to turn it on.
To view the full setup of the automatic call recording, view Turning on on-demand or automatic call recording in the Admin Portal | Automatic
Community FAQs: Most Asked Questions About Call Recording
Q: Can I use both Automatic and On-Demand recording at the same time?
A: Yes, both can be active on your account, but they cannot run simultaneously on the same call.
Automatic call recording always takes priority. If an extension is configured for automatic recording, the system will record the entire call start-to-finish, and the manual "Record" button for on-demand recording will be unavailable for that call.
Q: How long are my call recordings stored?
A: By default, standard on-demand call recordings are saved in the cloud for 90 days. You can learn more about the data retention policy here.
Q: How do standard users record a call dynamically?
A: If an administrator has granted permission by turning on on-demand recording, a standard user can record dynamically through the RingCentral desktop, web, or mobile app:
- During a live call, click or tap the More button.
- Select Record from the dropdown menu. A recording icon will appear at the top of the window to confirm it is active.
- Click the icon or go back to More > Stop recording to finish.
The audio file will be saved directly to that user's personal Call recordings tab within their application.
Q: How to check their recording status | How to delete recordings?
A: To manage call recording, view this article: Managing call recordings in the RingCentral app and Admin Portal
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