Learn / Guides·Guide·6 min read
Call recording and consent announcements
Turn recording on or off, play a consent announcement before connect, and set retention to 30, 90, 365, or a custom number of days.
Recording is useful for coaching. It is also a policy decision. Dialcove keeps that decision on Hours & greeting — not buried in a carrier console.
After sign-in, Help phrases “call recording”, “recording consent”, and “retention” open Hours & greeting. This guide is the public walkthrough.
What you set
An admin opens Hours & greeting (left nav, or Help → recording consent):
- Record calls — on by default. Off skips conversation recording on inbound and outbound Dial. Mailbox messages still record.
- Retention — 30, 90, 365, or a custom number of days. Recordings and Reports show the policy. This host does not automatically delete older files.
- Require caller consent announcement — edit the spoken line, or Record a short prompt. Live inbound Dial plays that Say or Play before Dialcove connects or records only when Record calls is also on. Consent-on + recording-off does not play the Dial announcement.
Save. When both recording and the announcement are on, the Floor softphone and Reports show Recording · consent on. That badge is a policy indicator — not a compliance certification. Dialcove does not mark calls stored, consented, or compliant when recording is off.
What callers hear
Callers hear the announcement first — only when Record calls and the announcement are both on. Then the queue rings, the attendant gathers a digit, or after-hours voicemail starts — depending on hours and the published IVR. The announcement is not a substitute for your own counsel on two-party consent. It is the line Dialcove will speak when you turn both switches on.
Where the audio lives
Admins and supervisors open Recordings for the coaching library. Agents play audio from a call they were on in the Call log. Speech-to-text uses Conversation Intelligence when that service is configured; otherwise the Floor shows a demo transcript tied to the call id.
The feature list on Features matches this page. The recording band on Home is the short version.
Related
- Hours, greeting, and after-hours forward live on the same settings page as recording.
- Auto-attendant and IVR — the menu that runs after the announcement.
- Inbound cloud phone system for call-center teams — how recording sits next to queues and SMS.