Recording

Call recording in VICIdial captures the audio of agent-customer conversations for quality control, compliance documentation, training, and dispute resolution. VICIdial records calls server-side by capturing the mixed audio from the ConfBridge conference, ensuring both sides of the conversation are recorded regardless of the agent’s phone type.

How It Works in VICIdial

Recording behavior is controlled by the campaign_recording setting, which offers several modes: ALL (record every call), ALLFORCE (record and prevent agents from pausing), ONDEMAND (agents start recording manually), and percentage-based sampling. When a call is recorded, Asterisk captures the conference audio using the MixMonitor or Monitor application.

Recordings are saved as audio files (WAV or MP3, depending on codec and compression settings) on the VICIdial server’s local filesystem or a network-mounted storage volume. Each recording is linked in the database to the call’s metadata — agent, lead, campaign, disposition, timestamp, and duration.

VICIdial’s recording search interface allows supervisors to find recordings by agent, date range, phone number, campaign, or disposition. Recordings can be played back through the admin panel, downloaded for offline review, or accessed through the Non-Agent API for integration with external quality control systems.

Why It Matters

Call recording is essential for regulatory compliance, quality assurance, and liability protection. Many industries require call recording by law, and virtually all sales organizations use recordings for agent training and performance evaluation. In dispute situations, recordings provide objective evidence of what was communicated.

Recording storage grows rapidly at scale — a 200-agent center generates approximately 50-100 GB of recordings per day. Planning for storage capacity, implementing retention policies, and archiving older recordings are operational necessities. See the AI quality control feature page for automated recording analysis capabilities.