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Documentation › Phone system

Call recording

Keep a copy of the conversations that matter — recorded automatically when a call is answered, and a click away when you need to hear one again.

Last updated 19 September 2026

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At a glance

  • Every answered call is recorded automatically — in, out and between extensions. Nobody has to press anything.
  • Only answered calls are kept. A call that rang out leaves no file.
  • Play any recording from the call report, or from the extension's own list, and download it as a WAV file.
  • Tell callers they may be recorded — your greeting is the simplest place.
  • On Medium and Large, with 10 GB and 100 GB of recording and voicemail storage.

On this page:

  1. How recording works
  2. Which calls are recorded
  3. Find a call and play it
  4. One extension's recordings
  5. Tell your callers
  6. Storage, access and deleting
  7. Questions

1How recording works

There is nothing to switch on for each call. When a call rings a person or a team, or leaves for an outside number, Filantis gets ready to record; the moment someone answers, both voices are recorded until the call ends, and the file is filed against the call.

A call to an extension is recorded from the moment it is answered until hang-up, then appears on the call report Call for 1004 Answered? recorder is ready YES Recording both voices Saved on the CDR NO Nothing saved the call is still logged 14:32 · 1004 ↔ +91 98290 12345 04:12 · WAV · download
Answered means recorded. Every call, recorded or not, still appears on the call report.

2Which calls are recorded

CallFor example
✓Calls between extensionsColleague to colleague, desk to app, branch to branch
✓Outside calls to a personA phone number, dial route or menu key pointed at an extension
✓Calls to a teamA department, or a call menu's Ring to Department step — filed under whoever answered
✓Forwarded callsRecorded where they are finally answered
✓Outgoing callsCalls that leave through your carrier
–Calls nobody answeredNothing was said, so nothing is kept

Recording is part of the Medium and Large sizes. On other sizes every call is still listed on the call report — just without a recording.

3Find a call and play it

  1. Open CDR in the sidebar, under Reports & Access. Every call is listed, newest first.
  2. Narrow it down with Date From, Date To, Caller or Destination until you find the call.
  3. A recorded call has a play button. Click it to listen in the page, or open the call's details to see who spoke, for how long, and play it there.

4One extension's recordings

On Phone & Extensions → Extensions, the red recordings button on a row opens that extension's own list: a calendar of the days with recordings, then each call's Time, Direction, Other party and Duration, with a player and a Delete button.

An extension's list holds the calls it made and the outside calls it answered. For anything else — a call between two colleagues, seen from the one who was rung — search the CDR, which shows every recorded call.

5Tell your callers

In many countries you must tell people before you record them, and it is good manners everywhere. Add one sentence to the greeting your callers already hear:

“Thank you for calling Hotel Aravali. Calls may be recorded for training and quality.”

Record it on Settings → Voice Prompts and choose it as the Play Welcome Prompt of your call menu. Tell staff too: their calls with each other are recorded as well.

Rules on recording calls differ between countries and industries. This guide is not legal advice — check what applies to your business.

6Storage, access and deleting

Storage

Recordings and voicemail share your plan's storage: 10 GB on Medium, 100 GB on Large. A minute of call takes roughly 1 MB.

Who can listen

Only people who can open CDR or Extensions. Grant or remove that on Settings → Permissions.

Deleting

Delete on the extension's recordings list removes the file for good. Download anything you must keep first.

7Questions

Can staff pause or stop a recording?

No. Recording runs for the whole answered call, so the record is complete. That is also why callers should be told at the start.

Can I switch recording off for one person?

Not today — every extension call is recorded the same way. Write to us if you need an exception; we are collecting requests.

What format are the files?

WAV, which plays in every browser and media player and can be attached to an email.

Are video meetings recorded?

Meeting rooms have their own recording tick box, on Call Control → Meeting Rooms.

Every word, on the record

Settle a disputed booking, coach a new receptionist, or check what was promised — Filantis keeps the conversation beside the call, the customer and the invoice.

  • AutomaticNothing to remember to press.
  • SearchableFind a call by date, person or number.
  • PrivateOnly the people you choose can listen.
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What to do next

Make sure unanswered calls are caught in Voicemail and greetings, and read how callers are routed out of hours in Office hours and holidays.

Still stuck?

Write to hello@filantis.com with your workspace name and what you were trying to do.