Recording calls

For supervising and monitoring purposes, you can record incoming and outgoing calls to and from the extensions matching the caller number patterns or dialed number patterns you set. You can also select the recorded file format and archive the recorded calls.

For details about feature codes for recording phone calls, see Mid-Call/DTMF Codes.

This topic includes:

• Configuring call recordings
• Archiving recorded calls
• Setting the recorded file format

Configuring call recordings

Call Feature > Call Recording > Policy allows you to configure call recordings by creating, editing, removing, saving, or viewing a recording.

GUI field	Description
View Recordings	Click to view, listen, search, or save the recordings. You can also do so by going to Status > Storage > Recorded Calls. For details, see Playing and downloading recorded calls.
Enabled	Select to activate this call recording service.
Name	The name of the call recording service.
Description	Information of call recording configuration.

To configure a call recording

1. Go to Call Feature > Call Recording > Policy.
2. Click New.

   GUI field	Description
   Enabled	Select to activate this configuration.
   Name	Enter a name for this configuration.
   Description	Select the category of calls you want to record: by phone number, department, user group, trunk, or queue.
   Caller number pattern	This option appears if you select By Phone Number for Description. Enter the number pattern to match the callers’ phone numbers following the pattern: ^[0-9XNZ]*[^\.]*$ where X=(0-9), Z=(1-9), and N=(2-9). For more information, see Configuring PBX options. The phone calls from the numbers matching the pattern will be recorded.
   Dialed number pattern	This option appears if you select By Phone Number for Description. Enter the number pattern to match the dialed phone numbers following the pattern: ^[^_][0-9XNZ\.]*$ where X=(0-9), Z=(1-9), and N=(2-9). For more information, see Configuring PBX options. The phone calls to the numbers matching the pattern will be recorded.
   Department	This option appears if you select By Department for Description. Select the extension department of which you want to record the calls. You can add a new department or modify an existing one. For more information, see Creating extension departments.
   Group	This option appears if you select By User Group for Description. Select the user group of which you want to record the calls. You can add a new group or modify an existing one. For more information, see Creating user groups.
   Trunk	This option appears if you select By Trunk for Description. Select the trunk of which you want to record the calls. You can add a new trunk or modify an existing one. For more information, see Configuring trunks.
   Queue	This option appears if you select By Queue for Description. Select the call queue of which you want to record the calls. For more information, see Creating call queues and queue groups.
   Direction	This option appears if you select By Queue for Description. Select the direction of call queue of which you want to record the calls.
   Record ratio	Enter the percentage of calls that you want to record. This value is a rolling percentage. In the following example scenario, FortiVoice records 50% of calls: Set the record ratio at 50. With a system that has no recorded calls, you are at 0% of recorded calls. The system records the first call. With the first call recorded, the record ratio is now at 100%. To reach the 50% record ratio, the system will not record the second call. With the record ratio at 50%, the system does not record the third call and the record ratio drops below 50%. With the record ratio below 50%, the system records the fourth call to achieve the 50% ratio again. To summarize this example scenario, the system has received 4 calls and recorded 2 calls to achieve the recorded ratio of 50%. The following settings can have an effect on the recorded call storage: Retention duration Archiving recorded calls Setting the recorded file format
   Retention duration	Enter the days for which you want to keep the recordings.
   File name format	Select the format of the downloaded recorded call files generated under this policy. The file format is useful when you filter downloaded recorded call files in Monitor > Storage. See Viewing recorded call and fax storage.

3. Click Create.

Archiving recorded calls

Configure the settings to archive the recorded calls.

To configure the recording archive settings

1. Go to Call Feature > Call Recording > Archive.
2. Configure the following:

   GUI field	Description
   Rotation Setting
   Recording rotation size Recoding rotation time	Enter the recorded file rotation size and time. When the file reaches either the rotation size or time specified, whichever comes first, the archiving file is automatically renamed. The FortiVoice unit generates a new file, where it continues saving recording archives. You can access all rotated files through search.
   Archiving options when disk quota is full	Specify what the FortiVoice unit should do if it runs out of disk space. Select Overwrite to remove the oldest archived folder in order to make space for the new archive, or select Do Not Archive to stop archiving more recorded calls.
   Destination Setting
   Destination	Select an archiving destination: Local: The FortiVoice unit’s local hard drive or a NAS server. Remote: A remote FTP or SFTP storage server.
   Local disk quota	If Local is the archiving destination, enter the disk space quota. The total disk quota for archiving calls cannot exceed 50% of the total storage disk size. For example, if the storage disk has a size of 100 GB, a maximum of 50 GB can be used for call archiving. If this quota is met and a new call must be archived, the FortiVoice unit either automatically removes the oldest call archive folder in order to make space for the new archive or stops archiving, depending on the Setting you specify under Rotation Setting.
   If Remote is the archiving destination, configure the following:
   Protocol	Select the protocol that the FortiVoice unit will use to connect to the remote storage server, either SFTP or FTP.
   IP address	Enter the IP address of the remote storage server.
   User name	Enter the user name of an account the FortiVoice unit will use to access the remote storage server, such as FortiVoice.
   Password	Enter the password for the user name of the account on the remote storage server.
   Remote directory	Enter the directory path on the remote storage server where the FortiVoice unit will store archived calls, such as /home/fortivoice/call-archives.
   Remote cache quota	Enter the FortiVoice cache quota that is allowed to be used for remote host archiving. The total cache quota for archiving calls cannot exceed 20% of the total storage disk size. For example, if the storage disk has a size of 100 GB, a maximum of 20 GB can be used for call archiving. If this quota is met and a new call must be archived, the FortiVoice unit either automatically removes the oldest call archive folder in order to make space for the new archive or stops archiving, depending on the Setting you specify under Rotation Setting.
   Schedule	Select a schedule for the archiving. Click Edit to modify the selected schedule or click New to configure a new one.

3. Click Apply.

Setting the recorded file format

Select the format for recording calls. Recording bit rate is the number of bits that are conveyed or processed per unit of time.

To set the recorded file format

1. Go to Call Feature > Call Recording > Setting.
2. Select the recording bitrate setting: Standard or Low Rate.
3. Click Apply.