How to Enable and Manage Call Recording in Sierra Dialer

Access Dialer Settings:

Go to your Sierra admin panel and navigate to Dialer Settings.
Enable Call Recording:

Toggle “Allow Call Recording” to turn on call recording for your entire account.
Configure Recording Options:
- Save Recording by Default:
  - Enabled: All calls default to saving recordings regardless of outcome.
  - Disabled: Only calls with certain outcomes default to save.
  - Note: Users can still manually choose to save or not save a call recording.
- Enable Pre-Recording Consent Message (Recommended):
  - When enabled, callers will hear:
    
    “This call may be recorded for quality assurance purposes. By continuing the conversation, you are consenting to being recorded.”
- Set Retention Period:
  - Choose how long recordings will be stored before automatic deletion.
  - Available retention options now include:
    - 1 Week
    - 1 Month
    - 3 Months
    - 9 Months
    - 1 Year
    - 2 Years
    - 3 Years
    - 4 Years
    - 5 Years
    - 6 Years
    - 7 Years
    - Indefinitely

Enable the consent message if operating in or calling into a two-party consent state.
Train your team on logging and saving recordings responsibly.
Review recordings regularly for training, QA, and coaching purposes.

Recordings not saving automatically: Check if “Save by Default” is disabled. Users must manually select to save.
Consent message not playing: Confirm it is enabled in the Dialer settings and test with both inbound and outbound calls.

Q: Does enabling call recording affect all users?

Yes. It is an account-wide setting.

Q: What happens if I disable “Save Call Recording by Default”?

Recordings will only be saved by default for select outcomes; users must manually save others.

Q: Can I access deleted recordings?

No. Once a recording’s retention period expires, it is permanently deleted.

Enable account-wide call recording and customize settings like consent messages and retention periods.