Managed Voice / Auto Attendant (IVR)

Menu Call Recording

Call recording can start the moment a call enters your auto attendant (the automated menu system — see Glossary), capturing the full interaction — the greeting, the caller’s menu selections, and everything that follows — not just the portion after a human picks up.

Why would we want to record the menu portion, not just the live conversation?

It gives you a complete record of the caller’s path through the system: what they heard, what they pressed, and where the system routed them before a person ever steps in. Specifically, that’s useful for troubleshooting a confusing menu, confirming a compliance disclosure actually played, or understanding drop-off points where callers hang up before reaching anyone.

Does this apply to every call, or can we choose which ones?

You can record everything, or scope it — by number, by department, or by time of day — depending on what you actually need. Businesses in regulated industries often record everything by default; others record selectively.

Where do recordings from the menu portion go?

Instead, we store them alongside the rest of the call’s recording as one continuous file. They appear in the same call timeline and reporting as any other recorded call, so there’s nothing separate to manage.

Do we need to tell callers we’re recording them?

In many jurisdictions, yes. The system can play a disclosure message (“this call may be recorded for quality purposes”) automatically at the start of the menu. That way, we handle the requirement consistently without relying on staff to remember it.

How long do we keep these recordings, and who can access them?

Retention length and access permissions are configurable to match your policies. See Call Recording Retention & Access Controls for the full breakdown.