In this guide, you can learn how recordings are handled during call transfers in Zylinc Cloud and how to configure rules that control when recordings are allowed to continue.
This feature helps ensure compliance, especially when calls are transferred to external parties.
Recording behaviour now depends on the transfer type. Recordings automatically continue when calls are transferred to agents or queues. These transfer types are always treated as internal transfers.
If a call is transferred directly to a phone number, the recording stops automatically — unless the number is allowed through a recording filter. Phone numbers are treated as external destinations by default.
This reduces the risk of recording people who may not be aware that the conversation is being recorded.
Before you begin
Make sure that:
- You know and have read our End Customer Terms, so you are familiar with your legal responsibilities regarding call recording
- Call Recording is enabled
- You have administrator access to Configuration Manager
- Contacts exist in Zylinc
- Contacts contain supported phone numbers/endpoints
Understand recording behaviour during transfers
Recording behaviour now depends on the transfer type.
Internal transfers
Recordings automatically continue during internal transfers.
For example, an agent transfers a call to another agent using Agent Transfer or to a queue using Queue Transfer. In both cases, the recording continues automatically.
Transfers to phone numbers
When a call is transferred directly to a phone number, the recording stops automatically.
For example, an agent transfers a call to an external partner. The recording will then stop automatically.
Important: Agent phone numbers
An agent’s phone number is not automatically treated as internal.
If a call is transferred directly to an agent’s phone number, the recording stops by default.
To allow recording to continue, the number must match an Allow Recording filter.
Configure Recording Filters
Recording Filters control whether recordings are allowed to continue during transfers.
You can create:
- Allow Recording filters
- Deny Recording filters
Allow an 'Allow eller Deny' filter
- Open Configuration Manager
Go to Configuration → Recording Filters
Select Create New
- Indtast et navn på filteret
- Choose filtertype:
- User Tag
- Email Domain
- Select a Filter Value, for example an email domain such as (@zylinc.com)
- Select:
- Allow Recording
eller Deny Recording
- Choose which endpoint-type the filter should applu to
- Click Save
You can allow recording for:
- Internal support users
- Approved partner organizations
- Specific phone numbers
Filter priority
Filters are evaluated in the following order:
- Allow filters
- Deny filters
Please note that Deny filters always override Allow filters.
| Filtertype | Match | Resultat |
|---|---|---|
| Allow | @company.com | Recording allowed |
| Deny | HR tag | Recording blocked |
If a contact matches both filters, the recording stops.
How contacts are evaluated
Recording Filters only apply to contacts that exist in Zylinc.
A contact matches a filter when:
- The contact exists in Zylinc
- The contact has supported endpoints
- The contact matches the configured filter criteria
Supported criteria include Tags and Email Domains as shown above.
Filter membership updates automatically if contact information changes.
Recording behaviour examples
| Scenario | Result |
|---|---|
| Transfer using Agent Transfer | Recording continues |
| Transfer using Queue Transfer | Recording continues |
| Transfer to phone number | Recording stops |
| Phone number matches Allow filter | Recording continues |
| Phone number matches Deny filter | Recording stops |
What happens when recording stops?
When a recording stops during a transfer, processing begins immediately, including transcription.
Summaries and transcripts become available right away.
This means you do not need to wait for the transferred call to end before reviewing the recording material.
Troubleshooting
Recording stopped unexpectedly
Possible causes:
- The call was transferred to a phone number
- The destination does not match an Allow filter
- The destination matches a Deny filter
Verify which transfer type was used. Review the Allow and Deny filters and confirm that the destination matches the expected criteria.
Recording continued unexpectedly
Possible causes:
- The destination matches an Allow filter
- The transfer was performed as an internal transfer
- No Deny filters override the result
Review the filter configuration and verify how the transfer was performed.
Changes did not take effect
The configuration may not have been saved.
Click Save after making changes to Recording Filters.