--- title: "Call Recording Behavior in 8x8 Contact Center" slug: "call-recording-behavior-in-8x8-contact-center" updated: 2026-09-14T16:20:20Z published: 2026-09-14T16:20:20Z canonical: "help.8x8.com/call-recording-behavior-in-8x8-contact-center" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Call Recording Behavior in 8x8 Contact Center ## Question How does call recording work in Contact Center? ## Applies To - Contact Center - Call Recording ## Answer There are three places to configure call recording for Contact Center. ### Queue Level (Inbound and Outbound) ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9191?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A41Z&se=2026-11-04T00%3A18%3A41Z&sr=c&sp=r&sig=alnJ5vzLZ9CtB%2Bl%2Fx8yqlRhSdU1z0FoDjdLdIKdo%2FUc%3D) ### Agent Level ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9192?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A41Z&se=2026-11-04T00%3A18%3A41Z&sr=c&sp=r&sig=alnJ5vzLZ9CtB%2Bl%2Fx8yqlRhSdU1z0FoDjdLdIKdo%2FUc%3D) ### IVR Level ### ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9190?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A41Z&se=2026-11-04T00%3A18%3A41Z&sr=c&sp=r&sig=alnJ5vzLZ9CtB%2Bl%2Fx8yqlRhSdU1z0FoDjdLdIKdo%2FUc%3D) ### Behaviour - Today if Queue config or Agent config is set to record 100% it will record: (aka. recording setting take precedence) - Today a call will be recorded up to the moment that we have an agent in the call - When a new **queue** is created all recordings are defaulted to 0% - When a new **agent** is created all recordings are defaulted to 0% - IVR configuration overwrites Agent/Queue configuration - IVR configuration will be valid just during the interactions that passed through a recording node - If a number, that is on the DTMF black-list, is been dialed from/to all recording settings will be ignored and no recording will happen ### Scenarios Let’s assume the following configuration - no queued call. - Agent1 configured to (0% recorded) - Agent2 configured to (100% recorded) - Rule of thumb: any setting to record will take precedence over not record. **Scenario 1 - no queued call** Agent2 is on a call with the customer - 100% been recorded Agent2 warm transfer to Agent1 - as soon as Agent2 left the call we should stop the recording **Scenario 2 - no queued call** Agent1 is on a call with the customer - 0% been recorded Agent1 warm transfer to Agent2, as soon as Agent2 answers the call, it should be recorded **Scenario 3 - no queued call** Conference scenarios, if we any an agent (with 100% recording) and join/starts a conference it should have started the recording Now let’s mix that with queue config - queue 0%. - Inbound interactions coming into queue A that is configured to (0% recorded) - Agent1 configured to (0% recorded) - Agent2 configured to (100% recorded) - Rule of thumb: any setting to record will take precedence over not record. **Scenario 1 - queued call** Agent2 is on a call with the customer - 100% been recorded (because of agent config) Agent2 warm transfer to Agent1 - as soon as Agent2 leave the call we should **stop** the recording **Scenario 2 - queued call** Agent1 is on a call with the customer - 0% been recorded (no queue or agent set to record) Agent1 warm transfer to Agent2 - as soon as Agent2 join the call we should **start** the recording **Scenario 3 - queued call** Conference scenarios originated by queueA will not be recorded until we have an agent participating in the conference with positive recording configs. Now let’s mix that with queue config - queue 100%. - Inbound interactions coming into queueA that is configured to (100% recorded) - Agent1 configured to (0% recorded) - Agent2 configured to (100% recorded) - Rule of thumb: any setting to record will take precedence over not record. **Scenario 1 - queued call** Agent2 is on a call with the customer - 100% been recorded (because of queue config and agent) Agent2 warm transfer to Agent1 - 100% been recorded (queue originated was 100%) **Scenario 2 - queued call** Agent1 is on a call with the customer - 100% been recorded (because of queue config) Agent1 warm transfer to Agent2 - 100% been recorded (queue originated was 100% and agent) **Scenario 3 - queued call** Conference scenarios that were originated by queueA will be 100% recorded. Now let’s mix that with IVR configs - Inbound interactions coming into queueA that is configured to (0% recorded) - Agent1 configured to (0% recorded) - Agent2 configured to (100% recorded) - IVR node saying 100% is recorded - Rule of thumb: IVR node overwrites all agent/queue config **Scenario 1** Inbound call via queue A Agent2 is on a call with the customer - 100% recorded because IVR config Agent2 warm transfer to Agent1 - 100% recorded because IVR config **Scenario 2** Agent1 is on a call with the customer - 100% because IVR config Agent1 warm transfer to Agent2 - 100% recorded because IVR config **Scenario 3** Conference scenarios that was originated by an inbound queue from queue A - 100% recorded because IVR config ### Additional Information If agents need to pause the call recording to avoid capturing sensitive information, they can click the pause button, then the play button to resume.