Call Recording CORE and PRO Settings

Providing your UCX Platform is equipped with a Recording CORE or PRO license, either based on channels or users, you can access the left-menu panel Settings web page. See below screenshot sample:

Download audit logs

Audit Logs feature collects and stores detailed information about key actions performed by user and administrators, including timestamps, user identity, IP address, application context, action type, and specific operation details.

All above actions are stored in a CSV file with format (text/csv), including the following columns:

Top CSV header line includes the field names:

Date,Email,IpAddress,AppName,ActionType,Details

Logged Actions

The Audit CSV file includes all the following action categories:

Time Format & Filters

By hitting Download audit logs button, the admin can choose a time range to filter data before export.

All timestamps are represented in UTC.

Data Management

This panel includes several settings related to the recording storage, its retention period and required permissions to delete entries.

Recording retention

This section allows to setup the overall recordings retention period for all recording-enabled users. Typically, you can keep the default “Keep forever” value, because Imagicle provided unlimited storage within its Cloud. To adhere local regulations, you can set a maximum recording retention time in days or hours by clicking on relevant panel:

Extra retention (legal hold)

In this section, you can enable recordings tagging for an additional retention time. If you click on this panel, you can either disable the feature, enable it for an additional retention period in days or enable it for unlimited retention. See below sample:

This rule is applied to those recordings which have been tagged by users for legal hold by hitting icon from Recordings page. Each conversation tagged for legal hold displays icon on top header.

Recording deletion policy

This feature allows Call Recording administrators to define who can delete recordings within the application. At a glance, the subtitle beneath the card title shows who is currently allowed to delete recordings.

Clicking the card opens a pop-up window where administrator can review and update the recordings deletion policy.

There are two main choices: no one can delete recordings, or users can delete recordings.

Selecting No-one can delete recordings enables the row beneath it (otherwise disabled) that makes this choice irreversible. Once that option is applied, no user can manually delete recordings and no administrator can change the policy again; the only way to reverse it is by contacting the Imagicle Support.

Selecting Users can delete recordings enables three checkboxes that define who may delete recordings. These scopes can be combined in any possible way, providing at least one is selected:

• Users can delete their own recordings — each user may delete only own recordings.

• Supervisors can delete supervised recordings — supervisor may delete recordings belonging to users in the group he supervises.

• Administrators can delete all recordings — administrators may delete any recording in the organization.

By default, manual recording deletion is enabled with users can delete their own recordings, and administrators can delete all recordings selected.

When the administrator chooses to disable manual deletion and confirms the update, a confirmation dialog is shown before the change is applied. If the irreversible option is also selected, a stronger confirmation dialog appears, warning that the policy will become permanently locked and can only be changed afterward by contacting Imagicle Support.

From the confirmation dialog, Disable applies the change, while Back to details closes the confirmation and reopens the policy editor with the previous preserved selections.

Once the policy is applied by admin, the user with a low permission level displays a grayed-out “trash” icon, not allowing to manually remove the recorded conversations.

If a recording has been tagged for a longer retention (legal hold), it can’t be manually deleted.

Microsoft Teams Recorder

This section allows to setup the MS-Teams Call Recording scope, such us call direction and traffic type, and populate a black list of phone numbers NOT to be recorded.

Recording filters

This panel enables administrator to decide which call types to be recorded at global level: Group/meeting and unparked calls, internal/external calls and inbound/outbound calls. See below:

Recording blacklist

This panel allows to populate a table with phone numbers/ranges that you wish to deny the recording. The application applies the blacklist rule to both calling party and called party numbers. See below:

Special wildcard characters can be added in each phone number:

• + can be used at the beginning to indicate an international prefix (e.g. +39! excludes all numbers starting with +39);

• * and # symbols, commonly used in telephone dialing;

• X matches any single digit (e.g. 90XX excludes all 4-digit numbers starting with 90);

• . matches any digit, *, or # (e.g. 90.. excludes numbers like 9012, 90*#, 901*);

• ! matches any sequence of digits (e.g. 9! excludes all numbers starting with 9);

Recording policy

Recording policy defines whether recordings are automatic (always-on) or selective (on-demand).

The administrator can filter for the following value:

1. Default Policy:

   • Always on → All user calls are automatically recorded;

   • On demand (default) → Users can manually start/stop their recordings.

2. Recording limit for users with Always On policy - The administrator can choose a percentage value that determines what portion of calls will actually be recorded:

   • The available options range from 0% to 100% in increments of 5% (e.g., 0%, 5%, 10%, 15%, …, 100%)

   • The default value is 100%, meaning all calls for Always On users are recorded.

3. Policy by User – Administrator can override above default policy for individual licensed users, by selecting an override value from pull-down menu:

   • Default

   • Always on

   • On demand

The user list is searchable by name, surname, or email. Administrator can filter the list by all users or users with overridden policies.

Last updated: August 03, 2026