Customers
Customer Management
What is the CallSwitch One Call Recording Add On?
What is the CallSwitch One Call Recording Add On?
The Call Recording Add On is an optional feature that can be selected at checkout when adding licences to enable call recording on your account for an extended period.
To learn how to order this for both new and existing customers, please see our Video Guide here.
When enabled, you’ll be able to choose how long you’d like your call recordings to be retained: 1 year, 3 years, or 5 years, depending on your needs.
When added, this applies to all calls recorded on the account until the add-on is removed.
How does the Call Recording Add On work?
For example, say 1st January 2026, your customer adds the 12 month call recording, that means that any call on 1st January 2026 would have the call recording saved and available to play and download in the dashboard until it is deleted on the 1st January 2027.
For any calls made on January 2nd 2026, the call recordings would be saved in the dashboard until January 2nd 2027, and so on. The effect is a rolling 12 month period of retention.
In this example, any calls recorded before the add-on was applied on 1st January 2026, would be subject to the default retention periods for the relevant licences.
Please note, the Call Recording Add On will not recover previous call recordings that have already been deleted from the Dashboard. It is used for future calls only.
What if the customer cancels the Call Recording Add On?
The recordings for any calls made after that point will only be available in the dashboard for the default length for the CallSwitch One user licence (90 days for PRO, 30 days for S).
Any calls that were made while the add-on was active will remain available to play and download in the dashboard for the for the full duration of the applied add-on.
What happens to call recordings if the account is closed?
If at any point you decide to close the account during the retention period then these calls will no longer be available to play or download. If you would like to keep your recordings, you’ll have two options:
1. Download individually: You can manually download each recording one by one through the dashboard before the account closure.
2.Request a bulk download: If you’d prefer for us to handle a bulk export of all your recordings, this can be arranged for a special request fee, which will be calculated based on the volume of call recordings.
If you have a CallSwitch One PRO licence and anticipate needing long-term access to recordings, we highly recommend setting up external cloud storage integration early on, so the recordings can automatically be backed up as they are created.
Please see our FAQs below on how to set up the following Cloud Storage Integrations:
Please note, this only applies to calls recordings after the time of integration, and call recordings made before the Cloud Storage Integration is activated will not be backfilled.
If you need further help, please don't hestitate to contact our friendly Support Team on 0330 122 7000, or by emailing support@nebulacloud.com.
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