3CX Call Recording and Conversation Recording: Complete Setup, Storage, Security and Retrieval Guide

Sign In With the Correct Administrative Role

Open the 3CX Web Client, select Admin, and sign in as the authorised System Owner or another role permitted to configure the relevant users and storage. Do not use a shared administrator identity for routine operation.

Confirm Time, Email and System Health

Verify the PBX time zone, time synchronisation, administrator email delivery and available disk space. Generate or review an Event Log notification so storage warnings will reach the responsible person.

Prepare the Local Recording Path

For local SSD or external disk storage, create or select a dedicated folder outside the 3CX installation directory. On Linux, the path must be owned by the phonesystem user and writable by the PBX. If using an external disk, configure a persistent mount and verify that it is present after reboot.

Configure Local Storage Limits

Open Admin → System → Storage. Set the temporary or local recording location, the recording quota in GB and the policy for deleting temporary recordings older than the selected number of days. Size the quota from measured call volume, not guesswork.

Enable Remote Storage When Required

In Admin → System → Storage, enable Remote Data Storage and Archive. Select the supported destination: SMB, SFTP, FTP or secured FTP, Google Storage, AWS S3, or Microsoft 365 or SharePoint. Enter the path and credentials, connect, and select the correct root folder.

Enable Recording Archiving

Within Storage, enable Recordings among the data to archive and specify when recordings should be moved. Save the configuration. Remember that the temporary recording location is used until the archive operation completes.

Choose the Recording Mode for Each User

Go to Admin → Users, open a user and select Options. Under the call recording setting choose Off, External calls only or All calls. Repeat for each user covered by the policy.

• Use All calls only when internal call capture is required.
• Use External calls only for customer facing teams when internal privacy should be preserved.
• Do not leave recording Off for a user whose calls are in scope.

Set Viewing, Deletion and Start or Stop Rights

In the same user's Options, review these independent controls:

• Show call recording: permits the recording to be accessible to the appropriate department managers, owners and System Owners.
• Allow deletion of recordings: permits that user to delete recordings. Leave it cleared for ordinary agents and most supervisors.
• Can start and stop recordings: permits live recording control. Leave it cleared when automatic recording must not be interrupted by the user.
• Call Recording Notification: emails the user a recording link and, where enabled, its transcription.

Configure the Call Queue and Caller Choice

For a call center, open Admin → Call Handling, create or edit the required Queue, then check the Queue's Advanced settings. Configure the caller's recording option if your consent model requires an opt in or opt out choice. Confirm that all agents in scope also have the correct user recording mode and permissions.

Add an Appropriate Recording Notice

If required by law or policy, place a clear notice in the IVR, queue greeting or agent script before recording begins. For example: “This call may be recorded for quality, training and compliance purposes.” Have local legal or compliance advisers approve the wording and process.

Run a Controlled Test Matrix

Test inbound, outbound and internal calls as applicable. Include transferred calls, queued calls, calls handled through desktop and mobile apps, a desk phone, conferences and any failover path. Confirm audio for both parties, timestamp, parties, duration, storage destination and permissions.

Test Archive, Retrieval and Recovery

Allow at least one test recording to move to remote storage. Retrieve and play it through 3CX using the intended supervisor role. Then test the separate NAS, snapshot or cloud recovery procedure. A configuration should not be considered complete until a target recording can be found and recovered.

Record the Search Criteria

Before opening 3CX, note the known time window, caller ID or dialled number, direction, agent extension, queue, DID, trunk, call status and approximate talk time. For compliance retrieval, also note the case or request reference.

Sign In Using a Named Authorized Account

Use a user with access to the required department or system scope. A System Administrator alone cannot view recordings. Use a System Owner or an appropriately scoped Manager, Owner or other permitted role.

Open the Recordings View

In the 3CX Web Client or Windows Softphone, open Recordings. In the Windows Softphone this is available from More → Recordings. Depending on the current build and role, the administrative recording view may appear with reporting functions.

Select My Recordings or the Authorized Wider Scope

Choose My Recordings for the signed in user's calls or All Recordings when the assigned role and department permissions allow wider access.

Apply the Date and Party Filters

Set a narrow date and time range, then search or filter using the external number, caller or callee, agent or extension, and other fields offered by the current build. If the result is not found, widen the time window carefully and check the PBX time zone.

Correlate With Call Reports When Necessary

Open Admin → Reports and use the inbound or outbound call report. These reports can provide date and time, caller and callee, trunk, DID for incoming calls, answered status, ringing time, talking time, total duration, answering user and recording URL where available. Use these details to identify the exact call.

Preview and Confirm Both Parties

Play the recording inside 3CX. Confirm the caller, called party, topic, timestamp and duration against the case criteria. Do not rely only on a filename or similar telephone number.

Download Only If Required

If policy permits, download the selected recording. Store the exported copy only in the approved case folder or evidence repository. Do not distribute it through personal email, consumer messaging or unapproved storage.

Document the Retrieval

Record who retrieved it, when, why, the source call details, where the export was stored and to whom it was released. Preserve the original in 3CX or its archive under the retention and legal hold policy.