Elevate call recording
Elevate call recording and archiving
Settle disputes, train your team and meet regulatory requirements with call recording built into the phone system, plus searchable archiving of calls, voicemails, chats and meetings.
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Why it matters
Why businesses record calls
“He said, she said” disputes
A recording resolves what was agreed on a call, protecting both the customer and your staff.
Training and quality
Listening to real calls is the quickest way to coach new starters and spot what your best people do differently.
Compliance and retention
Regulated firms and public bodies often have to record, keep and produce calls on request.
What you get
What Elevate gives you
Call recording built in
Call recording is part of the Elevate phone system, with administrators in control of what is recorded and who can listen.
Voicemail transcription
Voicemails are saved with a text transcription so they can be searched and skimmed.
Archiving of calls, chats and meetings
Calls, voicemails, chats and meetings can be kept and searched for up to ten years, depending on the retention plan.
Searchable library
Find a conversation by date, user or number rather than scrolling through files.
Role-based access
Limit who can hear recordings, such as managers and compliance staff, and review access on request.
Works with AI recaps
On supported licences, AI call recaps summarise recorded conversations. See [Elevate AI call recap](/elevate/ai-call-recap/).
Recording that fits your obligations
The rules depend on your sector. Firms regulated by the FCA, for example, may need to keep records of relevant calls for several years, and any business that records must be able to justify it under UK GDPR, tell callers they may be recorded, and keep recordings only as long as needed. We help you choose which users and call types to record, and how long to keep them, then configure retention accordingly.
This page is general guidance, not legal advice. Your own compliance lead or adviser should confirm the retention period that applies to you.
Archiving beyond calls
Elevate can archive more than voice. Chats, voicemails and meetings can be captured and retained alongside calls, giving you one searchable record of customer and internal communications. Retention plans run from short periods up to ten years, and we confirm the options and costs for your licences when we quote.
Getting value from your recordings
A recording is only useful if someone listens. Many customers sample a small number of calls each week for coaching, keep recordings of sales calls for dispute resolution, and use call summaries to speed up follow-up. Our call recording page explains how businesses use recordings day to day.
Your questions answered
Does Elevate include call recording?+
Yes. Call recording is part of the Elevate phone system, and administrators control what is recorded and who has access.
How long can recordings be kept?+
Archiving of calls, voicemails, chats and meetings is available with retention plans that run up to ten years. We confirm the plans and costs that apply to your licences.
Do I have to tell callers I am recording?+
In the UK you should be transparent that calls may be recorded and why, usually with a short announcement or on your website and terms. Check your obligations with your adviser.
Is call recording GDPR compliant?+
Recording can be done in line with UK GDPR if you have a lawful basis, are transparent, limit access and keep recordings no longer than necessary. We help configure Elevate to support that.
Can I search for a specific call?+
Yes. Recordings can be found by user, date and number from the archive.
Can some staff be excluded from recording?+
Yes. Recording can be switched on for chosen users and call types only.
Set-up decisions for recording
- ✓ Which users and numbers are recorded
- ✓ Announcement wording for callers
- ✓ How long each type of recording is kept
- ✓ Who can listen, download or delete
- ✓ How you will respond to subject access requests
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Free guide · 7 pages
The UK business guide to the Elevate phone system
- ✓Every feature, explained
- ✓Express, Essentials and Pro compared
- ✓2027 ISDN switch-off checklist
- ✓Ten questions to ask any supplier
Why choose CBC
Phones, networks and security from one UK team
We are committed to giving every customer the best possible phone and networking solution for their business, then supporting it for the long term.
- 24/7 UK-based supportReal engineers, any hour, no overseas call centre.
- One-to-one serviceA named CBC engineer who knows your setup.
- Grows with youAdd users, sites or features without changing supplier.
- Customer satisfaction firstClear quotes, fixed pricing and honest advice.
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