Call settings

Q: I turned recording off on the agent and it still records

Record calls is on Every call. Change it here, or accept that the company default wins. A user's own settings in their seat under Team and access can also force it.

Q: I cannot change Analyse calls

It is greyed out while Record calls is Off. Choose Every call or On demand for recording first.

5 min read

Telephony - Call settings is company defaults: the SIP domain customer PBXes register against, whether every call is recorded, inbound fallback when a seat is busy or silent, and translation voices.

The tab label is Call settings. The breadcrumb is Call Recording & SIP. Same screen. The agent’s Recording & Privacy tab is the per-agent override - and it loses if this company default is on.

What you configure here

Company SIP domain

Assigned automatically from the company name (for example voice-logica-docs.sip.voicelogica.ai). Incoming PBX on Trunks and the SIP credentials of your users’ devices wait until it appears.

Recording & analysis

Company-wide defaults applied to every call unless a user has their own settings - the user’s settings always win. Set them for one user in their seat under Team and access, with the same dropdowns.

Record calls

Off, Every call or On demand. Every call: stereo WAV recording, needed for analysis and supervisor review; an agent that turned recording off still records. On demand: calls your team handles start without recording; it starts when the user dials the resume code (**2 by default, set under Keypad codes and wake word). Until then nothing is recorded or transcribed. Calls the AI answers are not affected.

Analyse calls

Off, Every call or On demand. Greyed out while Record calls is Off. Every call: the post-call analysis runs on every recording. On demand: calls are recorded but not transcribed or analysed. Press Analyze on a call to transcribe and analyse it; the analysis minutes are charged then. The wake word and knowledge assist do not work on those calls.

Announce that the call is recorded

A separate switch, shown when recording is on. When two people are connected, both hear a short notice that the call is recorded, in your company’s language.

Keypad codes and wake word

What the people on a call control themselves. The codes work only from your own team member’s phone, never from the other party’s.

Pause recording

Default **1. Empty = off. While paused nothing is recorded or transcribed, and the assistant cannot hear the call.

Resume recording

Default **2. Always on: it is the only way back from a pause, and it starts recording on demand.

Make the call private

Off by default. Hides the call from the rest of the company.

Wake word on calls people handle

On by default. Every company starts with “Logica” and “Λότζικα”: delete either, or add your own, up to 5. With none left, nothing wakes the assistant. Saying it brings the AI assistant into the call to add a colleague or answer a question.

A user can have their own codes and wake word: Telephony → Active directory → their seat → Recording → Custom. From Claude or ChatGPT: “set the pause recording code to **5” or “turn off the wake word for Maria”.

Inbound fallback

Where inbound calls go when a seat is busy or does not answer - not when an AI agent is on the line.

When busy / When no answer: typically Do nothing, or send to an AI agent, user group, or forward to a number (when available). Per-seat fallbacks override these.

Translation voices

+ Add language - the voice used during live call translation. Empty state: No translation voices configured yet.

Knowledge assist

While someone on your team is on a call, the AI listens to what the caller asks, looks it up in your knowledge and shows the answer in their caller bar. Never used when the AI handles the call alone.

Turn on knowledge assist

The default for every user. A user whose seat overrides the company settings uses their own switch.

Knowledge to search

Empty = the knowledge of the analysis agent. Or pick knowledge bases.

On the agent

Agent place	What this tab supplied
Recording & Privacy	Company Record calls on Every call can force recording on.
Call results	Company analysis defaults feed post-call extractors when analysis is on.
Call handling - Transfer	A user’s SIP phone registers on this domain before it can take transfers.
Conference Rooms	Rooms can inherit company analysis defaults.

First setup - domain, then decide recording

Open Call settings. Confirm the SIP domain is assigned.
Leave Record calls on Off until you want calls recorded.
Only then choose Analyse calls (it is greyed out while recording is Off).
Leave inbound fallback on Do nothing until seats exist.

Troubleshooting

I turned recording off on the agent and it still records

Record calls is on Every call. Change it here, or accept that the company default wins. A user’s own settings in their seat under Team and access can also force it.

SIP domain is empty

Wait and refresh. It is assigned automatically. Trunks and user-extension transfers that need it stay blocked until it appears.

I cannot change Analyse calls

It is greyed out while Record calls is Off. Choose Every call or On demand for recording first.

Next Steps

Caller bar & knowledge assist - what your team sees during a call.Recording & Privacy - per-agent recording, after you check this default.Your own carrier - Incoming PBX uses this domain.Transfer - how the agent hands calls to your users.

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