Call recording, included
Business Call Recording With AI Summaries and Transcripts
Business call recording from PeachComm works in the Webex app on your computer or phone, and on your desk phone. Webex Call Recording and its AI features are included on Basic, Standard and Premium. AI turns each recorded call into a summary, a searchable transcript and a list of action items.
No separate recorder, portal or login. PeachComm — a Cisco partner — sets it up for you.
- AI summaries
- Live AI Assistant
- Where to find them
- Share and download
- Admin controls
- Storage
- Recording partners
- Industries
- Questions
AI summaries and transcripts of recorded calls
On every plan, each recording comes with an AI summary, action items and a full transcript, so nobody has to write up the call afterward.
- AI summary and notes. A short write-up of what was discussed and decided, ready when you open the recording.
- Action items with timestamps. Each follow-up links to the moment it was said, so one click plays that part of the call.
- A full transcript. Speaker names, keyword search and the option to fix a word the AI misheard.
- Edit and copy. Tidy the notes, add or remove action items, and paste them into an email or your CRM.
- Download. Save the recording as an MP3 and the transcript as a VTT file.
Summaries and transcripts of recorded calls are currently in English only. Your administrator turns them on for the company or for selected people.
Live AI help during the call
Select AI Assistant in the call controls of the Webex app, and it starts summarizing right away. It works even when the call isn't being recorded.
- Catch me up: a quick recap when you lose the thread.
- Summarize: everything since the call started.
- What are the action items: the follow-ups mentioned so far.
- Ask AI: type a question in plain language, such as what a customer asked for on your last call.
- After the call, the summary, transcript and action items wait in your call history under Calling, then All. Calls that used AI are marked.
- You see a private notice when AI Assistant starts, and the other people on the call can hear an audio notice.
Live AI summaries support 16 languages, including English and Spanish. Included on Basic, Standard and Premium.
Watch AI Assistant prepare you for a call
Before you dial, ask AI Assistant to recap earlier conversations with that customer across calls, meetings and messages, so you start the call with context.
Video from Webex. Plays from YouTube when you select it.
Where to find recordings, summaries and transcripts
Everything lives in the Webex app your team already uses, plus User Hub on the web.
On your computer
Webex app › Calling › RecordingsHover over a recording to play it, call the person back, or open the AI summary and transcript. Calls that used AI Assistant are under Calling › All.
On your phone
Webex app › Calling › Recents › RecordingsTap a recording for a short AI overview, then open the player for the transcript. Depending on your phone, you either filter Recents to Recordings or tap Recordings.
On the web
User Hub › Recordings › CallingSign in to User Hub from any browser to play, download or delete recordings and read the transcript and summary.
Using Microsoft Teams? Recordings and call summaries also appear in Cisco Call for Microsoft Teams. See Webex Calling in Microsoft Teams.
Share, download, edit and delete
Your administrator decides who can play, download or delete recordings. Within those limits, each person manages their own.
Share
On internal calls, message or email the other person straight from the recording list. Copy the AI notes and action items into an email or ticket.
Download
Save recordings as MP3 files and transcripts as VTT files from User Hub.
Edit
Fix transcript text, format the notes, and add or remove action items, then save.
Delete
Delete from the Webex app (the More menu on a computer, or swipe or long-press on a phone) or from User Hub.
- On a call, start, pause or resume recording from the More menu when your administrator allows it. Cisco desk phones show a Record key for on-demand recording.
- Calls on the Webex app, Cisco desk phones and Cisco-certified Poly and Yealink phones go through the same cloud recording service. Supported Cisco phones show an icon while a call is recorded.
Admin controls in Control Hub
Admins set the rules once, for the whole company, a location or a single person. Not sure where to start? PeachComm configures recording for you.
- Recording modes: always, always with pause and resume, on demand, or never.
- Which calls: incoming, outgoing, internal, outside, or any mix.
- Who: users, workspaces and virtual lines, with location-level settings for multiple offices.
- Announcements: a "this call may be recorded" message for outside callers, start and stop announcements, pause and resume beeps, and a reminder tone. Custom audio is supported.
- Permissions: choose who can view, download and delete recordings and transcripts. An authorized reviewer role can play and download recordings across the company.
- AI switches: turn AI Assistant, post-call summaries and transcripts, recording summaries and Ask AI on or off for the company, a template or one person.
- Storage region: choose where recordings are stored, with a United States option.
Webex Call Recording, PeachComm's default
- Included in Basic, Standard and Premium at no extra charge.
- Built into Webex Calling, so there's no extra hardware, portal or login to manage.
- Recordings, AI summaries and transcripts stay together in the Webex app and User Hub.
- Customer Assist adds call queue recording. See Customer Assist.
Storage and retention
- Kept for 365 days. Recordings are kept for 365 days, and your administrator can set a shorter period.
- Need them longer? Additional storage is available as an add-on.*
- Admins get an alert when storage reaches 80% and again at 100%.
- Deleted recordings go to a Deleted recordings folder for 30 days, unless your administrator removes them right away.
- HIPAA when configured. See our HIPAA phone system page.
| Webex Call Recording (included) | AI Assistant during a call | Recording partner (add-on*) | |
|---|---|---|---|
| Records the audio | Yes | No | Yes |
| AI summary and action items | Yes, on every plan | Yes, on every plan | Depends on the partner |
| Transcript | Yes (English) | Yes | Depends on the partner |
| Where you find it | Webex app, User Hub | Webex app call history | The partner's own app |
| Plans | Basic, Standard, Premium | Basic, Standard, Premium | Add-on* |
Prefer a different recording provider?
Webex Call Recording is the default. If your business wants a dedicated platform for archiving, quality scoring or analytics, PeachComm can set up one of these Cisco-certified Webex Calling recording partners.*
Dubber
Cloud recording with paid plans that add admin access and longer retention.
Imagicle
Cloud recording with analytics, transcription, sentiment and screen recording. Recordings can stay in the cloud or move to your own storage.
CallCabinet
Recording with AI conversation analytics, custom reports and quality tools.
Eleveo
Recording, automated quality management, screen recording and speech analytics in one place.
MiaRec
AI conversation intelligence: recording, quality scoring and voice analytics.
ASC Technologies
Cloud recording built for regulated industries.
Partner recordings are kept and managed in the partner's platform. The AI summaries and transcripts described above come with Webex Call Recording.
How businesses use call recording
Accounting and CPA firms
A clear record of client instructions during tax season, with AI action items that become follow-ups.
Home services
Settle "that's not what I was quoted," confirm appointments and coach new dispatchers with real calls.
Property management
Know what tenants and owners reported and when, and hand off after-hours calls cleanly.
Insurance agencies
Keep a record of coverage, claim and policy-change calls, with less paperwork after each one.
Construction
Capture change orders, delivery times and subcontractor commitments, in the office or on the road.
See more on our industries page.
Call recording FAQ
Is call recording included in PeachComm plans?
Yes. Webex Call Recording is included in Basic, Standard and Premium at no extra charge. Your administrator chooses which users, workspaces and virtual lines are recorded.
Where do I find my call recordings?
In the Webex app, select Calling, then Recordings. On a computer, hover over a recording to open the player. On a phone, tap the recording. You can also sign in to User Hub and go to Recordings, then Calling.
Does Webex create AI summaries and transcripts of recorded calls?
Yes, on Basic, Standard and Premium, once your administrator enables them. The recording player shows an AI summary with notes and action items, plus the full transcript. Each action item has a timestamp that jumps to that moment in the recording. Recording summaries and transcripts are currently available in English only.
Can I get an AI summary without recording the call?
Yes, on Basic, Standard and Premium. During a call, select AI Assistant in the call controls to get a running summary and a list of action items. After the call, the summary, transcript and action items are saved in your call history under Calling, then All.
Can I edit, download or delete recordings and transcripts?
Yes. In the recording player you can edit the transcript, the notes and the action items. In User Hub you can download recordings as MP3 files and transcripts as VTT files, or delete recordings you no longer need.
Who decides which calls get recorded?
Your administrator. Recording can be set to on demand, always, or always with pause and resume. For the always options, the administrator can choose incoming calls, outgoing calls, internal calls, outside calls, or any mix. The administrator can also turn on an announcement that tells everyone on the call it's being recorded.
How long are call recordings kept?
Call recordings are kept for 365 days, and your administrator can set a shorter period. If you need to keep recordings longer, additional storage is available as an add-on.* You can also download any recording you want to keep.
Can we use a different call recording provider?
Yes. Webex Call Recording is the default, and PeachComm can also set up any Cisco-certified recording provider that works with Webex Calling if your business prefers one. Third-party recording is an add-on.*
Can call recording be set up for HIPAA?
Yes. PeachComm's Webex Calling service supports HIPAA when configured, including limits on who can play, download or delete recordings. See our HIPAA business phone system page for details.
Do I have to tell callers a call is being recorded?
It depends on where you and your callers are. Some states require everyone on the call to agree to recording. Your administrator can turn on a recording announcement, and you should check with your attorney about the rules that apply to your business.
See AI call summaries on your own calls
Call 877-953-8741 or request a quote, and PeachComm sets up recording for the people who need it.
*Additional charges apply. Recording laws vary by state, so check the consent rules that apply to your business. Webex app screens shown are from Cisco and use sample data.