This is a new feature that lets you start recordings from the moment a call connects, not just when it's answered.
What's new?
Before, call recordings could only start when the agent answered. Now, with the new "On Call Connected" setting, recordings begin as soon as the call connects with the queue — even while ringing or during IVR menus. This helps capture context your teams previously missed, like what customers say before an agent picks up.
Resources
Before and After
Before (Current)
A call enters the Contact Center Pro queue.
The customer waits through the ring or IVR.
An agent answers and the call starts recording.
Everything said before the agent answers is not recorded.
Impact: Context from the start of the call (like IVR choices or customer frustration) is lost.
After
A call enters the Contact Center Pro queue.
Recording begins immediately on connection.
The customer waits through the ring or IVR while being recorded.
The agent answers and continues the already-recorded session.
Impact: Full call recordings give supervisors better review data and capture the complete customer journey.
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators, Managers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing CSR reviews call recordings that now include IVR selections, making it easier to spot where customers get stuck.
An HVAC office manager uses full recordings during coaching sessions.
An electrical company administrator configures the new preference to meet compliance needs.
Commercial Service and Replacement
A facilities maintenance team uses longer recordings to audit service quality.
A regional manager reviews calls from the start to track hold times.
A commercial HVAC CSR benefits from recorded pre-connect context when handling follow-ups.
Residential Construction
A custom builder's office staff review calls for missed scheduling context.
Project coordinators use full recordings to resolve customer disputes.
The front desk team captures the complete customer experience on inbound calls.
Commercial Construction
A general contractor's call center records all call context for large project communications.
A compliance manager uses earlier recordings for documentation.
Team leads review calls for service quality tracking across multiple sites.
How to Prepare?
Review your current recording preferences.
Decide whether "On Call Connected" fits your operational and compliance needs.
Communicate the change to agents so they know recordings start earlier.
Plan to evaluate early recordings after rollout.