---
title: "Choose when call recordings start with the \"On Call Connected\" Recording Preference"
slug: "choose-when-call-recordings-start-on-call-connected-recording-preference"
tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"]
updated: 2026-07-11T15:23:27Z
published: 2026-07-11T15:23:27Z
canonical: "help.servicetitan.com/choose-when-call-recordings-start-on-call-connected-recording-preference"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Choose when call recordings start with the "On Call Connected" Recording Preference

This is a new feature that lets you start recordings from the moment a call connects, not just when it's answered.

![Settings for call recording defaults in a contact center interface with highlighted options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image34.png?sv=2026-02-06&spr=https&st=2026-11-13T00%3A15%3A36Z&se=2026-11-13T01%3A15%3A36Z&sr=c&sp=r&sig=%2FC8EdP1dwBp7MHcPF2eDwNlYERn6S3q5tUTp7UsXdeI%3D)

### 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

- [Set up your default recording preferences in Contact Center Pro](/v1/docs/set-up-your-default-recording-preferences)

### Before and After

#### Before (Current)

1. A call enters the Contact Center Pro queue.
2. The customer waits through the ring or IVR.
3. An agent answers and the call starts recording.
4. 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

1. A call enters the Contact Center Pro queue.
2. Recording begins immediately on connection.
3. The customer waits through the ring or IVR while being recorded.
4. 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?

1. Review your current recording preferences.
2. Decide whether "On Call Connected" fits your operational and compliance needs.
3. Communicate the change to agents so they know recordings start earlier.
4. Plan to evaluate early recordings after rollout.

Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan.

**What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance.

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

Automated phone menu that greets callers and routes them to the right team or queue based on their input.

**What it does:** Reduces hold times and misrouted calls by intelligently directing customers to the appropriate CSR or department.

**Also called:** Phone tree, Auto-attendant

**Tags:** Phones Pro, Contact Center Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

**a.k.a.** Interactive Voice Response

ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro.

**What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale.

**Also called:** CCP, Advanced Phones Pro

**Tags:** Contact Center Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

**a.k.a.** CCP