Recording a call on VoIP or a softphone

What you need

• A VoIP service or softphone that allows conferencing in an external PSTN number.
• A plan that permits outbound calls to toll-free US numbers.
• A mobile number able to receive the SMS containing your download code.

Recording on a VoIP or softphone line

1. 1Check whether your provider already offers call recording — if it does, use that instead.
2. 2If not, place a call to the recording number from your VoIP line.
3. 3Use your client's conference or add-participant control to dial the other person.
4. 4Join the calls once they answer.
5. 5Say that the call is being recorded.
6. 6Hang up when done, and collect the code from the SMS.

Your provider's own recording is usually simpler

Most business VoIP platforms include call recording, often with retention, search and admin controls that a dial-in line does not attempt to offer. If yours does, that is the better tool — it records without changing how anyone places a call.

A merged line is worth reaching for when recording is not included on your plan, when it does not cover the calls you need, or when you are recording from a personal line that your provider does not carry.

Availability changes between releases. Check your VoIP provider's documentation rather than relying on this page.

When it does not work

The client will not conference an external number

Some VoIP plans restrict conferencing to internal extensions. Your administrator or provider can confirm whether external conferencing is permitted on your account.

Audio quality drops when the third party joins

Conferencing adds a transcoding step on some platforms. A wired connection, or placing the call from a mobile instead, generally resolves it.

The toll-free number will not connect

Some VoIP plans block or surcharge toll-free destinations. Check your plan's outbound calling rules.

Questions about recording on a VoIP or softphone line

Can I record a VoIP call by merging a recording number?

Only if your provider allows conferencing an external number into a call. Support varies widely — check your provider's documentation, and prefer their built-in recording where it exists.

Should I use my provider's recording instead?

Usually, yes. Business VoIP recording is built into the call path and typically comes with retention and admin controls. A merged line is for the calls it does not cover.