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Troubleshooting Call Recording Issues

Common Issue: Outbound Calls Not Being Recorded​

Problem Description​

Some phone call recordings are not being processed, particularly for outbound calls.

Root Cause​

Outbound calls are not recorded by default due to legal compliance requirements for two-party consent states.

The system does not automatically record outbound calls because:

  • Some U.S. states require "two-party consent" for call recording
  • You must legally obtain permission to record calls when guests are physically located in these states

Examples of Issues Reported​

  • Call recordings for specific agents not being processed
  • All calls for certain clients not being recorded

Solution Options​

Option 1: Manually Enable Recording During Calls​

  1. Press the Record button in the call control during an outbound call
  2. Important: Before recording, confirm the guest is not in a two-party consent state
  3. If guest is in a two-party consent state, obtain verbal permission

Option 2: Adjust Default Settings​

You can request to change your default settings to:

  • Have recording enabled by default for outbound calls
  • Agents will need to turn off recording if:
    • Guest is in a two-party consent state
    • Guest has not given consent

Before recording any outbound call:

  1. Ask where the guest is physically located at the time of the call
  2. For guests in two-party consent states, obtain explicit verbal permission
  3. Example consent request: "Is it okay if I record this call for quality assurance purposes?"

Technical Support​

For further assistance with call recording issues:

  • Contact SendSquared support
  • Reference specific examples (date, agent name, call details)
Important Legal Note

Always ensure compliance with state laws regarding business call recording. Unauthorized recording of calls may result in civil and criminal penalties. This guidance applies to business/commercial call recording only. Judicial proceedings and law enforcement recording are governed by separate legal frameworks.

The following states require all parties to consent to call recording in business/civil contexts:

  • California - California Penal Code § 632 and § 632.7 (applies to business recordings)
  • Connecticut - Connecticut General Statutes § 52-570d (civil wiretapping)
  • Florida - Florida Security of Communications Act § 934.03 (business call recording)
  • Illinois - Illinois Criminal Code 720 ILCS 5/14-2 (private recording prohibition)
  • Maryland - Maryland Wiretap Act § 10-402 (business/civil context)
  • Massachusetts - Massachusetts General Laws Chapter 272 § 99 (private party recording)
  • Michigan - Michigan Penal Code § 750.539c (business recording requirements)
  • Montana - Montana Code Annotated § 45-8-213 (civil context)
  • Nevada - Nevada Revised Statutes Chapter 200.650 (business recordings)
  • New Hampshire - New Hampshire Revised Statutes § 570-A:2 (civil context)
  • Pennsylvania - Pennsylvania Wiretap Act 18 Pa.C.S. § 5703 (business/civil)
  • Washington - Washington Privacy Act § 9.73.030 (private party recording)
Note on Legal Citations

These statutes require consent from all parties to business calls before recording. These laws apply to commercial/civil contexts only. Law enforcement and judicial recording operates under different legal frameworks. Always consult with legal counsel for specific guidance regarding your business operations.

Troubleshooting Steps​

  1. Check if the call was outbound or inbound
  2. Verify if recording was manually enabled during the call
  3. Confirm guest's physical location at time of call
  4. Ensure proper consent was obtained if required

Last updated: May 2025