---
schema_version: "1"
id: ce01ef326d7e323ca94cab7c7627f2f565971ff65ee79f2efabbc862b704bdd4
title: Turn on Voice Call Recording and Transcription When Using SIP or Dynamic Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_record_voice_calls.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_record_voice_calls.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 440db3a4597de9217a21e07384aad465bdc7f7d1c10ee2ea6d1ce169b5f8b6e2
description: Turn on voice call recording to record calls between customers and agents. Recordings use stereo separation for easy speaker identification, placing the customer on one channel and the agent on the other. Salesforce stores each recording as an MP3 file and links it directly to its voice call record.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Turn on Voice Call Recording and Transcription When Using SIP or Dynamic Routing

Turn on voice call recording to record calls between customers and agents. Recordings use stereo separation for easy speaker identification, placing the customer on one channel and the agent on the other. Salesforce stores each recording as an MP3 file and links it directly to its voice call record.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions, and <a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;language=en_US" target="_blank">Salesforce Voice add-ons</a>.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)

Note When you turn on call recording, inform call participants and obtain their consent.

1. From Setup, in the Quick Find box, enter Agentforce Voice, then select **Agentforce Voice Setup**.
2. Under Setup Steps in the Agentforce Voice Setup page, select the SIP / Dynamic Routing tab.
3. Enable the Turn On Voice Call Recording toggle.
    
    ![Turn on Voice Call Recording toggle in the Agentforce Voice Setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_sip_voice_call_recording_toggle.png)
4. To override the Record Voice Calls with Agents setting for an individual agent, add a Set Recording and Transcription Behavior invocable action to the Omni-Channel flow that routes calls to the agent. Use this invocable action to turn off voice call recording and transcription for an agent.