Blanket recording you can't switch off
Many systems record everything or nothing. Recording internal chats and every short call piles up personal data you never needed, and under GDPR that is more liability than asset.
Record the calls that matter, store them in the EU
Call recording captures the audio of your business calls and saves it as secure, searchable files for training, quality assurance, dispute resolution, and compliance. With Voxbi you choose exactly which extensions, queues, and call directions are recorded, play a consent announcement to callers automatically, and keep every recording encrypted on EU infrastructure with retention rules that delete files on schedule.
- Hosted in the EU
- GDPR & EU AI Act ready
- Encryption in transit and at rest
Why call recording usually creates as much risk as value
Recordings sitting on someone else's servers
If you don't know where files physically live, who at the provider can reach them, or whether there's a signed processing agreement, you can't answer an audit or a data-subject request with confidence.
No retention rule, so nothing ever gets deleted
Recordings pile up indefinitely because deletion is manual and forgotten. GDPR says keep them no longer than the stated purpose, and 'we never delete' is the wrong answer to a regulator.
Find and review any recording from one place
Search, filter, and play in the browser
The same web portal your team uses every day: find a recording by caller, queue, date, or agent, play it back, and download it when you have the right to. No console, no provider ticket, no support request to retrieve a call.
How it works
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The call starts with consent
An automated announcement plays (“this call may be recorded”) and states the purpose. Recording begins only after the caller has been informed, which is what Luxembourg and EU law require.
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Audio is captured
Voxbi records both sides of the conversation as an MP3 or WAV file, on the extensions, queues, or call directions you chose. Agents can pause when a caller reads out card or other sensitive data.
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Files are stored securely
Each recording is encrypted at rest, linked to its call metadata, and kept on EU infrastructure. Your retention rule decides how long it lives, and Voxbi deletes it automatically when the time is up.
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Authorised playback only
Supervisors and compliance staff search, filter, and listen from the web portal. Role-based access controls who can hear or download a recording, and every access is logged.
What you can control about recording
Automatic recording
Record every call on a chosen extension or queue with no action from the agent. Ideal for customer-facing queues where consistency matters.
On-demand recording
Let an agent start and stop recording mid-call when only part of the conversation needs to be kept. The action is written to the call record.
Rules-based recording
Trigger recording by condition: capture sales-queue calls, skip internal or short calls automatically, so you record what you need and nothing more.
Pause for sensitive data
Agents pause recording the moment a caller gives card details or other regulated personal data, then resume. The pause is logged for your audit trail.
External storage
Keep recordings on Voxbi or push them to your own cloud storage for long-term retention and easy retrieval, so archiving fits your existing data policy.
Retention and role-based access
Set how long recordings live and who can reach them. Files delete automatically at the limit, and only named roles can listen or download.
Why recorded calls pay off
A recording is the objective record of what was actually said, and that settles more than arguments.
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Quality and training
Review real calls to coach agents, share best-practice examples with new staff, and spot friction in call handling fast instead of guessing.
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Dispute resolution
An objective record of what was agreed protects both your staff and the customer, and saves hours of he-said she-said when accounts disagree.
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Compliance proof
Keep an evidence trail for audits, meet sector duties such as MiFID II for client-facing investment calls, and apply retention consistently.
Why teams trust their recordings to Voxbi
Most cloud PBXs can record a call. The difference is where it lives, who can reach it, and how much of the policy you control yourself.
A typical cloud PBX Voxbi
Where recordings live Often unclear, sometimes outside the EU On EU infrastructure, encrypted at rest
What gets recorded All-or-nothing on the whole account Per extension, queue, or call direction, with rules and pause
Retention Manual deletion, so files pile up Automatic deletion at the limit you set
Access Most users can listen and download Role-based access with every access logged
Data processing agreement Hard to get, or generic GDPR Article 28 DPA as standard
What teams say after the switch.
Voxbi is very user-friendly for end users, while still letting us implement more advanced configurations centrally.
We have been able to expand across the entire European Union and even internationally without ever worrying about communication costs or technical constraints.
What to look for in call recording
Insist on a consent announcement
The system should play an automated message at the start of each call stating that recording is active and why, with the option to decline. Recording without informing the parties is a criminal offence in Luxembourg, not just a GDPR breach.
Demand granular controls
You should choose exactly which extensions, queues, or call directions are recorded. Blanket recording creates far more GDPR risk than value, so all-or-nothing is a red flag.
Require encrypted storage and retention
Recordings contain personal data. Look for encryption at rest, role-based access, and retention rules that delete files automatically at the right time rather than keeping everything forever.
Check provider transparency
Ask where files physically live, whether the provider itself records for billing or security, and whether it signs a GDPR Article 28 data processing agreement. With Voxbi, recordings stay in the EU.
Frequently asked questions
Do I need to tell callers their call is being recorded?
Yes. In Luxembourg and across the EU you must inform all parties that a call is being recorded and state the purpose. Voxbi plays an automated announcement when the call connects. Recording without informing the parties is a criminal offence under Luxembourg law, on top of being a GDPR violation.
Can agents pause or stop recording mid-call?
Yes. An agent can pause or stop recording during a call, which is useful when a customer reads out a card number or other sensitive data. The pause is written to the call record. Some compliance frameworks limit pausing to specific scenarios, so check your sector rules first.
Where are my recordings stored?
On EU infrastructure, encrypted at rest, linked to the call metadata. You can also push recordings to your own cloud storage for long-term retention. Voxbi signs a GDPR Article 28 data processing agreement so you know exactly who processes the data and where it lives.
How long should I keep recordings?
There is no single rule. Thirty to ninety days is typical for general quality assurance, while MiFID II requires at least five years for client-facing investment calls. Under GDPR you should not keep recordings longer than the stated purpose needs. Set a retention rule and Voxbi deletes files automatically when the time is up.
Who can listen to recordings in my organisation?
Only the roles you allow. Voxbi supports role-based access, so listening and downloading are limited to supervisors, compliance staff, and named administrators rather than every user. Every access is logged, and you can review or revoke permissions whenever someone changes role or leaves.
Can I record only some calls instead of all of them?
Yes. You choose exactly which extensions, queues, and call directions are recorded, and you can trigger recording by rule (for example, record the sales queue but skip internal and short calls). Recording only what you need keeps you inside GDPR and cuts storage you would never use.
What file format are recordings saved in?
MP3 or WAV. MP3 is smaller and fine for quality assurance, while WAV is uncompressed and sometimes required for legal or regulatory use. You can pick what fits each use case.
See call recording on your real setup
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