When calls are recorded in Horizon Contact, the recordings are securely transferred using Secure File Transfer Protocol (SFTP) to either the native Horizon call recording platform, or destinations configured by Company Admins. SFTP ensures your call recordings are moved safely and cannot be intercepted.
What happens when a call is recorded #
Whenever a call is recorded a audio file (.wav) and metadata file (.json) are generated:
- Audio file (.wav) – This contains the actual recording of the conversation and uses a standard .wav format that can be played on most devices and software.
- Metadata file (.json) – The metadata file contains details about the call that can be used to help identify and categorise recordings. The metadata file includes key information about the call, such as:
- Category: e.g., queue level, agent level, or ad hoc recording.
- Queue: the name of the queue the call passed through.
- Agent: the agent who handled the call.
- Caller number: the telephone number of the caller (if available).
- Called number: the number that was dialled.
- Direction: whether the call was inbound or outbound.
- Timestamp: the date and time of the call.
| Note: If certain information is not available (for example, if the caller’s number is unknown), this will be shown as anonymous in the metadata. |
The generated files are then securely transferred via SFTP for analysis.
How files are transferred #
All call recordings are securely transferred using Secure File Transfer Protocol (SFTP) which is a widely used method for sending files safely over the internet. The recordings will either be sent to the native Horizon call recording platform, or destinations configured by Company Admins.
In order to send files via SFTP company administrators need to configure an SFTP destination. If you want to send files to both the native Horizon call recording platform and additional destinations you will need to configure multiple SFTP destinations.
| For help configuring SFTP destinations please refer to Configuring an SFTP destination. |
Benefits of SFTP #
SFTP (Secure File Transfer Protocol) is a widely used by many organisations to transfer confidential information reliably.
- It encrypts both the connection and the files themselves meaning your recordings cannot be intercepted or accessed by unauthorised parties.
- It is more secure than traditional FTP, making it suitable for sensitive data such as call recordings.
- The files are delivered to the designated storage location for further processing or review.
What can be recorded? #
Contact allows inbound and outbound calls to be recorded for quality and training purposes. It can be enabled for individual agents or specific call queues. For more information please refer to the following articles.