When a call is transferred from EnrollHere to an agent's cell phone or another external number, agencies often ask: is the call still being recorded? Where does the recording end up? This FAQ covers the most common questions.
Q1. Are cell-phone transfers recorded?
Yes — when an inbound call is routed through EnrollHere and transferred to an agent's cell phone, the call continues to traverse EnrollHere's layer for the duration of the transfer. The cell-phone leg is recorded as part of the same call record.
Q2. What about transfers to an external number (e.g., a TPV vendor)?
Yes — same principle. As long as the call is routed through EnrollHere, the audio is recorded on our leg. The external party (TPV vendor, partner agency) may also retain a separate recording on their side.
Q3. Where does the recording live?
Recordings are stored in your EnrollHere Call Logs.
Open Call Logs, find the call (filter by date, agent, or consumer number).
Open the call. The recording playback control is in Call Details.
See Access Your Call Recordings for the full flow.
Q4. How long are recordings retained?
Recordings are retained for 10 years from the date of the call (the standard CMS-aligned retention window).
Q5. What about a call that started on an agent's cell phone (not via EnrollHere) but was later patched in?
If the call never traversed EnrollHere's telephony, there's no EnrollHere recording. The call has to be initiated or transferred through the platform for us to capture it.
Q6. Can I disable cell-phone transfer recording?
No. As long as the call is routed through EnrollHere, it's recorded for the duration of the EnrollHere leg. This is a compliance requirement, not a toggle.
📌 Tip
Document your agency's cell-phone transfer policy in writing. Set expectations with agents that any call coming through EnrollHere is recorded — including the cell leg — and that they should behave accordingly even when the call has moved off their desktop.