PBX recording
Define which eligible calls are recorded and the notice, consent, access, and operating policy before treating audio as an input to another workflow.
Recording & AI planning guide
Define the policy before the processing.
Recording, retention, transcription, analysis, scoring, delivery, and action are separate layers. Use this guide to document the purpose and boundaries of each one before choosing a workflow.
Keep the layers separate
A recording does not automatically become a retained, analyzed, or delivered record.
Start with the source audio, then approve each additional handling step and its owner.
Source retention
Recording retention may be configured by extension, call direction, call type, and retention duration. Exact eligibility, periods, limits, deletion behavior, access, and cost require confirmation.
External copies
The cloud Call Recording Handler can copy eligible recordings to compatible customer-designated Amazon S3-compatible storage, Backblaze B2, or SFTP. A copy is not automatically permanent or successfully delivered.
Transcription and summaries
Optional transcription and summarization can process eligible recordings. Generated output may be incomplete or wrong and must be checked against the recording and context.
Custom analysis and scoring
Discovery can define approved fields, outcomes, or a repeatable scorecard for specific call requirements. Availability of analysis does not validate an unapproved question or consequential use.
Delivery and action
Email, webhook, and/or storage delivery can be configured for the cloud handler. Destination suitability, credentials, recipients, failures, retries, retention, and any downstream action remain separate decisions.
Human-reviewed use
Generated output is an aid—not the source of truth.
Transcripts, summaries, extracted fields, and scores may be incomplete or wrong. People remain responsible for checking important output against the recording and context and for consequential decisions.
- Confirm the questionDefine what the reviewer needs to learn and whether the source call can defensibly answer it.
- Check the evidenceReview the recording and relevant context when an output affects follow-up, coaching, evaluation, or another decision.
- Handle exceptionsDefine what happens when audio, output, delivery, or a downstream system is missing, ambiguous, or wrong.
Workflow worksheet
Record the client decision at every boundary.
This worksheet prepares discovery. It does not establish consent, retention, security, provider behavior, or availability.
Purpose and eligible calls
- Business question and approved use
- Eligible extensions, directions, and call types
- Participant notice and consent process
- People responsible for policy and review
Audio and retention
- PBX recording source and access
- Source-retention rules and required duration
- External-copy destination and ownership
- Deletion, lifecycle, failure, and end-of-service expectations
Processing and output
- Transcription, summary, approved fields, analysis, or scorecard
- Selected provider and privacy requirements
- Languages, formats, timing, quality, and exception needs to verify
- Human-review and acceptable-use process
Delivery and operation
- Email, webhook, and/or storage destination
- Sensitive-output suitability and authorized recipients
- Credentials, monitoring, retries, support, and ownership
- Downstream action kept separate from generated output
Provider and privacy choice
Availability of an option is not evidence for a privacy outcome.
Heritage's default model access is public api models, with OpenAI direct as the default provider. Novita.AI and AWS Bedrock are available options. Privacy options are available as needed based on client requirements.
Commercial and operating boundaries
Confirm the workflow before interpreting its billing unit.
Recording and retention
Cost depends on the selected recording scope and retention configuration. No amount, storage allowance, retention period, or included recording assumption is published here.
AI processing
The verified billing unit for standard transcription and analysis is per processed minute. No rate, minimum, allowance, included minutes, or processing-time commitment is published here.
Email is not universal
Email may be unsuitable for some recordings, transcripts, summaries, or sensitive outputs. Destination, recipients, security, and policy must be approved for the workflow.
External does not mean permanent
Customer-designated storage can hold a copy according to its configuration. Ownership, retention, deletion, access, lifecycle, delivery success, and operating responsibility must be defined.
Next step
Bring one approved purpose and one call population to discovery.
Heritage can then separate the recording, retention, processing, delivery, review, and commercial facts that require confirmation.