This article covers all the retention policies for Call Recording and CDR records. This data can also be exported to your own storage solutions to allow for easier management and retention of critical calling files. These retention polices have been updated as of June 1, 2025.
Best Practices for managing recording data-
The Crexendo Team recommends that if your organization needs to store more than one year of call recordings for compliance, or quality assurance needs, it's best to set up one of our remote storage options with a third-party service to ensure data retention and redundant backups of these recordings. This also allows for the offloading of the recordings and CDR to other third-party companies for external QA as required by some institutions.
Call Recordings -
All Call recordings, if enabled by a user, office manager, or when the account is initially created with our implementation team, are stored on the Crexendo VIP System for 90 days by default. Additional blocks of time can be purchased from the sales team to allow for up to 2 years of retention for call recordings.
CDR Records -
All CDR records are shown in the portal for up to 24 Months from the original call date. These records also allow you to view the call recordings for agents within the Crexendo VIP Portal.
How can I offload these recordings ab off-site or cloud-based web storage solution?
Add Remote Storage Configuration- These are the services available to our customers to offload their recordings and records to their own storage-based systems. Once you have one selected, please follow the steps below
| Service | Description |
| AWS S3 Standard | Amazon's Standard class of its S3 remote storage option. Read more here https://aws.amazon.com/s3/ |
| AWS S3 Glacier IR | Amazon's Glacier IR (instant retrieval) class of its S3 remote offering. Glacier provides a much cheaper per GB storage cost, but a higher retrieval cost. This is ideal for longer archive windows with where older recordings are not played often. Playback will still be available through portal with no noticeable delay. |
| Wasabi | An AWS S3 compatible offering with a minimum of 90 days retention, but often a lower price per GB/Month |
| SFTP | SFTP, also known as SSH FTP, encrypts both commands and data while in transmission. This means all your data and credentials are encrypted as they pass through the Internet. |
| FTP (Unsupported) | WE NO LONGER SUPPORT FTP AS IT DOES NOT MEET COMPLIANCE FOR BEST PRACTICES |
1. Navigate to the Portal and the Call History screen. Click on the Recording Storage Settings button.
2. This opens a Remote Recording Session page, nested under the Call History page. These are all remote call recording configurations in your system. Note the green "active" tags below for configurations that are currently enabled, and the red "error" tag for a configuration that has errors.
3. Click to Add Remote Storage. Fill out the following fields and then click Add.
Archive Level indicates which calls are retrieved for remote storage. "System" is a catch-all for calls that do not match the specified Reseller or Domain name. If either "Domain" or "Reseller" is matched on, then there will be no failover nor additional copy sent to the other matching levels. For each recording, it will find the best enabled match and attempt to use that and only that configuration.
Storage Type explanations are as follows. Consult with the specific vendors for any fees: