Plivo can capture audio from voice calls for debugging purposes. The process is like recording a call, but at the raw packet level. Only Plivo’s support team has access to the audio; our team uses it to debug any issues you report. All access to audio captures is logged for audit purposes. Audio captures are automatically deleted after 30 days.
You can enable or disable audio captures in the Consent for Media Files setting on the Voice > Other Settings page of the console. We recommend enabling this option before reporting call disconnections or DTMF or call quality issues to our support team.
You may need to obtain consent from your customers, depending on your local laws, before enabling this feature. Please consult with your legal counsel to ensure you are compliant with all applicable laws before enabling audio capture for your account.