Access Your Call Recordings

1. Navigate to the Call History page.
   
   

   NOTE: Your call history view may differ depending on your User Scope. 
   
   For example, users set as Office Mangers will be able to view all call recordings on the domain, while users set as Basic User will only be able to view their own calls. 

    
2. The Call History can be filtered by different parameters such as phone number, user, or date/time. Click the Filter button to filter what calls are shown. 
   
3. In the right-hand menu of the call history listing, there will be a recording icon to listen to the call and a download icon to download the recording. Your button select may differ depending on your user scope. 
   
   
   • If a Call does not have a recording, the icon will be grayed out and will display No Recording when hovering over it; as shown below.
     
     

     Note: If you see No Recording when call recordings should be enabled, please contact our technical support team to ensure your account has call recordings enabled. 

      
   • If a call has a recording that is still being processed, you might see Pending Conversation; as shown below. For these, simply wait for the call to be processed and it will eventually become available to play and download. 
     
     

     Quick Tip: Call recordings can take 30 minutes or longer to show in the Call History page. 

     It is recommended to wait an hour and then refresh or visit the Call History page again.

      
4. When a recording is available, the Download and Listen icons will become active and clickable.
   • Clicking the Download icon will save the audio file to your computer:
     
   • Clicking Listen icon allows you to play the recording. 
     
     If you have recording transcriptions enabled, the Listen icon will pull up the Call Transcript menu instead. 
     
     
     • There are also options available (volume control and playback speed) for adjusting how the music is played back.