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Finding a Call Recording

Call recordings are kept with the call records. To find one, search Call Detail Records for the call, then play or download it from the Recording column.

Step by step

  1. Open Call Detail Records.
  2. Click Reset to clear any old filters.
  3. Set Start Range to the day, or the hours, when the call happened. The smaller the range, the faster you'll find it.
  4. In the Recording dropdown, choose the option for calls that have a recording.
  5. Add one or more of the filters below to narrow it down.
  6. Click Search.
  7. In the Recording column, click the play button to listen, or the download button to save the file.

Filters that help most

You know…

Use this filter

The customer's phone number

Caller ID number for calls they made to you, or Destination for calls your team made to them. Put a star on each side: *5165551234*

Which of your numbers they called

Caller Destination, for example *7183071999*. Not Destination: that is the extension or ring group the call went to.

Who on your team took or made the call

Extension

Whether it came in or went out

Direction: Inbound or Outbound

It went through a queue, ring group or menu

Call Center Queue, Ring Group or IVR Menu

It was a long conversation

Duration (Sec) minimum, for example 120 for calls over two minutes. This skips short calls and hang-ups.

Only that the caller's name showed

Caller ID name, with stars: *smith*

Tips

  • Only answered calls have a recording. When a call rang several phones, there is a row for each one. The recording is on the row with the status Answered, not on the No Answer rows.
  • Use stars around numbers. Numbers are saved with the country code, so 5165551234 on its own finds nothing. *5165551234* works.
  • Newest first. Leave Order on Start, Descending to see the most recent calls at the top. Switch to Ascending to start from the beginning of the day.
  • Nothing found? Widen the date range, remove one filter at a time, and check that the start of the range is before the end.
  • Still no recording? The call may not have been recorded. Call recording is an add-on that is turned on per extension. Contact us to check or turn it on.

Example

A customer called your main number yesterday afternoon and spoke to someone for a few minutes, and you need the recording:

  • Direction: Inbound
  • Start Range: yesterday, 12:00 pm to 6:00 pm
  • Caller ID number: *5165551234*
  • Recording: recorded calls only
  • Duration (Sec): minimum 60

Click Search, find the Answered row, and press play.

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