Managing Call Recordings

If you have Call Recordings enabled on a queue, this article shows you how to access those recordings via the Contact centre's reporting functions. You will be able to play, download or delete the recording once located.


You will need to have at least Manager permissions in order to play or download call recordings, and at least Administrator permissions to delete them.

Instructions

Log into your Contact Centre and click on the "Reports" icon.



Search for "Detailed History (Legacy)" and click on the "eye" icon.



Once you have located the call you wish to listen to, click on its "Master Session ID".


If it is a straightforward call, you will see just one "leg".
If it is a more complex call, such as one with call forwards or transfers, you may be presented with the various "legs" of the call.
Click the "Spyglass" next to the call you wish to listen to.



You will now be presented with the waveform for the call, where you can either play it, download it, or delete it.
NOTE: For longer calls, the waveform may take a few moments to appear.




WARNING: Deletion is PERMANENT! We cannot retrieve recordings once deleted.


Deletion of call recordings requires administrator permissions.

Long Call Recordings


If you need to delete a recording that is "too big to be displayed in browser", you can do this via an API.


You will need System Administrator access for this process.


Using the Detailed History Report, locate the “Full Path” of the recording, and copy it:


 

Go to System Administration API Management > Browse APIs

Search for DeleteFileFromDefaultStorage and click on it.



Enter the full file path as the fullNameWithPath string.

Then click in the lower area by the button, and then click EXECUTE API

 


After receiving the success message, you should fully refresh the page and then search for the recording in the detailed history report - it should now be missing.


WARNING: Deletion is PERMANENT! We cannot retrieve recordings once deleted.


Deletion of call recordings via the API requires system administrator permissions.