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 tom 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.
Click "Historical Contacts" and then "Detailed History".
From here, you can select your parameters. For example, you can pick a date range. Or you can enter an originating or destination number.
More filters are available by clicking the "Filter" 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.
