Downloading and Listening to Call Recordings

Reading Time: 4 minutes

You can listen to call recordings and download them as voice files.

Tip: You may grant or deny permission to manage (listen to and download) call recordings. See Managing User Right Groups.

Table of Contents

To Enable or Disable Call Recording

  1. Select a project from the project list, then select Voice.
  2. Mark or unmark the Voice recording checkbox.
  3. Press Save.

To Enable or Disable Call Recording in IVR

  1. Select a project from the project list, then select Voice.
  2. Mark or unmark the Record voice in IVR checkbox.
  3. Press Save.

To Allow or Prevent Agents Toggling Call Recording On or Off Manually

  1. Select a project from the project list, then select Voice.
  2. Mark or unmark the Record voice in IVR checkbox.
  3. Press Agent voice recording management.

To Listen to a Call Recording

  1. Select a project from the project list, then select Logs and statistics > CDR log.
  2. Set the time period you need the log entries for.
  3. Optional: press Expand icon for more filtering options.
  4. Press Search.
  5. While keeping your cursor over a call record, press Play icon.

To Delete a Call Recording

  1. Select a project from the project list, then select Logs and statistics > CDR log.
  2. Set the time period you need the log entries for.
  3. Optional: press Expand icon for more filtering options.
  4. Press Search.
  5. Select the call recording you want to delete.
  6. While keeping your cursor over a call record, press Move to trash icon to move the call recording to the trash.
  7. Press Delete permanently icon to permanently delete the call recording.

Note: To delete voice files, the user must have been assigned the appropriate user rights. See Managing User Right Groups.

To Download a Call Recording

  1. Select a project from the project list, then select Logs and statistics > CDR log.
  2. Set the time period you need the reports for.
  3. Optional: press Expand icon for more filtering options.
  4. Press Search.
  5. While keeping your cursor over a call record, press Download icon.

To Set a Global Filename Rule

  1. From the VCC Live® menu, select Contact Center > Global settings.
  2. On the Project settings tab, enter the parameters you need in the Default voice file filename text field. Read about parameters in the Voice File Filename Parameters section.
  3. Press Save.

To Set a Project-specific Filename Rule

  1. Select a project from the project list, then select Voice.
  2. Enter the parameters you need in the Filename text field. Read about parameters in the Voice File Filename Parameters section.
  3. Press Save.

Note: Project-specific filename rules overwrite global rules.

To Manage Storage Settings

  1. From the VCC Live® menu, select Contact Center > Global settings.
  2. On the Storage tab, set the desired settings.
  3. Press Save.

VCC Live storage settings screenshot.


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