• Partners
  • Email Us
  • Product
    • Channels
      • Voice
      • Email
      • SMS
      • Chat
      • Messenger
      • WhatsApp
      • Omnichannel
    • Features
      • Predictive Dialer
      • VCC Live Pay
      • Outbound IVR
      • Inbound IVR
      • Voicemail Detection
      • Live Dashboards
      • ACD
      • Salesforce Integration
      • Dialogflow
  • Solutions
    • Customer Service
    • Sales Teams
    • Debt Collection
    • Virtual Call Center
  • Pricing
  • Resources
    • Blog
    • Case Studies
    • Ebooks
    • Courses
    • Webinars
    • Information Security
    • Learning Center
    • Developers
  • Company
    • About us
    • Careers
    • News
    • Partners
  • Partners
  • Email Us
+44 208 638 0169
GET STARTED
User GuidesVCC LiveQuality ManagementDownloading and Listening to Call Recordings
  • About This User Guide
    • Introduction to VCC Live
    • General Information
    • Legal Information
    • Symbols and Notations
  • Installation and Activation
    • System Requirements
    • Firewall Settings
    • Installing VCC Live
    • Installing the MSI Package
    • Single Sign-On
    • Connecting IP Phones
  • Learning the Basics
    • Login Screen
    • Admin Workspace
    • Accessing Settings
    • Local Settings
    • Profile and Notifications
    • IVR Sound Library
  • User Management
    • Managing Users
    • Managing Teams
    • Managing User Right Groups
    • Changing Agent Status
    • Customizing Break Codes
  • Project Management
    • Creating a New Project
    • Modifying Generic Project Settings
    • Deleting a Project
    • Cloning a Project
    • Mass Project Actions
    • Mass Export Project Data
  • Project-Specific Settings
    • Modifying Generic Project Settings
    • Assigning Agents to a Project
    • Assigning Agents to a Queue
    • Configuring Caller ID Settings
    • Managing Dispositions
    • Managing Robinson Lists
    • Setting up After-work Limits
    • Adding Web Pages for Agents
    • Managing Tickets
  • Communication Channels
    • Outbound Calls
    • Inbound Calls
    • SMS
    • SMS Transliteration
    • Email
    • Chat - Website Integration
    • Chat - Facebook and Whatsapp Integration
    • Social Media - Handling Facebook Comments
  • Database Management
    • Database Management Overview
    • Importing Records
    • Exporting Database
    • Updating Databases
    • Searching Contacts and Records
    • Managing Records List
    • Managing Fields
    • Managing the Quota Tool
    • Data Extraction Overview
  • Datasheet and Script Management
    • Datasheets and Scripts Overview
    • Managing Datasheets and Scripts
    • Customizing Datasheets and Scripts
    • Types of Controls
  • Quality Management
    • Quality Management Tools
    • Quality Management Statistics
    • Downloading and Listening to Call Recordings
  • Monitoring
    • Dashboards
    • Real Time Monitoring
    • Call Wallboard
    • Inbound Wallboard
    • Quota Wallboard
  • Logs and Statistics
    • Overview
    • CDR Log
    • Chat Log
    • Email Log
    • SMS Log
    • User Activity Log
    • User State Log
    • Database Statistics
    • Disposition Statistics
    • Global Call Statistics
    • Global Inbound Statistics
    • User-Based Statistics
    • Project-Specific Call Statistics
    • Project-Specific Inbound Statistics
    • Project-Independent CDR Search
    • Weekly Inbound Statistics
    • Webhook Statistics
  • Internal Communication
    • Silent Coaching and Whispering
    • Using the Internal Chat
    • Releasing News for Agents
  • Subscription Management
    • Prepaid Billing
    • User License Management
    • Checking Your Balance
    • Transaction Details
    • Downloading Invoices
    • Restriction Procedure
    • Bank Transfer Guide
    • Buying Phone Numbers
    • Creating Pro Forma Requests
  • Account Security
    • Changing Your Password
    • Data Deletion After Contract Termination
    • Using a Password Policy
    • Restricting Access Based on IP Addresses
    • Using Two-Factor Authentication
  • Campaign Manager
    • Introduction
    • Importing
    • Advanced Filter
    • Using Filters and Collections
    • Loading from Collection to Campaign
    • Exporting
    • Automatic Import
  • VCC Live for Salesforce
    • VCC Live for Salesforce
  • Over-the-Phone Payment
    • Introduction to VCC Live Pay
    • Changing Payment Settings
    • Checking Transaction History
    • Security Considerations
  • Agent Workspace
    • Project Selection Screen
    • Agent Workspace
    • Keyboard Shortcuts
    • Using Break Codes
    • Using the Internal Chat
    • Using the Agent Browser
    • Handling Calls
    • Handling Emails and Tickets
    • Handling Chat Messages
    • User States
  • References
    • Dialing Modes
    • Multi-Project Dialing and Inherited Projects
    • Dispositions
    • Inbound Processes
    • Polygon Voice Recognition
    • Google Dialogflow
    • Voice File Name Parameters
Back to Support and Learning Center
English Hungarian

Downloading and Listening to Call Recordings

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
  • To Enable or Disable Call Recording in IVR
  • To Allow or Prevent Agents Toggling Call Recording On or Off Manually
  • To Listen to a Call Recording
  • To Delete a Call Recording
  • To Download a Call Recording
  • To Set a Global Filename Rule
  • To Set a Project-specific Filename Rule
  • To Manage Storage Settings

To Enable or Disable Call Recording

  1. Select a project from the project list, then select callSettings.menu.label.
  2. Mark or unmark the soundrecording.checkbox.label checkbox.
  3. Press field_change.button.label.

To Enable or Disable Call Recording in IVR

  1. Select a project from the project list, then select callSettings.menu.label.
  2. Mark or unmark the full_voice_record.checkbox.label checkbox.
  3. Press field_change.button.label.

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

  1. Select a project from the project list, then select callSettings.menu.label.
  2. Mark or unmark the full_voice_record.checkbox.label checkbox.
  3. Press operator_voice_record.checkbox.label.

To Listen to a Call Recording

  1. Select a project from the project list, then select report.menu.label > cdr.menu.label.
  2. Set the time period you need the log entries for.
  3. Optional: press Expand icon for more filtering options.
  4. Press ii_find.button.label.
  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 report.menu.label > cdr.menu.label.
  2. Set the time period you need the log entries for.
  3. Optional: press Expand icon for more filtering options.
  4. Press ii_find.button.label.
  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 report.menu.label > cdr.menu.label.
  2. Set the time period you need the reports for.
  3. Optional: press Expand icon for more filtering options.
  4. Press ii_find.button.label.
  5. While keeping your cursor over a call record, press Download icon.

To Set a Global Filename Rule

  1. From the productname.label menu, select call_center.menu.label > settings.menu.label.
  2. On the project.tab.label tab, enter the parameters you need in the default_filename.label.value text field. Read about parameters in the Voice File Filename Parameters section.
  3. Press field_change.button.label.

Note: Microsoft® Windows® and Linux® operating systems have a maximum path length limitation of 260 and 4095 characters. Downloading voice files to a path exceeding the limitations will fail. For more details about Windows® limitations, see Naming Files, Paths, and Namespaces.

To Set a Project-specific Filename Rule

  1. Select a project from the project list, then select callSettings.menu.label.
  2. Enter the parameters you need in the download_filename.label.value text field. Read about parameters in the Voice File Filename Parameters section.
  3. Press field_change.button.label.

Note: Project-specific filename rules overwrite global rules.

To Manage Storage Settings

  1. From the productname.label menu, select call_center.menu.label > settings.menu.label.
  2. On the sup_settings_storage tab, set the desired settings.
  3. Press field_change.button.label.

VCC Live storage settings screenshot.

Related articles

There's always more to learn. Discover similar features by visiting related articles:

Quality Management Tools

November 05 in User Guides

Quality Management Statistics

November 05 in User Guides
Back to Support and Learning Center

Comments

Can’t find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.


There are no comments yet.

Click here to cancel reply.

Please note that by clicking on the Submit button, you agree to a member of VCC Live team contacting you with business offers. You can find detailed information on how we can establish contact with you in our Privacy Policy

  • Channels
    • Voice
    • Email
    • SMS
    • Chat
    • Messenger
    • Omnichannel
  • Main Features
    • Call Center Software
    • Predictive Dialer
    • VCC Live Pay
    • Outbound IVR
    • Inbound IVR
    • Voicemail Detection
    • Live Dashboards
    • ACD
    • Salesforce Integration
    • Dialogflow
  • Solutions
    • Customer Service
    • Sales Teams
    • Debt Collection
    • Virtual Call Center
  • Resources
    • Blog
    • Case Studies
    • Ebooks
    • Courses
    • Webinars
    • Information Security
    • Learning Center
    • Developers
    • Download
  • Company
    • About us
    • Careers
    • News
    • Partners
https://vcc.live/wp-content/uploads/2019/07/iso-cert-1.png https://vcc.live/wp-content/uploads/2019/07/iso-cert-2.png https://vcc.live/wp-content/uploads/2019/07/iso-cert-3.png
Social Media
https://vcc.live/wp-content/uploads/2019/07/linkedin.svg https://vcc.live/wp-content/uploads/2019/07/twitter.svg https://vcc.live/wp-content/uploads/2019/07/facebook-1.svg https://vcc.live/wp-content/uploads/2019/07/instagram-1.svg
Call us
Hungary
+36 19996400
UK
+44 2086380169
Germany
+49 3021782516
Poland
+48 123950886
Romania
+40 31706167
USA
+1 3024988337
Hungary
+36 19996400
UK
+44 2086380169
Germany
+49 3021782516
Poland
+48 123950886
Romania
+40 31706167
USA
+1 3024988337
  • Privacy Policy
  • Cookie Policy
  • Legal Statement
  • General Terms of Agreement
  • Magyar nyelvű jogi dokumentumok