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
- Select a project from the project list, then select callSettings.menu.label.
- Mark or unmark the soundrecording.checkbox.label checkbox.
- Press field_change.button.label.
To Enable or Disable Call Recording in IVR
- Select a project from the project list, then select callSettings.menu.label.
- Mark or unmark the full_voice_record.checkbox.label checkbox.
- Press field_change.button.label.
To Allow or Prevent Agents Toggling Call Recording On or Off Manually
- Select a project from the project list, then select callSettings.menu.label.
- Mark or unmark the full_voice_record.checkbox.label checkbox.
- Press operator_voice_record.checkbox.label.
To Listen to a Call Recording
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the log entries for.
- Optional: press
for more filtering options.
- Press ii_find.button.label.
- While keeping your cursor over a call record, press
.
To Delete a Call Recording
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the log entries for.
- Optional: press
for more filtering options.
- Press ii_find.button.label.
- Select the call recording you want to delete.
- While keeping your cursor over a call record, press
to move the call recording to the trash.
- Press
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
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the reports for.
- Optional: press
for more filtering options.
- Press ii_find.button.label.
- While keeping your cursor over a call record, press
.
To Set a Global Filename Rule
- From the productname.label menu, select call_center.menu.label > settings.menu.label.
- 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.
- 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
- Select a project from the project list, then select callSettings.menu.label.
- Enter the parameters you need in the download_filename.label.value text field. Read about parameters in the Voice File Filename Parameters section.
- Press field_change.button.label.
Note: Project-specific filename rules overwrite global rules.
To Manage Storage Settings
- From the productname.label menu, select call_center.menu.label > settings.menu.label.
- On the sup_settings_storage tab, set the desired settings.
- Press field_change.button.label.
.
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