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 for more filtering options.
4. Press ii_find.button.label.
5. While keeping your cursor over a call record, press .

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 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 to move the call recording to the trash.
7. 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

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 for more filtering options.
4. Press ii_find.button.label.
5. While keeping your cursor over a call record, press .

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.

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