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Call Recordings and Quality Review

The recordings section is where you listen to past conversations, resolve disputes, coach operators, or verify agreements made with a customer.

When a Recording Appears in the System​

A recording does not appear at the exact millisecond a call ends. First the call must finish completely, and then the processed audio file becomes available in the interface.

Important

It is completely normal for a call to appear in call history immediately while its audio recording shows up a few moments later.

What Determines Whether a Call Is Recorded​

Whether a recording is created depends on whether call recording was enabled on the extension, queue, trunk, or route handling the call.

Recordings are most commonly used for:

  1. sales coaching and script adherence;
  2. customer support and dispute resolution;
  3. internal quality assurance;
  4. onboarding and training new operators.

How to Find a Specific Conversation​

The fastest way to locate a recording is:

  1. open Call History;
  2. find the call by timestamp, phone number, or duration;
  3. open the Recordings section and play the matching audio file.

Why a Recording Might Be Missing​

The most common reasons are:

  1. call recording was not enabled for that route or extension;
  2. the call never connected or ended before audio was established;
  3. you checked too early, before post-call processing finished;
  4. your user role has restricted permissions for managing or deleting recordings.
Check

If call recording is critical for your compliance or business workflow, do not rely on a single test. Verify recording across multiple inbound and outbound scenarios: direct extension calls, queues, IVR transfers, and internal calls.

Using Recordings for Quality Assurance​

Recommended practices:

  1. review unusually short and unusually long calls separately;
  2. pay special attention to calls that were transferred between employees;
  3. compare the audio recording with the call card and history status;
  4. use recordings for constructive coaching, not just fault-finding.

Access and Retention Notes​

Deleting recordings is restricted to privileged roles. If you rely on recordings for audits or dispute resolution, establish an internal retention policy ahead of time.

Next, see Common Issues and Quick Fixes if a recording fails to appear or is hard to locate.