Accessing recording files

Agents can access the call recordings associated with calls for which they are involved. Supervisors with appropriate permissions can access the call recordings associated with voice interactions.

To access call recording files

1. Click History and select a call.

2. Click the Recordings tab. It displays the available recordings.

   Note:

   • It is recommended to not use ACD calls directly to a queue. This is because the calls that are not routed through IVR are not visible in the ​Recordings​ tab and therefore you cannot playback the recording.
   • If there are no recordings available for the selected call, it displays the following message "There are no recordings".
3. Go to a specific recording and perform the following actions:
   • Play - click the button to listen to recordings without downloading them. You can click the button to pause the recording and play again.
   • Download - click the button to download the recording file to users local device.