Users with permission to listen to their own calls or higher can access recorded calls through the phone app—on either the desktop softphone or web phone. They can view call details and playback recordings from the Call Session screen. This guide explains how to access and use these features.
Instructions for Playing Back a Recording
- On your softphone or web phone, navigate to the Call History section.
- Go to the specific call that took place and hover over the time associated with that call.
- Click the ellipsis (three dots).
- From the menu, click on Play Recording.
- You will be redirected to the call session page, where you can listen to the call or download it.
Accessing the Call Session View and Playing the Recording
- Call Session Timeline: Once in the reporting UI, click on the call session timeline to view the details of the call.
- Recording Timeline:To start playback, click on the recording timeline.
- Call Details: View detailed information for each call session, including the call’s start time, talk time, queue name, answer time, duration, direction, end time, Incoming Caller ID, hang-up cause, ring time, DID (the phone number the caller dialed), and interaction ID.
- Media Player Controls: The media player offers options to pause, rewind, fast forward, adjust volume, download, and close the recording.
.png?table=block&id=121f0d27-c798-80fc-9074-dd4269f5c3d7&cache=v2)