Call Recording is a configurable feature by domain, conference bridge, queue, device, agent, and user.
Call recording is enabled on the ‘User’ settings in the Manager Portal by a Site Manager or Office Manager. Alternatively please speak to your provider of Cross Connect to enable Call Recording.
Download/Listen to a Call Recording
1. From the Portal, navigate to the Call History screen.
2. If a Call Recording is available, then across from the CDR, click to Download as a .wav file or to Listen (opens a playback scrubber).
If Call Transcription and Sentiment Analysis is enabled then a transcription of the call will be displasyed when you select Listen.