Jump To

• Prerequisites
• Enabling Recording
• Listening to Calls
• Downloading Calls
• Troubelshooting/FAQ

Prerequisites

• To listen to calls on the phone platform, it must be enabled by the TotalCX support team. In some cases there may need to be a contractual agreement to enable these features. 
• When setting up these features, only some specified users may have access to listen or view call recordings on the phone platform. 
• Users, devices, or call queues will need to be set to record before recordings will appear.

Enabling Recording

Enable Recording for a User

1. Navigate to the user's Profile tab
2. Set the Record User's Calls field to Yes
3. Click Save

Enable Recording for a Specific Device

Navigate to the user's Phones tab

1. Click the Edit icon
2. Set the Record Calls field to Yes
3. Click Save

Enable Recording for a Call Queue

Navigate to the Call Queues menu and select the queue you wish to record.

1. Set the Record Calls field to Yes
2. Click Save

Listening to Calls

Navigate to the Call History menu. You may need to filter out the calls you would like to see.

1. Click on the Listen icon
2. Click on the Play button

Downloading Calls

To download a call from the phone system, simply click on the Download icon. You may be prompted where to save the file. 

Troubleshooting/FAQ

What if the Listen button is grayed out or I cannot click on it? 

This means that the call was not recorded, it may be that the user, device, or queue was not set to record. See the above section Enabling Recording.

Please reach out to our support team if you need assistance with this.