Purpose and location
Find, play, retain and export authorized call recordings.
Open Insights → Recordings. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Start with the narrowest tenant, participant and time range. Access to call evidence may expose personal data and must follow the assigned role and retention policy.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Filter by call, participant or date.
- Check consent and policy before playback.
- Add notes or tags without altering source evidence.
- Export only through an authorized workflow.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Recording policy
- Extension, group, queue or all-call capture rule.
- Retention
- Automatic deletion interval or indefinite preservation.
- Storage
- Local or configured external target.
- Access
- Role and scope controlling playback and download.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Place a consented test call and verify the recording is linked to the correct logical call.
- Confirm an unauthorized user cannot play or download the file.
- Verify retention and external storage health with a disposable recording.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Recording law and consent requirements vary by jurisdiction; obtain legal approval before enabling capture.
- Exports create additional copies that must follow the same retention and access policy.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.