How to handle Recorded calls in the Admin portal

As an Administrator, you can listen to all users and queues Recorded calls directly in the Admin portal.

The Administrator need the Accessing recorded calls (Listen to and download recorded calls) permission to access this tab. For more information on permissions, visit our FAQ article Permissions.

1. Log in to the Admin portal.
2. Navigate to Recorded calls.
   
3. In the main view you have a filter barwhere you can quickly and easily see:
   1. Date = date and time for the call.
   2. User = the user the call is connected to.
   3. From = from the caller (the user can be on both sides, depending on if It’s an incoming or outgoing call).
   4. To = receiving caller (the user can be on both sides, depending on if It’s an incoming or outgoing call).
   5. Direction = if the call is an incoming or outgoing call.
   6. Length = length of the call.
   7. Transcript = checkbox indicating whether a transcript has been added.

Search for specific calls

1. First, choose which Users or what PBX services you want to have Recorded calls on (you can also choose multiple users and queues in the same search).
2. Under Counterpart, you can write the specific number you want to see Recorded calls on (this means that you can search if a specific number has called to the specific user or queue). 
3. Under Time period, you have four different choices:
   -Last 24 hours. 
   -Last 7 days.
   -Last month (one month back in time).
   -Custom interval (data on Recorded calls from and to a specific date).
   
4. Under Call length (in seconds), you can choose the minimum and maximum length of the call (if you leave the field empty, you will get all call lengths).
5. You can also search for “Inactive numbers" which means numbers and users that have been deleted in your environment. 
6. When done > click Search.

Call recording and Transcript

When clicking on a user, you can view both their Call recordings and Transcripts.

1. Click on the call you wish to view the Call recording and the Transcript for.
   
2. A panel will appear on the right-hand side with the following options.