Managing Customer Data (recordings, history, and more!)

How Do I Find a Call Recording?

Call History

Call History is an important part of managing customer satisfaction and increasing retention. 

  1. Your Call History Tab will display the Call Data Record (CDR), which includes original destination, Extension/User reached, duration, and other call details.   It will also display the Call Recording (if enabled). 

  2. Users with Manager/Admin permission levels will be able to listen to and download Call Recordings for the domain.  Users with access to their own Extension will be able to listen to and download their own Call Recordings (if enabled). 

How Do I Listen to Domain Call Recordings?

Users with Manager/Admin permission levels will be able to listen to and download Call Recordings for the domain.   Call Center Supervisors will be able to listen to and download Call Recordings for the Call Queues that they have been assigned to manage. 

Instructions

  1. You must be in the Manager View to view Call Recordings for the domain.  If you are not in the Manager View, click Manage Organization or Manage Call Center.  Then choose the Call History Tab.



  2. A list of the calls made and taken for the specified date range will be displayed in the Call History list. 



  3. To change the dates, type of call, Department/Site, or Extension, click Filters.  Note:  Call Center Supervisors will want to use Filter to access the Call Queues that they have been assigned to manage. 

    1. Make your selections and then choose Filter.


  4. Highlight any call and additional options will appear to the right of the selected Call. You may: 
      
    1. Download the Call Recording (if Call Recording is enabled for your domain).
    2. Listen to the Call Recording (if Call Recording is enabled for your domain). 

How Do I Listen to My Own Call Recordings?

Users with access to their own Extension, such as Basic Users, will be able to see their own Call History and access their own Call Recordings. 

Instructions
  1. Choose the Call History Tab.
    1. Note:  If you have Manager/Admin capabilities, you can either Filter for your own calls in your Manager View, or switch to your Extension View by clicking the dropdown beside your Extension Name and choosing My Account. 


  2. A list of the calls made and taken for the specified date range will be displayed in the Call History list.  


  3. You may adjust the dates that you are searching for by clicking Filters.

    1. Make your choice, then choose Filter.


  4. Highlight any call and additional options will appear to the right of the selected Call.

  5. You may: 

    1. Download the Call Recording (if Call Recording is enabled for your domain).
    2. Listen to the Call Recording (if Call Recording is enabled for your domain). 


Need More Information About Our Options and Features?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

Admin Guides include both the Manager and Extension View capabilities for your Portal. 
  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to your Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide

Want to Learn About "Live Call Monitoring"?

Go here for more information:  Live Call Monitoring ("listen in").

Want to Learn About Call History?

Go here for more information:  Managing Customer Call History.


Want to learn more about Call History or Call Recordings?

 

Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 

Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.

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