Locating the Call Recording

" Where do I find my call recording? "

• Did you disposition the call? Verify that the call was dispositioned on the record. Otherwise, the call recording will not be saved on the record. To find call recording...

In Classic (V2) Professional:

Navigate to the record then click on the logged task under the Activity History section. The link will be located in the comment section of the logged call.

Classic (V2) Enterprise or higher:

Navigate to the record then click on the logged task under the Activity History section.

Click on the hyperlink on the DSRecordingURL field to download the call recording, which can be saved and archived as an Mp4 File:

Denali (V3)

Navigate to the record then click on the logged task under the Activity History section.

Click on the Play Recording hyperlink on DS Get Recording field to stream the call recording.

To download the recording click on the Get Recording button:

" My call recording greys out and isn’t playing. "

• When was the call recording created? Verify that the call recording was created in the last 30 days. By default, DialSource will store call recordings for 30 days from the day the calls were recorded. Afterward, the calls will be purged from our server. *For extended call recording storage contact your Customer Success Manager or DialSource Support*
• [Denali Only] Is Auto Record enabled? Verify if Auto Record feature is enabled. Otherwise, the calls won’t record unless the agent manually records the call.
• Is the call still in progress? A transferred call will show up in the Activity History as soon as the disposition is logged, but the recording won't be encoded until the conversation between the client and the person you transferred the call to is complete.