Denali makes use of recordings in three different ways: Greetings, Recordings of calls, and Voicemails (both prospect and agent drop-in).
Unable to Record Greetings
If you are unable to create recordings because nothing happens when you click the buttons, here is an article that has a workaround for that issue:
DS User, DS Management, DS Admin tabs show an error or don't respond.
Can't Listen to Call Recordings
If you are unable to locate call recordings here is an article that shows where to find call recordings: Locating the Call Recording. However if you can't see the recording fields you might not have the access to these fields. If that is the case, turn to your CRM administrator for assistance.
If your call recordings only have audio from you it may be due to Recording Redaction settings set by your admin in your org.
If you are trying to play a call recording, but it's not playable, it may be due to the recording being expired. This is explained further in our Recording Retention article.
Auto Record might not be enabled. Verify with your Salesforce Administrator if Auto Record feature is enabled. Otherwise, the calls won’t record unless the agent manually records the call.
The call might still be 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.
Voicemail drop-in recordings are managed in the same way as pre-recorded greetings.
If you are not receiving voicemails from prospects to your email inbox as outlined in our How to Listen to a Voicemail article, please check with your CRM administrator or manager to make sure that your Inbound DID has been correctly configured and that voicemails are not being sent your email spam folder.