Listening to Recorded Calls

Client-Side Recordings

To listen to the local recordings, go to the directory where the recordings are stored. You can check the location from Tools > Settings > Phone > General > Recording. When calls are being recorded, the following subdirectory structure is created:

• Date (in the format YYYY-MM-DD)

  (for example 2011–06–13)

  • User name

    (for example julie.adams)

The file name contains:

• Call type (IN, OUT, or OB campaign ID)

• A number if the call is an inbound call or B number if the call is an outgoing call

• Call ID

The following is an example of a directory structure and a file name of an outgoing call that has been recorded locally:

C:\CALL RECORDINGS\2011-06-13\julie.adams\OUT_040123467_80A5FB36-23B1-E111-9205-005056860467.wav

Server-Side Recordings

To listen to the recordings created by the server-side recording method, do the following:

1. Go to the History tab page.

2. Click the row whose recording you want to listen.

   The button for listening the recording is activated.

3. Click the Listen button.

   The recording starts to play, and you can use the player buttons, for example, to replay or to pause the recording.

4. If the administrators have enabled the logging of recording listening, the Rec. Listening Log tab page of the Contact Details dialog window opens:

   1. In the Reason for Listening area, enter the explanation why you are listening to the recording.

   2. Click Update.

      Your explanation is moved to the Description column.

      You can use the Listen button to listen the recording again.

You can also listen to the recordings in Tools > Calls. When the call is recorded, the icon in front of a name or a number is enabled. Click the icon to start listening the recorded call.