Locating the Call Recording

Note: Ring time is included in the Call Duration value, but the recording starts when the call connects. This means that if a user hangs up an outbound call while it's still ringing, it will have a Call Duration but no recording.

In the Standard Package locate the task associated with the call. In the Denali Call Info section click on Play Recording.

In the Enterprise Package locate the DSA and in Call Information section click on Play Recording.

If you're unsure which package you have, check out this article about identifying your package version.

In order to download the recording click on the vertical ellipsis.

Then click Download.

Note: If you see the field for the call recording, a recording exists. If you do not see the option for "DS Get Recording, play recording", you do not have read access or permission to the field. If this is the case you will want to reach out to your System Admin.

Also, keep in mind that recordings can only be accessed in a certain time frame. Conquer Voice call recordings are kept for 30 days, expiring after that.  For security reasons, expired recordings are deleted permanently and cannot be recovered. For more information on that please check out this article: Call Recording Retention.