Recordings Troubleshooting Guide

Conquer Voice 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 in the DS Admin > Recordings subtab, but can't see where to create a recording, it's because recordings are created in DS User > Recording Management subtab.

Unable to Pause Recordings

Not all companies have the ability to pause recordings enabled, but if your company does and the button does not update when clicked, first try refreshing the page. If the button updates correctly after the page was refreshed, that means that the recording did pause successfully, but the softphone didn't update correctly. Contact us to let us know that the softphone did not update when the pause record button was clicked. 

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 are having trouble locating or listing to call recordings there are a number of reasons this might me the case:

1. You might not have the access to these fields. If that is the case, turn to your CRM administrator for assistance. 
2. If your call recordings only have audio from you it may be due to Recording Redaction settings set by your admin in your org. 
3. 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.
4. Auto Record might not be enabled. Verify with your Salesforce Administrator if Auto Record feature has been enabled in DS Management > Global Settings. Otherwise, the calls won’t record unless the agent manually records the call.
5. 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.

Voicemails

Voicemail drop-in recordings are managed in the same way as pre-recorded greetings.  Look over the article to make sure you are dropping at the right time.

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.

If inbound calls ring too long before going to voicemail or not ever going to voicemail, then have your admin check the agent time out and hold time out for that specific inbound number.

If you have checked all of the above items and are still not receiving voicemails to your inbox, please reach out to our support team.