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Call Recordings

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Last Updated: 09/18/2018

Call recordings are included at no additional cost through all of our plans.

Calls will be recorded as soon as the phone is answered by either a person or a voicemail/voice prompt system. If you see a short call without a recording, its likely because the caller never got past the ringing portion of the call.

Call recordings are accessed within the call log. When listening to a recording, you can click the “pop out” link in the log to listen to the call in MP3 or WAV format.  To download the audio file for a particular call, you can right click the format link in the pop-out window and select “save target as.”

You can enable and disable call recordings for both inbound and outbound calls in the call settings page within the numbers menu.  From the call settings page, click “edit” next to your settings configuration (such as “account level”), then scroll to the Call Recordings section.

Call recordings

Call recordings are stored for the life of your account. CallTrackingMetrics may, after 60 days post account cancellation, delete these recordings. For more information, please see section 7.5 in our Terms of Service.

You may find that there are times where you want to purge your call recordings. You can do this by going to your Account Settings page under “Tools” (bottom of page). This will prompt you to select your date range that you want to delete. This will delete all calls for that date range and can not be undone.

If you have calls with no audio in your account, here are a few common reasons for calls to not have recordings and how to check for them:

The call has no talk time

1) The call has no talk time.  CallTrackingMetrics will only create recordings for calls that are answered (by a person, automated phone system, or a voicemail) and have talk time.  If the call status in the Metrics column shows anything other than “answered,” it is expected that there would be no talk time on the call.

To check the talk time on a call, hover over the “speaker” icon in the call log.  This will show a breakdown of the call by ring time, talk time, and total call duration.  If the talk time shows “0,” that means there was no conversation to record on that call.

2) The tracking number does not have recordings enabled.  If call recordings are disabled for one or more settings configurations on the account, or if the configuration a tracking number was assigned to was deleted, calls on that tracking number will not be recorded.

To check that recording is enabled for a number, go to Numbers → Call Settings and click “edit” next to your call settings configuration (the default is “Account Level,” but you may have more in your account).  In the Recordings section, make sure recordings are set to “on.”

Then, make sure that your tracking numbers are assigned to use those settings, click the “edit assigned tracking numbers” button at the very bottom of the page. All tracking numbers in the list on the right are assigned to use the current call settings configuration. If any numbers appear in the list on the left, make sure they are assigned to one of the configurations on your account.

3) The call audio was deleted by a user on the account.  If an audio file has been deleted from the account, it will be deleted permanently and is not recoverable.

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