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            Listen to and Collaborate on Voice Call Recordings

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            Listen to and Collaborate on Voice Call Recordings

            To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony
            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.

            If you don’t see the recording for a voice call, contact your admin to get access to the recordings. To listen to a voice call recording, you must belong to the contact center from which the recording originated unless Universal Call Recording Access is enabled.

            Important
            Important For data protection reasons, all users with access to Salesforce Voice call recordings must agree to being recorded. The first time a user tries to listen to a call recording or make or receive a call, they see a message asking them to agree to being recorded. If the user doesn’t agree, they can’t make or receive calls or listen to call recordings, and they’re prompted again the next time they log in.
            1. To view the Voice Call list, open the Voice Calls tab.
              Alternatively, open the App Launcher, enter Voice, and select Voice Calls.
              App Launcher showing the search bar for items
            2. Click the Voice Call record for the call that you want to listen to.
            3. To listen to the recording, click the Play icon on the Call Audio Player [1].
              Call Recording Player component
              • To fast forward or rewind by 15 seconds, click the circular arrows.
              • To change the playback speed, click the 1x [2].
              • To skip to a different part of the call recording, click the audio indicator [3].
            4. To comment, click the white space above the progression bar on the call recording and enter your comment.
              • To view a comment, click the diamond above the progression bar.
              • To follow a comment thread, click Like.
              • To respond, click Reply.
              • To mention a colleague or group, enter “@” and the name.
            5. You can also view, reply to, edit, and delete comments on a call recording in the Chatter Feed.

              Comments are created in plain text. You can’t insert or attach images, file attachments, and rich text in the comments. You can insert emoji if you reply in the Chatter Feed, but not if you reply in the Call Audio Player.

            To enable Salesforce and contact center users to listen to call recordings in the Call Audio Player, ensure that they have access to the recordings. If they don't have access, the Call Recording Player in the Service Console doesn’t appear. If you see the “You don’t have access to this content” error, ask your admin to check if single sign-on (SSO) is failing or timing out for you. See Voice Call Recordings.

            See Also

             
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