Play, download or delete a call recording

Recorded calls live in call history in the admin portal. From there you can play any recording on your account, keep a copy, or delete one.

Recording laws vary by state. Your company is responsible for any notice or consent they require.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

Call recording comes with every plan. A call has a recording only if recording was on when it happened, and recordings stay available for 30 days. CallSprout sets your account's recording default with your company during setup, and you can change it for each user. See turn call recording on or off for a user.

The recording icon appears on a recorded call only when playing or deleting recordings is turned on in call settings. If you know a call was recorded but can't see the icon, contact support.

Play a recording

1. 1
   Step 1:

   Open call history

   Go to Reports, then CDR. Find a past call in call history covers the filters in detail.
2. 2
   Step 2:

   List recorded calls

   Set the dates, turn on Show recorded calls only, then select the search icon.
3. 3
   Step 3:

   Tick the call

   Check the box on the row you want.
4. 4
   Step 4:

   Play it

   Select Listen. Depending on your browser, the recording either plays in a player or downloads as a file.

Keep a copy

When Listen downloads the file, that download is your copy. If your browser plays it instead, most browsers let you save the audio from the player. Store the file wherever your company keeps its records.

Delete a recording

1. 1
   Step 1:

   Tick the call

   Find the call in call history and check its box.
2. 2
   Step 2:

   Delete it

   Select Delete Recording.

This removes the recording from storage, so download it first if anyone might need it later. The button shows only when deleting recordings is allowed on your account.

Don't see this option? Contact support and we'll set it up for you.

Archived recordings

The call recording archiving add-on keeps recordings beyond the standard window. Archived recordings stay in the same CallSprout storage as your other recordings, and you find and play them in call history the same way. Keep call recordings longer with archiving explains it.

Troubleshooting

• No recording icon on a call. Recording may have been off for that call, or the recording may be past the time recordings are kept. Ask support if neither explains it.
• An archived recording won't play. Contact support.