Accessing and sharing call recordings in zoom App
All call records for phone users or call queues are accessible to account owners and administrators. Similarly, a phone user can access their own call recordings and share their own recordings with others.
In addition, Zoom Phone role management allows users to gain access to call recordings for specific users, call queues, or sites using the Zoom Phone Role Management feature.
Prerequisites
- Account type: Business, Education, or Pro
- Administrator or owner of the account
- License for Zoom
- Enabled policies for automatic or ad-hoc recording
How to access call recordings
- Access the Zoom web portal by logging in.
- Select Phone System Management from the navigation menu.
- On the Recordings page, click the button.
- To filter call recordings, use the search box at the top and the drop-down menus at the bottom.
How to identify call recordings
- There are two columns in the caller ID: the From and To column shows the name and number of the caller ID originating the call (From) as well as the target (To).
- For callers that do have a caller ID, Anonymous will appear in the entry for that caller (the caller had hid their number and caller ID name).
- There will be a display of the party’s profile name and their extension if they are an internal phone user.
- In addition to displaying the name of the user who made the outgoing call from the call queue, this column also displays the name of the user who answered the inbound call from the queue.
- When the recording of the call occurs during a call queue call, the owner (the person who started the call) must be identified
- Call bookings can either be owned by the user or a call queue, indicating if it is an ad hoc or automatic recording. The owner column indicates if it belongs to the user or the queue.
- Displays the User name if an in-call control was used to record an ad hoc call. An in-call control is associated with the member or phone user who placed the call.
- Displays the Call queue if the call was automatically recorded. Recordings are associated with call queues.
- Recording Type column: Indicates whether or not the call was automatically recorded or if ad hoc recordings were initiated manually during a call by the phone user.
How to play, download, or delete call recordings
To manage call recordings, click the following links:
- Play icon:
- View transcripts and play recordings (if they are enabled in policy settings).
- Click the ellipsis icon (…).
- Download:
- Create an MP3 file from the recording.
- Delete:
- Remove the recording from the drop-down list. By checking the box next to the contact name/number and clicking Delete, you can delete several entries at once.
How to share call recordings
Note:
You can grant access to call recordings to other Zoom Phone users via role management.
Phone user
Each phone user can upload or download all call recordings that belong to them.
Note:
The Zoom web portal is the only way for phone users to access recorded calls.
- Log in to the Zoom web portal by entering your email address and password.
- Click the Phone System Management link from the navigation menu, followed by Users & Rooms.
- Select the phone user by clicking their name.
- The following window will appear.
- You will need to locate the option to record calls automatically or to record calls on a per call basis.
- Select Manage Members and click Access.
- Then you will need to click Add User, then specify the following information:
- Access:
- If you want to share the recordings with another phone user, you need to enter the name or extension of that user.
- Able to:
- To enable or disable recording downloads or deletions, click the check boxes. By default, call recordings are accessible.
Note: - The owner of the recording is not excluded from being able to delete recordings if they are allowed by phone users to do so.
- Save the recording.
- You can display the admins with access by clicking the Admin tab.
Call queue
Recordings of call conversations that are in a queue can be shared and the user can choose whether to download or delete them.
Automatic recordings are the only ones included in call queue recordings. Calls recorded by members of the call queue are not included. Automatic recordings associated with the call queue are available by default to account owners and admins. Call queue recordings can be enabled in the policy settings.
Note:
The Zoom web portal is the only way for phone users to access recorded calls.
- Zoom’s web portal can be accessed by logging in.
- To access the Call Queues page, click Phone System Management from the navigation menu.
- Select the call queue from the list.
- Then, click Policies.
- In the Automatic Call Recording section, make sure the setting is checked.
- You will then be asked to access the Manage Members page.
- To do so, click the Add User button and then follow the instructions:
- Access:
- If you want to share recordings with someone, enter their name or extension.
- Able to:
- Choose whether the phone user should be able to download or delete recordings by clicking the check boxes. Default is to grant the phone user access to recordings.
Note: - The owner of the recording does not need to take any action if a recording is allowed to be deleted by a phone user.
- Save the recording.
- You can find out which admins have access by clicking the Admin tab.
How to change a phone user’s level of access to call recordings
The ability to play, download, or delete call recordings can be changed for each phone user. Whenever you use the phone for the first time, you will be able to play, download, or delete your own ad hoc recordings (recordings which start during the in-call process).
This setting can only be changed at the phone user level for ad-hoc recordings, not for automatic recordings. This setting cannot be changed at the account level, nor can it be changed at the site level.
Note:
Zoom phone policy settings allow for ad hoc or automatic recording for phone users to be enabled or disabled.
- Zoom’s web portal can be accessed by signing in.
- Then click User & Rooms from the navigation menu.
- Then click the phone user’s name from the drop down list.
- Click the “Policies” tab of the window.
- Please locate the setting that allows you to record automatic or ad-hoc calls by scrolling down.
- You will find that it is under Manage Members.
- Please click the ellipses (…) button on the right side of the user whose phone number you want to edit. Then, choose from the following options:
- Remove:
- Remove the selected phone user’s access to all the applications.
- Edit Permission:
- Allow or deny access to the selected applications. If you want the phone user to be able to download or delete the recordings, you need to select the check boxes. If you do not do this, the user does not have access to call recordings.
Note: - Deleted recordings are deleted for all users who are allowed to delete the recording, including the owner of the recording if that owner is allowed to delete the recording.
- After clicking Save, the recording will be deleted.