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8x8 Support

How to Manage Call Recordings in 8x8 Admin Console

Note-Icon.png NoteTo manage your call recordings in Account Manager, the legacy version of 8x8 Admin Console, click here.

Objective

To manage (download and/or delete) your call recordings in 8x8 Admin Console.

Applies To

  • 8x8 Admin Console
  • Call Recordings
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Typically call recordings will populate in 8x8 Admin Console within an hour; however, it may take up to 24 hours to appear.

Procedure

Download Recordings

  1. Log in to 8x8 Admin Console.
  2. From the main Home page, click Call recordings.
    • Note: You can also click the Menu icon, in the top left of your screen, and select Call recordings from the menu.
      Screen Shot 2020-11-02 at 12.02.09 PM.png
  3. Check All in the Filters bar to view all your call recordings. You can also filter recordings by:
    • Date: Select a starting and ending date to look for calls within a date range.
    • User: Search by user name.
    • Direction: Check the box next to Inbound or Outbound to view your incoming or outgoing calls.
    • Region: If you have multi-region PBX's on the same account you will also see an option to filter by PBX.clipboard_e84c03c3c833383526d56a10a956fbb2e.png
  4. Check the box to the left of your recording.
  5. Click the Download button.

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6. Click the clipboard_e3babbe3acf96a785bc8905c59ac3f09c.pngicon on the right hand side of the screen and click Download ready to download your recording.

At this time, download by filter it is not supported. Engineering is working on the feature and once available, we will update this. 

Delete Recordings 

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Note: 8x8 Support is not able to delete recordings on behalf of customers. Please use the steps below to delete your recordings.

  1. Log in to 8x8 Admin Console.
  2. From the main Home page, click Call recordings.
    • Note: You can also click the Menu icon, in the top left of your screen, and select Call recordings from the menu.
      Screen Shot 2020-11-02 at 12.02.09 PM.png
  3. Right-click and select Delete. The Delete recording ? prompt displays.
  4. Enter DELETE in capital letters in the Please type “DELETE” field and click Delete.
    call-rec-delete-prompt.png

The call recordings are now deleted.
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To delete one or more call recordings by filter

  1. From the Home / Call Recordings screen, select the check box to the left of Interaction date.

  2. Click Select all filtered recordings. If filters are set up, all recordings that correspond to those filters are selected for deletion.

    Note-Icon.png Note: If no filter has been set up, then all call recordings are selected for deletion.
  3. Optionally, click Clear selection if you want to change your decision to delete the selected files. This clears all the selected files for deletion

  4. Click Delete. The Delete recording ? prompt displays.
    call-rec-delete-prompt.png

  5. Enter DELETE in capital letters in the Please type “DELETE” field and click Delete. The Deleting Recordings prompt displays.
    call-rec-deleting-stop.png

Optionally, click Stop if you want to stop the deletion process for any reason. This stops the deletion process immediately, but recordings that have already been deleted before you stopped the process cannot be recovered. If you do click Stop, all recordings that have the selected filter are permanently deleted. The deletion process varies depending on how many recordings you have.

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Note: CAUTION: If no filter exists, then all recordings are deleted.

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Note: Deleted recordings are permanently deleted cannot be recovered.

To delete all call recordings

  1. From the Home / Call Recordings screen, select the check box to the left of Interaction date to automatically select all calls.
  2. Click Select all filtered recordings.
  3. Click Delete. The Delete recording ? prompt displays.
    call-rec-delete-prompt.png

  4. Enter DELETE in capital letters in the Please type “DELETE” field and click Delete. The Deleting Recordings prompt displays.
    call-rec-deleting-stop.png
  5. Optionally, click Stop if you want to stop the deletion process for any reason. Deletion stops immediately, but recordings that have already been deleted before you stopped the process cannot be recovered. If you do not click Stop, all call recordings are permanently deleted.
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Deleted recordings are permanently deleted cannot be recovered.

Note-Icon.png Note: Users who have call recording set to Always On should be especially wary of their recording storage to avoid fees. 8x8 Support is not able to delete recordings on behalf of customers/users.

Additional Information

 

Why does it sometimes take up to 24 hours for call recordings to appear?

While most recordings will populate relatively quickly, variances in load in different parts of the recording collection and upload process can delay the recordings appearing in the front end. This mismatch between the front end and back end is corrected by processes that run with longer intervals resulting in the increased time between the call and when the recording is available.

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