Skip to main content
How to Retrieve Call Recordings
8x8 Support

How to Retrieve Call Recordings

 

Objective 

With call recording, extension users can record their own incoming and outgoing calls, play them back, download, or delete them. Set the recording feature to record all calls, record calls selectively, or to never record calls. You can also set notifications that will announce to the user and the person they are calling that a call is being recorded.

Note: To enable Call Recording in Work for Desktop, click here

Applies To

  • Work for Desktop
  • 8x8 Admin Console 

Procedure 

Download Recordings in Work for Desktop

  1. Log in to Work for Desktop.
  2. Click Call Recordings.
    Screen Shot 2019-08-15 at 3.21.01 PM.png
  3. Click More Options (three dashes).
  4. Click Download.
    Screen Shot 2019-08-15 at 3.21.57 PM.png

    Note: To enable Call Recording in 8x8 Admin Console, click here

Download Recordings in 8x8 Admin Console 

  1. Log in to 8x8 Admin Console.
  2. Click Call Recordings
    Screen Shot 2020-02-06 at 9.47.18 AM.png
  3. Click in the Search Filters field. A drop-down listing filter types displays that let you sort by predefined filters, exact match, consecutive characters, and incomplete match:
    • Predefined Quick Filters:

      Predefined filters that let you sort by:

      • Recent Contact Center Interactions
      • Recent Generic Interactions
      • Recent Meetings
    • Full Name: Filter by the full name of the user or agent whose calls are recorded.
    • Extension: Filter by a user's extension.
    • Direction: Filter by interaction direction such as Inbound or Outbound calls.
       
  4. Select a filter you want to use, click the drop-down options, and enter partial or full numbers or names. 
  5. Click within the Search Filters field each time you want to add an additional filter.
    call-rec-filter-example.gif
  6. Click the Download icon to download the call recording file.

call-rec-download-example.gif

Retrieve a recording from archive

  1. From the 8x8 Admin Console Home / Call Recording page, right-click on the archived recording you want to retrieve. An archive icon appears to the right of the call’s interaction date. clipboard_e0f45077daa6212fb4d1f7cccb0fab440.png
  2. Right-click on the archived recording and select Retrieve. Or, select the archived recording and click Retrieve  above the Interaction date column. You can retrieve one record at a time or bulk retrieve up to 2 GB of archived records at once.clipboard_e4a3cfed71792bc50134d8717de146f34.png
  3. The Retrieve recording? dialog displays. Click Retrieve.

    It can take up to 12 hours to retrieve recordings.

  4. An circular wait  icon displays indicating that the retrieval is in progress. When the recording is retrieved from archive, you receive a notification email from where you can directly access the retrieved recordings.