Calls Missing from Account Manager Call Recording Bulk Download

Symptom

When downloading user call recordings in bulk, the number of call recordings shown in Account Manager is greater than the number of call recording files downloaded. 

Applies To

• Account Manager
• Bulk call recording download tool

Cause

The reason for the number of recordings files being lower than the number of calls recorded in Account Manager is that internal calls between two extensions that both have call recording enabled will show as two calls in Account Manager but will only generate one file.

This is because the file has the same name as it is essentially the same call. The readme file that comes with the recording file will still show both logs of the call.