Manage Recordings
All user levels can be configured to view, edit, delete, download, and/or play recordings stored on the ISR (or other configured storage facility). However, a Tenant Administrator and Tenant User, if granted teh appropriate permissions, can edit, play, download, and delete their own recordings only.
Note:
Recordings that display are dependent on the level of user currently logged into the ISR Dashboard.In addition to viewing, editing, playing, downloading, and deleting recordings, a user with Notes and Scoring permission can also specify notes for a recording, and specify a rate or score for a recording. A recording can be rated or scored from 1 star to 5 stars, with 5 stars being the best. For more information about assigning a score to a recording see Recording Details.
You can access the Recordings from the Home page by clicking Find Recordings (or by clicking Recordings on the top menu bar).

Each recording displays on the Recordings page with information about that recording.
Recordings Page

The following table describes each possible column on the Recordings page.
Column Heading | Description |
---|---|
Time | Specifies the start date and time of the recording. This column is based on the User’s preferred time zone locale. |
From | Specifies the calling party. |
To | Specifies the called party. |
RSS Ingress Call ID | Specifies the call-id from the SIP headers of the initial INVITE. |
RSS Egress Call ID | Specifies the call-id from the SIP header of a secondary call leg. Only applicable for pass-through or Record & Save routes. |
Duration | Specifies the length of time, in seconds, of the recording. |
Session ID | Specifies the unique X-ISR-UCID for this recording. |
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Downloads the selected recording to a file on your PC. |
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Deletes the Recording from the ISR system. |
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Screen recording playback is available. |
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Video playback is available. |
Playing a Recording
After a recording occurs on the ISR, it is saved as an audio, and optionally video, file so a user can review the details of the recording and playback the audio and video. Play a recording by first choosing it in search results or the default listing to bring up the Recording Details page, then clicking the Segment tab and the play button for that recorded Segment file.
Note:
The recording’s metadata is saved in the ISR database.The Recordings page displays all up-to-date recordings that meet the search parameters and access level restrictions of the user. Depending on the size of your storage device (Network Attached Storage (NAS), Storage Area Network (SAN)), older recordings may not be stored locally. However, this is transparent to the user viewing the recordings. Regardless of where the recordings are stored, all recordings display on the Recordings page.
Before playing recordings, make sure you have a media application that plays audio files with a .wav format. For more information about the software requirements and recommendations for playing recordings, see Requirements/Recommendations.
To play a recording:
Viewing and Editing Details of a Recording
The ISR Dashboard allows you to view and edit specific details and metadata of a recording if required. From a Recording’s Details page, you can:
- Play a recording.
- Assign custom data fields to a recording.
- Specify whether or not the recording is completed.
- Assign a length of time, in hours/minutes that the reviewer spent reviewing/transcribing the recording.
- Specify notes pertaining to the recording.
- Assign a rating to the recording.
- Create a category for which to place the recording.
- Transcribe the conversation that took place on the recording.
To play a recording from the details page:
Recording Details
The ISR allows you to assign specific information to each recording that can be used to identify and analyze calls. You can save this information to be reviewed at a later time. You can display the additional details and add specific information about a recording by clicking Details on the Recording Details page.
For each recording stored in the Recording list, you can perform the following:
- Apply a score to the call session (a rating on a scale from 1 to 5 stars, with 1 being the worst and 5 being the best). The score is at the discretion of the Administrator or User that is scoring the recording.
- Specify whether or not the call session represents a complete transaction.
- Specify the number of hours spent on the call session (for example, transcribing or reviewing).
- Write notes about the call session.
- Transcribe the conversation that took place in the call session.
After specifying and saving this information, the data is attached to the applicable recording and stays with the recording even when the recording is archived. Administrators and users can create reports against the call scoring information in the database.
Note:
To add or change detailed information about a recording, the user must have permission privileges for the Account’s route associated with the recording. To provide permission to set “Complete Transaction”, “Notes/Transcription”, and Rating, see Recording, Editing Permissions.Viewing Recording Details
To display details:
Recording Details Custom Data
Specifies custom data values to associate with this recording. This information is specific to this recording
Create custom data fields via the Admin page's
Custom Data
Fields link. For more information on configuring Custom Data, see
"Custom Data".
Note:
To add or change detailed information about a recording, the user must have permission privileges for the Account’s route associated with the recording. To provide permission to add Custom Data Fields, see "Custom Data".Archiving Recordings Permanently
You can view archival status of a recording by clicking File Location on the Recordings Details page.
You can also flag a recording to remain archived permanently.
To flag a recording to never expire:
Recording Session Metadata
You can view specific metadata, including extension metadata, about a recording by clicking Session Metadata on the Recording Details page.
Segment Session Participant Metadata
You can view specific participant metadata, including extension metadata, about a recording by clicking Session Participant Metadata on the Recording Details page.
To view Session Participant Metadata:
Displaying DTMF Data in Segment Details: Routes
You can configure the ISR to display DTMF data within a call’s recording details for digits transmitted via RFC 2833 and SIP INFO. The Record DTMF parameter has been created which allows you to specify whether or not to display DTMF details on either a per-route or per-account basis.
To enable the ISR to display DTMF details for a particular route: