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Recorded Calls

The Recorded Calls section is where you view, manage, listen to, and analyze call recordings. Recordings support quality assurance, training, dispute resolution, and compliance - and with AI analysis they become searchable, summarized, and scored so you can review the important calls without listening to every one. What gets recorded is controlled by the Call Recording settings on the Tenant and User Extension; this screen is where those recordings are consumed.

Organization Analytics Recordings

Reports > Recorded Calls (new) opens the analytics recordings page (/reports/recordings.html) with period filters and playback suited to the shared reports UI. The classic Configuration Manager recordings grid remains available as Recorded Calls (classic). Call Detail stories in Organization Analytics and CDR (new) can also open recordings for a specific call.

You can filter recorded calls by the type of object they are associated with, a range of dates, destination, and caller id.

Note that the users can only see recorded calls for the tenants they are allowed to manage.

You can listen to a recorded call by clicking “Play” or download the recording to your computer by clicking “Download”. To delete a recorded call, select it using the check box on the left and click “Delete Selected”.

Running queries against a large dataset creates high load on the server, so we strongly recommend minimizing record retention with “Keep Recorded calls for” in Tenant or system-wide Preferences where you can also specify “Maximum date range” to limit the date range allowed in records selection in Configuration Manager.

Recording Detail Window

Click the Details icon on any recording row to open a consolidated detail window with the following tabs:

  • Summary - AI-generated call summary describing key topics, participants, and outcomes
  • Transcription - Full speaker-labeled transcript of the conversation
  • Actions - AI-extracted action items with assigned owners and due dates
  • AI Insights - Detailed AI analysis including:
    • Summary badges for sentiment, category, QA score, actions count, entities count, and compliance status
    • QA scoring breakdown by criteria (greeting, professionalism, resolution, empathy, compliance) with color-coded ratings
    • Extracted entities (persons, companies, phone numbers, addresses) displayed as tagged pills
    • Compliance assessment with pass/fail status and any flagged violations

The detail window also includes an embedded audio player with playback controls and a download link, along with call metadata (caller, destination, date, duration).

Tabs are shown only when the corresponding data is available. For example, if AI analysis has not been run on a recording, only the Summary and Transcription tabs will appear.

AI Analysis

When AI analysis services are configured under Services, recorded calls are automatically processed for summarization, sentiment analysis, categorization, action item extraction, QA scoring, entity extraction, and compliance checking. Results appear in the recording detail window and as badge indicators in the grid.

Importing recordings via the REST API

Recordings created on another system can be imported so they appear on this screen with correct dates, caller/destination, and playback. POST /api/tenants/{tenant}/recordedcalls takes the audio plus metadata:

Terminal window
curl "https://pbx.example.com/api/tenants/acme/recordedcalls" \
  -X POST -H "X-API-Key: $TL_KEY" -H "Content-Type: application/json" \
  --data-binary '{
    "audio_base64": "UklGR...",
    "when": "2026-05-01T14:03:00Z",
    "type": "extension",
    "src": "2025551234",
    "dst": "1001",
    "duration": 42,
    "external_id": "src-rec-55231"
  }'

Timestamps are absolute (epoch or ISO-8601) and localized by the server; audio is converted to the platform’s native recording format. Supply a stable external_id so re-runs skip already-imported files, and import recordings before the CDR that link to them. See the Data Migration and Import guide for details.

Best practices

  • Know your legal obligations before recording. Many jurisdictions require notifying or obtaining consent from callers; use recorded-call announcements and configure recording scope deliberately on the Tenant.
  • Record only what you need. Recording every internal call generates large volumes of audio; target external or queue calls where the business value (QA, compliance) is highest.
  • Set retention to match policy. The Keep Recorded Calls for setting balances compliance requirements against storage - and shorter retention keeps this screen fast.
  • Use AI Insights to triage. QA scores, sentiment, and compliance badges let you find the handful of calls worth a full listen instead of sampling blindly.