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Listen to a call recording

The platform copies a reported recording into its own storage; a Supervisor with the right permission plays it through an authorized, audited player.

When this happens: The provider reports a recording; later, the Supervisor opens the call.

Step by step

  1. 1

    Open the call from the Calls list; the card shows a player Recording · 5:18.

    EasyCRM posts call.recording with a recordingUrl for Maria Popescu's call. EasyCRM marks the recording Pending and downloads it within 5 minutes (Twilio with the account credentials; generic with the URL and the recording download token if set). EasyCRM checks the type (MP3, WAV or OGG) and size (up to 200 MB), scans it, stores it in object storage and attaches it to the call message. For Twilio, deletes the provider's copy when Delete Twilio's copy is on.

  2. 2

    Plays it, seeking to 02:10.

    Streams the file through the authorized endpoint (the provider URL is never shown) and audits CallRecordingAccessed (user, call, action).

Other paths

Download

Click Download. Serves the file and audits the download separately.

Recording arrives for an unlinked call

Attaches the recording to the unlinked call; it moves with the call when linked.

Retention applied

With RecordingRetentionDays set to 90, the daily job deletes older recording files. The card reads Recording deleted after 90 days.

Recording event before the call ended

Accepts it as an event of the same call; the recording is attached whatever the order.

If something goes wrong

Recording fetch fails

The download returns an error (for example 401). Retries with growing delays for up to 24 hours. After 24 hours marks the recording Failed, shows Recording unavailable on the card and records RecordingFetchFailed (UC-29.3 ), after which the Admin sees the guided fix.

File rejected

The file is not accepted audio, is over 200 MB, or the scan finds malware. It is not stored; the card reads Recording unavailable.

Permission missing

Without EasyCrm.Calls.ListenRecordings the player and download are not shown (and the endpoint answers 403); an Operator still sees that a recording exists.

Call not visible

The call is outside the your visibility; the recording is not reachable.

Platform operator

The Platform Operator (host) never reaches the company's calls or recordings.

Good to know

  • Recordings are copied into the platform's object storage; the provider's URL is never relied on or shown.
  • Accepted types are audio/mpeg, audio/wav, audio/x-wav and audio/ogg up to 200 MB, scanned like any upload.
  • Fetching retries with backoff for up to 24 hours.
  • Playing or downloading needs EasyCrm.Calls.ListenRecordings plus visibility of the call, and each use is audited.
  • An optional retention period deletes recording files older than it.
  • For a provider-routed connection the callers are told about recording by the phone system's own announcement.