Use recording rules to define what to record. 

1. Sign in to the Admin Portal.
2. Click Phone System, then click Company Recordings.
3. Click Recording Rules, click Add Rule, then apply settings as follows:
    

   Step 1:	Specify the rule name, call percentage, and call direction, then click Next. Recording Rule Name Enter a label for your rule. Recording Direction Select the call type you want to record.    Incoming Calls Outgoing Calls All Activity NOTE: Recording direction only applies to calls to and from external numbers; all extension-to-extension calls (intra-PBX) are recorded regardless of the recording direction.  Percentage of Calls to Record Choose the percentage of the call to record; options are 10 to 100 percent (in increments of 10). Rule Owner Select an owner for this rule. The owner can edit, change the status, or delete the rule. The only other user permitted to take those actions for this rule is the Account Super User.
   Step 2:	Select the To and From parties based on the Recording Direction (in Step 1), then click Next. If... Then... Incoming Calls Go to the To field and select the called party:   All PBX Devices Record all incoming calls to all extensions. Specific Numbers and Extensions Select specific extensions from the menu to record. NOTE: Specific extensions do not include Call Groups or Call Queues. Go to the From field and select the calling party:   All Numbers Record incoming calls from all phone numbers. Specific Numbers Record incoming calls from the phone numbers you enter. Click the + or - icons to add or remove numbers. NOTE: Choose whether to Include calls with No Caller ID. Outgoing Calls Go to the From field and select the called party:   All PBX Devices Record all outgoing calls from all extensions. Specific Numbers and Extensions Select specific extensions from the menu to record. NOTE: Specific extensions do not include Call Groups or Call Queues. Go to the To field and select the calling party:   All Numbers Record outgoing calls to all phone numbers. Specific Numbers and Extensions Record outgoing calls to the phone numbers you enter. Click the + or - icons to add or remove numbers. All Activity Choose which extensions to call:   All PBX Devices Record all calls for all extensions. Specific Numbers Select specific extensions to record. NOTE: This option does not include Call Groups or Call Queues.
   Step 3:	Select Recording Settings that specify how calls are handled: Allow users to pause and resume call recordings Enables your users to pause and resume the recording throughout the entire call. Set Specific Recording Length Select either Entire Call or First two minutes. Choose how to handle a disclaimer and then click Next. NOTE: When enabled, the disclaimer plays on both inbound and outbound calls. No Disclaimer Do not provide any indication of call recording. Audible beep every 15 seconds  Play a beep to indicate call recording in progress. Play disclaimer message before call Record or upload a custom message; see Record and Upload Greetings.
   Step 4:	Set the schedule for your rule and then click Finish.  Start Date Select the date to start recording. End Date Select the date to end the recording. Never Expires If marked, End Date is grayed out. If unmarked, an End Date must be specified. Days of Week to Record Click X icon to remove days from the schedule. Select from Available Days Click to add days back to the schedule.

4. Review the Recording Rule Summary and then click Finish.

1. Sign in to the Admin Portal.
2. Click Phone System, then click Company Recordings.
3. Click the Recording Rules tab.
4. Hover over the rule you want to manage and select an option:
    

   Delete	Deletes the rule.
   Copy	Create a copy of the rule and select a new name and owner.
   Change Status	Click to set a rule as Active or Suspended. If the rule has expired, this option does not affect it.
   Edit	Change settings for an existing rule, which includes specifying whether your users can pause and resume recordings.

Use these steps to adjust Administrator access to manage recordings individually as needed, and grant End Users permission to play recordings in the Desktop App and Mobile App.

1. Sign in to the Admin Portal.
2. Click Phone System, then click Company Recordings.
3. Click Permission Mgt, then set access for Administrators and End Users as follows:
   
   

   Administrator	Select an Administrator from the menu and set options as applicable: --  Create, edit and delete own rules --  Play own recording      Forward and download own recordings      Delete own recordings --  Play other peolples's recordings      Forward and download other people's recordings      Delete other people's recordings Click Save.
   End User	Scroll to Desktop Recording Access. Mark Allow access to end users to company call recordings.  Click Save.

Administrators can search, view, play, and delete recordings in the Admin Portal and Desktop App, as allowed by the Super User. End Users can pause/resume recording during calls, and play recordings in the Desktop App or Mobile App as allowed. 

The default setting is Unlimited, but the Super User can shorten the retention period. This setting is visible to Administrators, but they cannot edit it. 

1. Sign in to the Admin Portal.
2. Click Phone System, then click Company Recordings.
3. Click the menu next to Your retention period is and select an option.
   
   Once a duration is selected, this message is displayed: Reduce Retention Period? Recordings older than X days will be deleted. Are you sure?
4. Click Confirm to save the changes.
   
   NOTE: Existing recordings may take up to 24 hours to delete.

1. Use Google Chrome or Firefox to access call recording, and note this behavior:
   
   
   • 500 hours of recordings use 6.6 Gigabytes of hard disk space.
   • Recordings are retained after an extension is deleted.
   • Recordings that are manually deleted are placed into the recycling bin. They are permanently deleted after 7 days.
   • If a recorded call is placed on hold, the system continues to record, and the hold time is included in the final recording.
2. Clear cache and cookies.
3. Verify that the mixed content setting is enabled.
4. Restart your browser.
5. Disable any popup blockers.

Before you continue, confirm your issue has not been resolved by the steps outlined in Before You Troubleshoot.