If you are unable to play calls in the Reports section after following the Recommended Troubleshooting Steps, download and play recordings using the following steps:

1. Click the Reports icon. 
2. Click Company Summary and then click View Full Report.
3. Scroll to the Call Log section and click Export to Excel.
4. Open the CSV file and then go to Column A to copy the link of the call you want to review.
5. Open a browser and paste the link in the address bar to listen to the call.

If you cannot play calls after following the Recommended Troubleshooting Steps, the Super User can verify user permissions are properly set.

1. Click the Company Recordings icon and then click Permission Mgt.
2. Select an Administrator and mark the applicable permissions.

   NOTE:  Administrators cannot change permissions for other admins, the SU, or their own.

Recordings are split into two channels and require a stereo headset and playback device. Verify that the listening device can play stereo recordings if only one-sided audio is heard when reviewing your calls.

When using Bulk Edit, if you intend to select a complete list of recordings with more than 50, you must scroll down to the end of the displayed list so the additional recordings will load on the screen. If you click Select All without scrolling to load the additional recordings, the system will select only the 50 recordings displayed.

Search for entries older than 30 days and then delete additional recordings.

When recordings are deleted, they are placed in the Recycle Bin for seven days and can be recovered during this time. After seven days, recordings are permanently deleted and cannot be recovered. Removing Company Call Recording or canceling your account permanently deletes all recordings. Recordings manually removed from the Recycle Bin can no longer be retrieved, even if the seven days have yet to elapse. 

When a disclaimer is not playing correctly for a Call Group: