Why is the record button grayed out?

If the record button in the Cloud Voice App appears dimmed and does not respond when you click it, your extension (the phone line assigned to your account) has not been granted call recording rights.

Why the button is disabled

Call recording is a permission that your administrator controls for each extension individually. When that permission is turned off for you, the Cloud Voice App keeps the record button visible but grays it out so it cannot be selected.

Note

A grayed-out record button is expected behavior, not a fault with the app. It simply means the recording feature is switched off for your extension, so there is nothing to fix on your device.

How to get recording enabled

1. Note which extension you are signed in as (you can see it in the Cloud Voice App).
2. Contact your system administrator and ask them to grant the call recording permission for that extension.
3. Wait for the administrator to confirm the change has been applied.
4. Check the record button again. Once the permission is active, it becomes clickable and you can record calls as usual.

Tip

Recording rights are set per extension, so if you use more than one extension, confirm the permission is granted on the exact one you are calling from.