Why is the record button grayed out?

If the record button looks dimmed during a call and does not respond when you select it, call recording is turned off for your extension.

Call recording is controlled by a permission that your administrator grants per extension. When that permission is not assigned, the Cloud Voice App shows the button in a grayed-out state so it cannot be used. This is expected behavior, not a fault with the app or your phone.

How to get recording enabled

1. Contact your system administrator and ask them to grant the call recording permission for your extension.
2. Once the permission is in place, the record button becomes active and you can record calls as normal.

Tip

When you reach out, give your administrator your extension number (for example, 1001) and ask specifically for the call recording permission. That gives them everything they need to make the change in one step.

Note

Recording availability follows the policy your organization sets. Your administrator decides which extensions may record calls, and some organizations limit recording for legal or privacy reasons.