Why is the record button grayed out?

If the record button in the Cloud Voice App is dimmed and does not respond during a call, the reason is simple: your extension has not been granted permission to record calls.

Note

Call recording is a controlled capability, not a default one. An administrator has to turn it on per extension, so a new or restricted extension will see the button grayed out until that permission is added. An “extension” is the internal number assigned to your user or phone.

How to get recording enabled

1. Note your extension number (the internal number your Cloud Voice App is signed in as).
2. Contact your system administrator and ask them to grant your extension recording permission.
3. Once the administrator saves that permission, the record button becomes active and you can record calls as usual.

Tip

Tell the administrator your exact extension number when you ask. That lets them find your extension and enable the permission in one step, instead of having to look you up.

Note

You may need to sign out of the Cloud Voice App and sign back in for a newly granted permission to take effect. If the button is still grayed out afterward, confirm with the administrator that the change was saved for your extension.