The record button does nothing when I tap it

If you press the record control during a call in the Cloud Voice App and nothing happens, the recording feature usually has not been set up correctly on the phone system, so there is nothing wrong with your device or the app itself.

What the record button does

When you tap the record control, the phone system captures the call audio and saves it as a file to a storage location that an administrator has configured for your account. If no valid storage location has been assigned, the button has nowhere to write the file, so it stays unresponsive.

Note

The record button is only active during a live call. Make sure you are connected to the other party before you expect it to respond.

How to fix it

The most common cause is a missing or misconfigured recording storage location. This is an account-level setting, so it is corrected by your system administrator rather than in the app.

1. Confirm you are on an active, connected call and try the record control again.
2. If it still does nothing, contact your system administrator and ask them to review the call recording storage settings for your account.
3. Ask them to confirm that the configured storage location exists and is reachable, then test the record control once more.

Tip

When you reach out to your administrator, give them your extension number and roughly when you tried to record. That helps them check the right account and confirm the storage location is pointing to a working destination.