Manage Call Recordings

Every call handled through the Cloud Voice App for Dynamics 365 leaves a recording you can revisit later. The plugin’s Recordings view gathers these files in one place so you can play them back, return a call, jump to the matching Dynamics contact, or clean up recordings you no longer need.

Dynamics 365 is Microsoft’s CRM (Customer Relationship Management) system: the tool your team uses to track customers and their contact history. Working from the Recordings view lets you handle a recorded call and its related customer record without leaving that history behind.

To get started, open the plugin and select Recordings. Each entry offers the actions below.

Note

The Recordings view lists calls that were placed or received through the Cloud Voice App for Dynamics 365. If a recording you expect is missing, confirm the call actually ran through the plugin and that call recording is enabled for that extension.

Listen to a recording

Click the play control on the recording you want to hear.

Call the contact back

Start a call straight from a recording in either of these ways:

• Double-click the entry.
• Click the call control on the recording.

Tip

Double-clicking is the fastest way to return a call. It dials the same number tied to that recording, so you do not have to look the contact up again.

Open the linked Dynamics contact

Click the contact control on the recording. The contact’s detail page opens in the main Dynamics 365 workspace.

Note

This control only opens a page when the recording is matched to a Dynamics 365 contact. Use it to review the customer’s history before you call back or follow up.

Download a recording

1. Click the more-options control on the recording.
2. Select Download. The recording file is saved to your computer.

Tip

Download a copy before you delete a recording if you need to keep it for records, share it with a teammate, or attach it to a ticket. The downloaded file lives on your computer, separate from the plugin.

Delete recordings

To remove a single recording:

1. Click the more-options control on the recording.
2. Select Delete.

To remove several recordings at once:

1. Select the checkbox beside each recording you want to remove.
2. In the top-right corner, click the delete control .

Danger

Deleting a recording is permanent: there is no undo, and the audio cannot be recovered afterward. Double-check your selection before a bulk delete, since every checked recording is removed at once. If a recording might be needed for compliance, disputes, or training, download a copy first.