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This article assumes you are logged into the Manager Portal as an Office Manager and that call recording has been enabled for your extension, or on-demand recording was used.
If you do not know your login name or password, please click here or contact CallHarbor Support.
Recording Retention Time
By default, recordings are kept for a month. Recordings may be kept longer in the portal if additional recording retention is added to your CallHarbor account or if the recordings are offloaded to an external server. Please contact CallHarbor Support for additional information regarding call recording retention.
Locate a Call
Your Extension
1. Select the Call History tab
You may need to switch the view of the portal from the entire phone system to your extension only. To do this, click on your name in the upper right-hand corner, then select My Account
2. By default, the filter is set to show calls from the current and previous day. To update the filters, click Filters.
3. The Call History Filter window will open. You can filter the date range (1), caller number (2), number dialed (3), or call type (4).
4. Click Filter to update the displayed call history.
5. After filtering, the call should be easier to locate. Find the call and hover over the row.
6. From here, you can listen to or download the call recording. To learn about the pencil icon and adding or editing contacts from call history, please click here.
Another Extension
1. Select the Call History tab
You may need to switch the view of the portal from your extension to the entire phone system. To do this, click Manage Organization
2. By default, the filter is set to show calls from the current and previous day. To update the filters, click Filters.
3. The Call History Filter window will open. You can filter the date range (1), user (2), department (3), site (4), caller number (5), number dialed (6), or call type (7), Sentiment (8), or Closing Sentiment (9).
Sentiment and Closing Sentiment are a part of CallHarbor AI. Please click here click here to learn more.
4. Click Filter to update the displayed call history.
5. After filtering, the call should be easier to locate. Find the call and hover over the row.
6. From here, you can listen to or download the call recording.
Listen to Call Recording
After locating the call, click the speaker icon, and the recording will begin playing on your computer.
Download Call Recording
After locating the call, click the download icon, and the recording will be saved to your computer.
Pending Conversation
Pending Conversation will be displayed for a call that was recorded, but the recording is still being processed by the server. Recordings take about the same amount of time to process as the length of the call; for example, if a call is 5 minutes in duration, the recording may not be available for at least 5 minutes. Sometimes the processing time can take longer than the duration of the call length. If a recording is still in Pending Conversation after waiting for the potential processing time, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- Date and Time of the Call
- The Caller Number
- The Dialed Number
No Recording
No recording will be displayed if:
- Call Recording is not enabled
- The call originated from a call queue that does not have recording enabled
- The device used for the call does not have recording enabled
- Your extension does not have permission to listen to call recordings
If No Recording is displayed, but recording is enabled for your extension, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- Date and Time of the Call
- The Caller Number
- The Dialed Number
