Accessing and sharing call recordings in Zoom App

This post was most recently updated on July 29th, 2022

There is an option for account owners and admins to access recordings of all calls made by their users or queues of users. Also, it is possible for you to share recordings of your calls with a user of your phone, and you can choose whether that user is allowed to access those recordings.

The role management feature of Zoom Phone can also be used to provide users with access to call recordings for the users, call queues, or sites of their choice.

In this article, we will discuss the following topics:

  • How to access call recordings
    • Play, download or delete call recordings
  • How to identify call recordings
  • How to share call recordings
    • Phone user
    • Call queue
  • How to change a phone user’s level of access to call recordings

Prerequisites for accessing and sharing call recordings

  • There are three types of accounts: Pro, Business, and Education
  • The account owner or administrator has the following privileges:
  • A Zoom Phone licence is required to use Zoom Phone
  • There is an option to enable ad-hoc or automatic recording in the policy settings

How to access call recordings

Note: You can still access the recordings of users, call queues, and common areas that have been deleted by the system, and you can also see the date when it was deleted.

  1. Log in to the Zoom web portal by entering your email address and password.
  2. Click on Phone System Management from the navigation menu, and then click on Logs from the drop-down menu.
  3. Click on the Recordings tab on the left side of the screen.
  4. The drop-down menus at the top of the page can be used to filter call recordings by using the search box and drop-down menus.
    Note: Recordings from deleted users, call queues, and common areas will still be available, and will show a deletion date on the date they were deleted as a means of identifying them.

Play, download, or delete cloud recordings

You can manage call recordings by clicking on the following options:

  • The Play icon in the policy settings allows the user to play a recording and listen to the transcriptions (if this option is enabled).
  • Icon of an ellipsis (…)
    • Download: As soon as you have completed the recording, you should save it as an MP3 file.
    • Delete: Select the recording that you would like to delete and click on the Delete button. Click the check box beside each of the contact names/numbers you wish to delete and click Delete in order to delete several entries at once.

How to identify call recordings

  • From / To column:
  • Caller ID names and numbers (From and To) are displayed on the screen according to the originating caller’s name and phone number.
    • Callers with a caller ID but no name or number on their caller ID will be able to see Anonymous (the caller may have hidden their number and name on their caller ID).
    • The profile name and phone extension of a party that is an internal phone user will be displayed if they are an internal phone user.
    • The outgoing call from a call queue or the answer to an inbound call from a call queue is displayed in this column along with the phone user who made the outgoing call.
    • Call recordings that occur during a queued call will be owned by the owner of that queued call (the phone user who initiated the call)
  • Owner / Owner Type column:In this case, the user will be able to see whether the call recording belongs to the call queue or if it was recorded ad hoc or automatically
    • When a call queue member uses the in-call controls to record an ad hoc call, a notification is displayed to the user. It is the member’s or phone’s responsibility to own the recording.
    • In the event of an automatic call recording, the call queue will be displayed. There is a recording associated with the call queue with which the recording was made.
  • Recording Type column:Indicates whether or not the call was recorded automatically or manually (the caller initiated the recording by using the in-call controls) during the call.

How to play, download, or delete call recordings

You can manage call recordings by clicking on the following options:

  • It is possible to play a recording and view transcriptions (if this option is enabled in policy settings) by clicking on the play icon.
  • Icon with an ellipsis (…)
    • Download: As soon as the recording is complete, save it as an MP3 file.
    • Delete: The selected call recording can be deleted by clicking the delete button. Click on the checkbox beside the contact name/number and click Delete if you would like to delete several entries at once.

How to share call recordings

Note:

Using Zoom Phone role management, you can grant access to recorded calls to other phone users by granting them the appropriate permissions.

Phone user

A phone user is able to share all his or her call recordings that belong to that user, while also controlling whether the recorded calls can be downloaded or deleted by that user.

Note:

Shared call recordings can only be accessed by Zoom web users, not by phone users.

  1. To access the Zoom web portal, you will need to sign in.
  2. You can access the Phone System Management section by clicking on the navigation menu, then clicking on Users and Rooms.
  3. You will need to click the name of the person who will be using the phone.
  4. On the left side of the screen, click the Policy tab.
  5. Towards the bottom of the page, you will find a setting that allows you to record calls automatically or on a whim.
  6. Select the Manage Members option from the Manage Members menu.
  7. Select the User tab, then click Add User, and then fill out the following information in the User tab:
    • Access: If you want to share recordings with a particular phone number user, you will need to enter their name or extension.
    • Able to: You can specify whether or not the phone user will be able to download or delete recordings by checking the appropriate boxes. It is a default setting that permits access to call recordings to be accessed.
    • Note: In the case of a phone user who is permitted to delete a recording, the deletion of the recording is applicable to all phone users, including the owner of the recording who deleted it.
  8. Then click on the Save button.
  9. In order to display the admins that have access to the site, you may click the Admin tab (optional).

Call queue

It is possible to share all call recordings associated with a call queue and you are able to control whether the call recordings can be downloaded or removed by the phone user.

There are only automatic recordings included in the call queue recordings. These recordings do not include calls that have been initiated by a member of a call queue. Owners and admins of accounts have access by default to automatic recordings that are associated with the call queues for which they are responsible. As part of the policy settings, you are able to specify whether automatic call recording should be enabled for call queues.

Note:

Shared call recordings can only be accessed by Zoom web users, not by phone users.

  1. To access Zoom’s web portal, you will need to sign in.
  2. You can access the Call Queues feature by clicking the Phone System Management link in the navigation menu.
  3. You will be able to select the queue name by clicking on it.
  4. Please click on the Policy tab at the top of the page.
  5. To turn on the Automatic Call Recording feature, scroll down to the bottom of the page.
  6. Access the Manage Member List by clicking on Access Manage Member List.
  7. Select the User tab and click Add User. After that, specify the following information in the User tab:
    • Access: In order to share recordings with someone else, enter the name or extension of their phone number below.
    • Able to: It is possible to select whether or not the phone user will be able to download or delete recordings by checking the appropriate boxes. By default, call recordings are accessible by those with the permission to do so.
    • Note: The owner of the recording will also be able to delete the recording if he or she is permitted to do so. When a recording is deleted, it is deleted for all users including the person that owned it.
  8. Save the file by clicking on the Save button.
  9. If you wish to display the admins that have access, click the Admin tab on the left side of the page.

How to change a phone user’s level of access to call recordings

If you wish, you can control whether a phone user will be able to play, download, or delete recordings of phone calls. In addition to ad hoc recordings, phone users can download, play, or delete their personal recordings (recordings started with the phone’s in-call controls) by default.

The only place that you can change this setting is at the level of the phone user for ad hoc or automatic recordings. At the site level or at the account level, you cannot change this setting.

Note:

The Zoom Phone policy settings allow users to set whether ad hoc or automatic recording should be enabled or disabled.

  1. You will be able to access Zoom’s web portal once you sign in.
  2. Select Phone System Management from the navigation menu and then select Users & Rooms from the drop down menu.
  3. You will need to click on the name of the user on the phone.
  4. Click the Policy tab at the top of the page.
  5. You can either record automatic calls or you can record ad hoc calls by scrolling down to the recording settings.
  6. You will need to click on Access Manage Member List in order to do so.
  7. If you wish to edit a particular phone user, click the ellipses (…) in the right-side column of that user, then you can select one of the following options:
    • Remove: The user has been notified that all access to the phone has been removed for him or her.
    • Edit Permission: It is possible to change the permissions that are currently in place. To specify if the phone user is allowed to download or delete recordings, click the check boxes to the left of the check boxes. Access to call recordings is granted by default, which means that everyone has access to them.
    • Note: Deleted recordings are deleted for all phone users who have access to the recording, including the owner of the recording, if the recording can be deleted by the phone user.
  8. To save the changes, click the Save button.