Ensure that the Call Recording function is enabled for the user, project, or selected Result Code. Follow the steps in the Setting Up Call Recording in VanillaSoft article to verify and enable call recordings.

Make sure you are logged in to the VoIP line assigned to you. To verify your assigned VanillaSoft VoIP Line:

1. Click your username in the top-right corner.
2. Open the VoIP Line Configuration tab.
3. View the number listed in the VanillaSoft VoIP Line field.

If this number does not match your assigned line, log out of VS Connect and log back in using your VanillaSoft VoIP Line number. If you have issues logging in, follow the steps in the Unable to Log In to VS Connect article.

If the contact has not been called yet, there will be no call recordings. For duplicate contacts, refer to the How to De-Dupe Contacts article to manage your contact database.

Calls made from personal phones or other VoIP systems not integrated with VanillaSoft will not be recorded in VanillaSoft. While you may record calls locally on your device, VanillaSoft cannot support or troubleshoot these recordings.

If calls are made within VanillaSoft using a VanillaSoft VoIP line and all settings are correct, check your VanillaSoft VoIP Portal configuration:

1. Log in to your VanillaSoft VoIP Portal.
2. Open the Features menu and select the Call Recordings section.
3. Click to open the Settings section.
4. Open the Set Call Recording For All Extensions To drop-down and select Recording On.
5. Click Save.

If you have verified all the above settings and still cannot find the call recording, contact VanillaSoft technical support for assistance in locating the recording.