When using VanillaSoft to manage your calls, two key factors determine whether the platform can locate and upload a Call Recording: using a VanillaSoft VoIP line and activating Call Recording. This guide outlines the steps to ensure your calls are stored correctly in the contact's Audio Review section.

Note: If Call Recordings are not enabled or set up, refer to our How to Enable/Setup Call Recording article before proceeding.

How Call Recording Works

After concluding a call and selecting a Result Code with Recording enabled, VanillaSoft employs the following criteria to locate the recording:

• Time Matching: VanillaSoft searches for a Call Recording made while the contact was routed, comparing the time of routing with the time a Result Code was selected.
• 2-Minute Window: If no recording is found within the routing-to-resulting time frame, a 2-minute window is added to either end. This allows the system to find a recording that started up to 2 minutes before routing or ended up to 2 minutes after resulting.
• Number Matching: VanillaSoft matches the dialed number with the contact's phone number. The call recording is linked to the contact if the numbers match and the criteria are met.

Common reasons for a call recording not being stored:

• The contact was on the call for over 2 minutes before appearing on your VanillaSoft screen.
• A Result Code was selected, but the call was not disconnected within 2 minutes.

Best Practices

To ensure consistent capturing of Call Recordings, adhere to the following best practices:

1. Contact Presence: Always ensure the contact is loaded on your screen before making a call. For inbound calls, use the inbound call pop-up or Quick Search feature to quickly bring up the contact.
2. Result Code Timing: Never select a Result Code before ending the call. Ensure the call is disconnected, then choose the appropriate Result Code.
3. Alternate Numbers: When dialing an alternate number for the contact, add the number to the contact's Phone Information using the Edit function. With the correct phone number on the contact, the recording will be found.

Finding Call Recordings Without a Stored Contact

If your call doesn't meet the specified time frame criteria, you can still retrieve the Call Recording:

1. Begin by logging into your VoIP portal account.
2. Navigate to the Features menu on the left-hand side of the screen, and opt for Call Recordings section.
3. Input your specific search criteria and click the Search button.