Find, play and download call recordings

Call recordings help with training, settling disputes, and checking what was promised to a customer. Recordings appear right next to the call in your call history.

Before you start

• Recording is an add-on. If you don’t see the recording settings below, contact Dial Raven support.
• Recording must be turned on before the call happens, or started during the call with a star code. You can’t record a call after the fact.
• Recording rules vary by state. Some states require that everyone on the call agrees to be recorded. Many businesses add “This call may be recorded” to their greeting.

Turn on recording

For a call queue:

1. Go to Call Queues.
2. Select the pencil icon (Edit Queue) on the queue’s row.
3. On the Basic tab, set Record Calls to Yes.
4. Select Save.

For a user:

1. Go to Users and select the person’s name.
2. On the Profile tab, set Record User’s Calls to Yes.
3. Select Save.

For a phone:

1. Go to Users, select the person’s name, and open the Phones tab.
2. Select the phone and set Record Calls to Yes.
3. Select Save.

If you’d like every call for the whole company recorded, contact Dial Raven support.

Which setting catches which calls

Calls reach people in two ways. Some go to the user first and follow their answering rules, such as a direct number or a transfer. Others ring the person’s phone directly, such as calls from a call queue or ring group. That’s why the setting you choose matters:

Recording turned on for	Direct and transferred calls	Queue and ring group calls
The user only	Recorded	Not recorded
The phone only	Recorded, if the user’s rules ring that phone	Recorded
Both the user and the phone	Recorded	Recorded

Tip: To be sure you catch everything a person handles, turn recording on for both the user and their phones, or record at the queue.

A few other limits:

• A call that comes in from outside and is then transferred to another outside number (like a cell phone) isn’t recorded.
• Some high-definition audio settings on desk phones can’t be recorded. If one phone’s calls never record, contact support and we’ll check its settings.
• If your team uses ConnectUC, turn recording on for the user so recordings show up in the app.

Record just part of a call

Anyone can control recording during a call with star codes, even if recording isn’t on for them:

• *80 starts recording and *81 stops it. These work once per call, and *81 only works after *80.
• *82 pauses recording, for example while a caller reads out a card number. Recording picks up again by itself after one minute, or right away when you dial *83. You can pause and resume as often as you need.

If recording is already on for you, *82 and *83 work on their own. If it isn’t, start with *80 first. See Star codes: handy dial shortcuts.

Let callers know

Many businesses play “This call may be recorded” before connecting a call. You can add it to your auto attendant greeting, or ask Dial Raven support to play a short recording notice on calls to a specific phone number. ConnectUC can also play an automatic announcement on calls made and answered in the app (not on desk phones). Ask support to turn it on, and your Office Manager can then choose the wording or upload a recording.

Play or download a recording

1. Go to Reporting. The Call History tab opens.
2. Filter by date, number, or user to find the call.
3. On the call’s row:
   • Select the play icon to listen in your browser.
   • Select the download icon to save the recording to your computer as a WAV audio file.

Calls that weren’t recorded don’t show these icons.

Tip: Name downloaded files with the date and customer, such as “2026-10-12 Smith account.wav,” so they’re easy to find later.

Add notes to a recorded call

You can add a note to a recorded call, for example the outcome of a sales call. On the call’s row in Call History, open the notes option and fill in Disposition, Reason, and Notes, then select Save. Notes show up in the Notes column when you export your call history. If you’d like a ready-made list of dispositions for your team to choose from, contact support.

How long recordings are kept

Recordings are kept for about 30 days, then removed automatically, and that window isn’t guaranteed. Download any recording you need to keep.

If your business needs long-term storage, Dial Raven can copy every recording into a cloud storage account that your business owns and controls, so you set your own retention rules. This may involve a setup fee. Ask support for details.

Common questions

I don’t see a play icon on a call. Why?

The call wasn’t recorded, or the recording has expired. Check that recording was on for that user or queue at the time of the call.

Can a user hear their own recordings?

Users can see their own call history. If a call was recorded, they can play it there.

Can I pause recording during a payment?

Yes. Dial *82 to pause and *83 to resume. If you forget to resume, recording picks up again by itself after one minute.

Why wasn’t a queue call recorded when the agent has recording on?

Queue calls ring the agent’s phone directly, so a user-level setting doesn’t catch them. Turn on recording for the queue or for the agent’s phones.

Related articles

• Call history and call details
• Set up a call queue
• Export your reports
• Contact Dial Raven support