Record, find and play calls

Your calls are recorded on your own VICIfast server. This guide shows how to switch recording on or off for a campaign, find a call, play it, download it, and how long recordings are kept.

What you need

• A campaign or inbound queue that records calls. Campaigns and queues you create in VICIfast record every call from the start.
• If you are a team member, the Reports tab (for searching) or the Users tab (for one agent's calls).

Step 1: Switch recording on or off for a campaign

1. In the left sidebar, click My Servers, then your server's name.
2. Click the Campaigns tab, then click the campaign's name, for example Outbound Sales.
3. At the top of the panel, the switch reads Record calls when recording is on and Recording off when it is off. Flip it.
4. Click Save 1 change.

With the switch on, every call on the campaign is recorded and agents cannot stop it. If the label says Recording: agent decides, the campaign was set up in VICIdial admin to let agents start recordings themselves. Inbound queues (in-groups) have the same switch at the top of their settings: open the Inbounds tab, then In-groups. There it can also say Recording: follows campaign.

Step 2: Find a call with Recording search

1. Click the Reports tab. Under Tools, click Recording search. It opens in a panel on the right.
2. Pick the dates: Today, Yesterday, This week, Last week, This month, Last 30 days, or type two dates.
3. Narrow it down with Agent (the exact username, for example 1001), Phone (at least 7 digits), Campaign, In-group, Disposition, Term reason or Min length (s) to skip very short calls.
4. Click Search, or press Enter.

Each row shows when the call started, its length, the agent, the phone number, the lead, the campaign and the call result. Click a lead's name to see everything that ever happened with that person, with a Play button on each recorded call.

Step 3: Play and download

1. Click Play on the row you want. The player opens.
2. Use Play and Pause, the restart arrow, or drag the slider to jump ahead.
3. Change the speed from 0.5× to 2×. Reviewing at 1.5× saves time.
4. Click Download to save the MP3 file to your computer.

If the call has been through AI call analysis, the summary appears under the player.

Step 4: Find calls in other places

• One agent's calls: on the Users tab, click the agent's username or name, then the Recordings tab. Pick a period at the top.
• Call logs: on the Reports tab, under Tools, click Call logs. Rows with a recording have a Play button.
• One customer's history: click a lead's name in Recording search or Call logs.

Step 5: Export a list of recordings

1. In Recording search, set your dates and filters.
2. Click Run as background export. We email you a link to a CSV of every match, up to 250,000 rows.
3. The file also appears under Reports, Tools, Exports for 7 days.

The CSV lists each recording's details (time, agent, phone, lead, campaign, result and file name). It does not contain the audio. For a quick copy of what is on screen, use the CSV or XLSX buttons above the table.

How long recordings are kept

A few minutes after each call, your server turns the recording into an MP3. The raw original is deleted after about a day; the MP3 stays on your server until someone deletes it or the disk fills. Nothing deletes MP3s after a set time.

• There is no delete button for recordings in the dashboard. Chat with support if you need old recordings removed.
• Recordings use your server's disk. Click the status chip near the top of your server page to open Server Health, which shows disk and recordings usage.
• For a copy off the server, the Platform 7-Day Backup add-on backs up your VICIdial data and call recordings every day at 04:00 UTC and keeps the last 7 days. See Backups and restore.
• To keep your own archive of every file, your IT person can copy them from the server over SSH: see Read your database and copy recordings over SSH.

If something goes wrong

Related articles

• AI call analysis
• Reports and agent stats
• Create a campaign
• Backups and restore
• AI Quality Auditor
• Read your database and copy recordings over SSH