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mlss asked ·

Grant Standard Users the ability to access their own call recordings

Our Standard level users used to be able to access their own call recordings.  Tonight, one of our users needed to access their recordings but was unable to do so.  I contacted the Customer Care Chat who informed me that this feature was removed for Standard Level Users but left on only for Management and Administrators with the feature set to allow them to listen to the calls of all users within the company.  We cannot grant this level of access to our staff but we want to have them at least be able to pull up the call recordings from their own phone extensions.  

Please put this feature back, or at least make it a separate feature in the User Roles settings / permissions to allow those of us who want to enable it versus those who want to disable it.

Thank you,
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MLSS... stay tuned.  I'll do some more research on this. The screenshot I posted above was taken from a Standard Users account. I'll see if changes were made to specific account types perhaps.
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MLSS,  Can you tell me what user(s) you are having this problem with.   I've made this a private conversation not visible to the public so you can post names, numbers etc.

What number + extension are you logging in with when this happens.
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Hi Mike,

The specific users we need to have go back on their calls are extensions 200,201,202,203,204.  These extensions are for our dispatch center and if they miss a detail on a call, they need to be able to back and play the call at a moment's notice.

Thank you,

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Can you please log into any one of those user's accounts and take some screenshots, then post them here?  Also, can you tell me when this issue started.  I stumbled across a previous post where you stated
 I just logged into a standard user account and saw I can see that particular user's call logs and recordings, but it's unlimited.
Your Standard role is set up for "full access" of call logs, so they should be there. 

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I uploaded three screenshots with six extension; 200,201 202,203, 204,240.  200-204 are our dispatch center and 240 is my extension.  I noticed that a few recordings did show up on theses list, which was unusual as that was not the case when I started this request.  There are still a number of calls on each line that shows as accepted but do not show a recording.  

Thank you,
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luke answered ·
Hi David, this certainly sounds frustrating as I know how important it is to have references to your previous business calls. I have tested a few times and have been able to view and listen to call recordings as a standard user. This should still be a feature of our system. If you get a chance I would recommend calling into our customer support at 1-888-898-4591 so we can look into the specific example for you and try to get an understanding of what's going on.
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mike answered ·
This feature is available.  Make sure automatic call recording is enabled as shown in this article:   Configuring the Call Recording Settings on your RingCentral account

If the call recording is correctly configured, but the user is not seeing the recording playback link shown below, then make sure that user is using a supported Web Browser.  


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mlss answered ·
We have the feature enabled, but our standard users cannot login and play their own calls back.  For example, if extension 200 logs in and goes to their call log, the playback symbol that you highlighted is not there, but if I log in as an administrator, it shows up.  When I contacted Live Support, they said this feature was removed because some clients did not want individual users to play their own calls back, but we need this feature.

I was told that at this point in time, the only way I could have extension 200 listen to their own calls was to allow them to be able to listen to calls for every extension in our company.  

Thank you,
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mike answered ·
Notes per support case.

the only call recordings accessible to the Standard Users are direct calls to their extension and their outbound calls. The rest of the call recordings that you are able to see (as Admin) for these user extensions, came through the call queue. Currently, call queue recordings are only accessible to the Admin and to the call queue extension.

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