question

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jessica-majeski6975 asked ·

Recorded Call Not Saved

I just finished a call that I recorded - it was a conference call, so there were 3 parties on the call - 2 of which were RingCentral and one outside caller. I called my colleague, hit record, then added in the 3rd caller. Then at the end of the call, my colleague hung up first, then I hit "stop" right as the outside caller hung up. The recording, thus, did not save. This was a very important call that I needed the information from, and it is very frustrating that it didn't save. 

Why don't recorded calls automatically save? If I forget to hit stop, I feel like it should know to stop and save the call. 
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hello Jessica,

Did you check your extension's messages? When you start a conference call, the recording saves on your extension.


If you have a recording saved it will show up on the left-hand side. Let me know if it's there!

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Yes, I checked my recordings section and the recording isn't there :( That's what prompted my post. Just frustrating but hopefully there will be a fix for it some day. I think it's because the call ended before I was able to hit "stop" on the recording.
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jessica-majeski6975 answered ·
Or maybe the issue is that I needed to hit record AGAIN once I added in the 3rd caller?
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saadetswift16514 answered ·
Hey Jessica,

I made this post private so I could share this screen shot. Is this the recording or no?


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jessica-majeski6975 answered ·
Hi Saadet - no, there was a second call that occurred after that (we got disconnected). The call lasted around 45-50 minutes. 
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saadetswift16514 answered ·
Hey Jessica,

Well shoot! :(

You don't need to hit record again after another person joins and if someone else disconnects the call the recording should still be retained.

You could always open up a case, provide the call sample (must be within 24 hours), and we can investigate it. It's possible, though, that this is one of those fluke occurrences where something just went awry.
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