Error code XAM-005 voice messages

Question

In our setup, when one of the phone lines is busy, customers can leave a voicemail. This voicemail is saved to an email account (Outlook) associated with that queue (queue event). Normally, our agents access this email account and click the link that plays the audio of the message. Recently, some of our agents have been unable to access the audio link; clicking it opens a RingCentral screen asking for their credentials, even though they are logged in as agents. Then, when they try to open the link, they receive an error (XAM-005).

Looking for any advice to fix this issue.

Srinivas.Jogi · Answer

This is because of RingCX security update.

RingCentral has disabled Anonymous Access to call recordings feature as part of the maintenance. This is to ensure the security and privacy of data.

What this means is the agents won't be able to access their own call recordings via a direct link without logging in. They'll need to have an Admin to access it. Your recordings and access are still fully intact, and there is no action required from our end.

But if you do have any automated process pulling recordings without authentication via API, it may need to be updated to use admin login or our recordings API.

This is the link for access to API credentials via RC Developers Portal;
https://support.ringcentral.com/article-v2/Accessing-API-credentials-in-the-RingCentral-Developers-Portal.html?brand=RingCentral&product=RingEX&language=en_US"

You can open up ticket with RC support, they will fix this issue for accessing the call recordings.

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