Access and share call recordings in the Zoom app

There is an option for account owners and admins to access recordings of all their users’ calls or queues of users. You can also share recordings of your calls with a user on your phone and choose whether that user can access those recordings.

Zoom Phone’s role management feature can also be used to grant users access to call recordings for the user, call queue or location of their choice.

In this article we will discuss the following topics:

How to access call recordings
- Play, download or delete call recordings
How to identify call recordings
How to share call recordings
How to change a phone user’s access level to call recordings

Requirements for Accessing and Sharing Call Recordings

There are three types of accounts: Pro, Business, and Education
The account owner or admin has the following permissions:
A Zoom Phone license is required to use Zoom Phone
There is an option to enable ad hoc or automatic recording in policy settings

How to access call recordings

Note: You You can still access the records of users, call queues and common areas that have been deleted from the system and you can also see the date they were deleted.

Sign in to the Zoom web portal by entering your email address and password.
Click Phone System Management in the navigation menu and then click Logs in the drop-down menu.
Click the Recordings tab on the left side of the screen.
The drop down menus at the top of the page can be used to filter call recordings using the search box and drop down menus.
Note: Recordings of deleted users, call queues, and common areas are still available and show a deletion date on the date they were deleted to identify them.

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Play, download or delete cloud recordings

You can manage call recordings by clicking the following options:

The play icon in the policy settings allows the user to play a recording and listen to the transcriptions (if this option is enabled).
symbol of an ellipse (…)
- Download: Once you have finished recording, you should save it as an MP3 file.
- Delete: Select the recording you want to delete and click Delete button. Check the box next to the contact names/numbers you want to delete and click Delete to delete multiple entries at once.

How to identify call recordings

Column From / To:
Caller ID names and numbers (From and To) are displayed on the screen according to the original caller’s name and phone number.
- Callers with a caller ID but no name or number on their caller ID can see Anonymous (the caller may have hidden their number and name on their caller ID).
- The profile name and extension of a subscriber who is an internal phone user is displayed if the subscriber is an internal phone user.
- The outgoing call from a call queue or the answer to an incoming call from a call queue is displayed in this column along with the phone user who placed the outgoing call.
- Call recordings that take place during a queued call belong to the owner of that queued call (the phone user who initiated the call).
Owner / Owner type column: In this case the user can see if the call recording belongs to the call queue or if it was recorded ad hoc or automatically
- When a member of the call queue uses the incoming call controls to record an ad hoc call, the user sees a notification. It is the responsibility of the member or the phone to own the recording.
- During an automatic call recording, the call queue is displayed. There is a recording associated with the call queue with which the recording was made.
Recording Type column: Indicates whether the call was recorded automatically during the call or manually (the caller initiated the recording using call controls).

How to play, download or delete call recordings

You can manage call recordings by clicking the following options:

It is possible to play a recording and view transcripts (if this option is enabled in policy settings) by clicking the play icon.
Symbol with ellipsis (…)
- Download: Once the recording is complete, save it as an MP3 file.
- Delete: The selected call recording can be deleted by clicking the Delete button. Click the check box next to the contact’s name/number and click Delete if you want to delete multiple entries at once.

How to share call recordings

Note:

With Zoom Phone role management, you can grant other phone users access to recorded calls by granting them the appropriate permissions.

phone users

A phone user can share all of his or her call recordings owned by that user while controlling whether the recorded calls can be downloaded or deleted by that user.

Note:

Shared call recordings can only be accessed by Zoom web users, not phone users.

To access the Zoom web portal, you must log in.
You can access the Phone System Management section by clicking the navigation menu and then clicking Users and Rooms.
You have to click on the name of the person who will be using the phone.
On the left side of the screen, click the Policy tab.
At the bottom of the page is a setting that lets you record calls automatically or on a whim.
From the Manage Members menu, select Manage Members.
Select the Users tab, then click Add User, and then enter the following information on the Users tab:
- Access: If you want to share recordings with a specific phone number user, you need to enter their name or extension.
- Capable: You can specify whether the phone user can download or delete recordings by checking the appropriate boxes. This is a default setting that allows access to call recordings.
- Note: In the case of a phone user who has the right to delete a recording, the deletion of the recording applies to all phone users, including the owner of the recording who deleted it.
Then click the Save button.
To view the admins who have access to the site, you can click the Admin tab (optional).

call queue

It is possible to share all call recordings associated with a call queue and you can control whether the call recordings can be downloaded or removed by the phone user.

Only automatic recordings are included in the call queue recordings. These recordings do not include calls initiated by a call queue member. By default, account owners and admins have access to automatic recordings associated with call queues for which they are responsible. As part of policy settings, you can specify whether to enable automatic call recording for call queues.

Note:

Shared call recordings can only be accessed by Zoom web users, not phone users.

In order to access the Zoom web portal, you must be logged in.
You can access the Call Queues feature by clicking the Phone System Management link in the navigation menu.
You can select the queue name by clicking on it.
Please click on the Policy tab at the top of the page.
To enable automatic call recording, scroll to the bottom of the page.
Access the Manage Member List by clicking Manage Member List.
Select the Users tab and click Add User. After that, on the Users tab, provide the following information:
- Access: To share recordings with another person, enter their name or extension number below.
- Capable: You can choose whether the phone user can download or delete recordings by checking the appropriate boxes. By default, call recordings are accessible to those who have permission.
- Note: The recording owner can also delete the recording if he or she has permission to do so. When a recording is deleted, it is deleted for all users, including the person who owns it.
Save the file by clicking the Save button.
If you want to view the admins who have access, click the Admin tab on the left side of the page.

How to change a phone user’s access level to call recordings

If you want, you can control whether a phone user can play, download, or delete recordings of phone calls. In addition to ad hoc recordings, by default phone users can download, play back, or delete their personal recordings (recordings started using the phone’s call controls).

The only place you can change this setting is at the phone user level for ad hoc or automatic recordings. You cannot change this setting at the site or account level.

Note:

Zoom Phone’s policy settings allow users to choose whether to enable or disable ad hoc or automatic recording.

Once you are logged in, you can access Zoom’s web portal.
Select Phone System Management from the navigation menu, and then select Users & Rooms from the drop-down menu.
You need to click on the user’s name on the phone.
Click the Policy tab at the top of the page.
You can either record automatic calls or record ad hoc calls by scrolling down to the recording settings.
To do this, you must click on Access Manage Member List.
If you want to edit a specific phone user, click the ellipsis (…) in the right column of that user, then you can choose one of the following options:
- Removed: The user has been notified that access to the phone has been revoked.
- Edit Permission: It is possible to change the currently existing permissions. To specify whether the phone user can download or delete recordings, select the check boxes to the left of the check boxes. Access to call recordings is granted by default, which means anyone can access it.
- Note: Deleted recordings are deleted for all phone users who have access to the recording, including the recording owner if the recording can be deleted by the phone user.
To save the changes, click the Save button.