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Download Call Recordings from 8x8 Work, Admin Console, or Cold Storage

Updated: 10/29/2024

Objective

With call recording, extension users can record their own incoming and outgoing calls, play them back, download, or delete them. Set the recording feature to record all calls, record calls selectively, or to never record calls. You can also set notifications that will announce to the user and the person they are calling that a call is being recorded.

Applies To

  • 8x8 Work for Desktop
  • Admin Console 

Procedure 

Download Recordings in 8x8 Work for Desktop

  1. Log in to 8x8 Work for Desktop.
  2. Click Call Recordings
  3. Click More Options (three dashes).
  4. Click Download.

Download Recordings in Admin Console

  1. Log in to Admin Console.
  2. Click Recordings.
  3. Click in the Search Filters field. A drop-down listing filter types displays that let you sort by predefined filters, exact match, consecutive characters, and incomplete match:
    • Predefined Quick Filters:
      Predefined filters let you sort by:
      • Recent Contact Center Interactions
      • Recent Generic Interactions
      • Recent Meetings
    • Full Name: Filter by the full name of the user or agent whose calls are recorded.
    • Extension: Filter by a user's extension.
    • Direction: Filter by interaction direction such as Inbound or Outbound calls.
  4. Select a filter you want to use, click the drop-down options, and enter partial or full numbers or names. 
  5. Click within the Search Filters field each time you want to add an additional filter.

    call-rec-filter-example.gif
  6. Click the Download icon to download the call recording file.

    call-rec-download-example.gif
NOTE: You can access and download both 8x8 Work and 8x8 Contact Center Call Recordings from Admin Console.

Retrieve a Recording from Cold Storage

  1. From the 8x8 Admin Console Home / Recordings page, right-click on the archived recording you want to retrieve. An archive icon appears to the right of the call’s interaction date.

    clipboard_e0f45077daa6212fb4d1f7cccb0fab440.png
  2. Right-click on the archived recording and select Retrieve. Or, select the archived recording and click Retrieve  above the Interaction date column. You can retrieve one record at a time or bulk retrieve up to 2 GB of archived records at once.

    clipboard_e4a3cfed71792bc50134d8717de146f34.png
  3. The Retrieve recording? dialog displays. Click Retrieve. It can take up to 12 hours to retrieve recordings.
  4. A circular wait icon displays indicating that the retrieval is in progress. When the recording is retrieved from the archive, you receive a notification email from where you can directly access the retrieved recordings. Note: Retrieved recordings are only accessible for a maximum of seven days. After which they are automatically placed back into the archive.
NOTE: You can access and download both 8x8 Work and 8x8 Contact Center Call Recordings from Cold Storage.