Salesforce & Zoom Not Capturing Call Recording

Forum|Forum|4 years ago
January 19, 2022
3 replies
5 views

Hi There,

We're in the process of setting up Zoom Phone for our Sales Team and we're struggling to get the Recording of calls to capture under the activity in Salesforce.

We have turned on Auto Record for the users, however, when we head to the record and try to replay the call it brings up the following error message 'This call log does not have recording!'

However, the recording is saved in Zoom Call Logs as seen. and the call is pulling to other third-party software such as Gong.

Any help or advice from Zoom-Salesforce experts would be really helpful on what we are missing here!

Thanks!

Chris

IP-Man

Community Champion | Employee

@chrisglenwilson - It appears that they are trying to playback calls from a Call Queue.

ZP/SF integration users are now able to playback Call Queue call recordings.

The requirements are

1) The user attempting to playback the call recording needs to be licensed for ZP and logged into the ZP integration within Salesforce.

2) The user attempting to playback the call recording needs to have access to the Call Queue recordings, this is managed within the ZP admin web portal in the Call Queue section.

Here are the steps on providing call queue recording access to users.

Sign in to the Zoom web portal.
In the navigation menu, click Phone System Management then Call Queues.
Click the name of the call queue.
Click the Policy tab.
Scroll down to the Automatic Call Recording setting.
Click Access Manage Member List.
In the User tab, click Add User, then specify the following:
- Access: Enter the name or extension of the phone user you want to share recordings with.
- Able to: Click the check boxes to specify if the phone user can download or delete recordings. The permission to access call recordings is granted by default.
  Note: If a phone user is allowed to delete a recording, deleted recordings are deleted for all phone users including the owner of the recording.
Click Save.
(Optional) Click the Admin tab to display the admin that have access.

If this answer helped solve your question/issue, please hit the -Accept as Solution- button below.

A

arib

Newcomer

Hi @IP-Man . Any chance you can provide more options to troubleshoot this? I tried adding the users to the queue but I'm still getting the same error mentioned by @chrisglenwilson , "This call log does not have recording!".

I appreciate any help you ca provide.

J

janaya1

Newcomer

Any updates on this? We are having the same problem, but we do not have call queues set up. We created Groups for our teams, and enabled call recording through those group settings, but seeing the same error message even when it's clear that the call does have a recording.