Access to Phone Recordings

[lauri_schindler]

Help, we are frustrated.  Our users have access to listen to the recordings that they manually initiate on outbound calls, but cannot listen to the inbound calls that the answers and are automatically recorded.  Their individual settings give them permission to listen to recordings and there is no place to specificy inbound, outbound, both.  Is there another setting someplace? 

[Eliot]

hi @lauri_schindler 

By default, automatic recordings for phone users are only accessible by admins.

Admins can give user access to their automatically recorded calls. 

Please see support article for details.

Managing Zoom Phone automatic call recording settings

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[lauri_schindler]

One last question - if I add access to a call queue for one member, will they be given access to all calls to that queue, or only the calls that they answer?

[lauri_schindler]

Thank you for your quick response.  It didn't work and we think it's because the calls are received via a call queue.  Is there a different solution?

[Eliot]

hi @lauri_schindler 

For access to call queue automatic call recordings, admin must enable automatic recording and add members for access:

Call queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit call queues.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the applicable call queue name from the list.
4. Click the Policy tab.
5. Under General, click the Automatic Call Recording toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Notes:
• You must acknowledge and accept the terms and conditions of automatic recording.
• If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. Manage Automatic Call Recording settings.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069692

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[lauri_schindler]

I don't think this is it.  We are trying to give people in a call queue access to hear recordings of calls that they personally answer, ONLY.