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Thirdlane

Recorded Calls

This section lists the calls of yours that were recorded, so you can listen to one again, download it, or send it on. It is useful when you need the exact wording of something agreed on a call - an address, an order number, a commitment - rather than your memory of it.

Whether your calls are recorded at all is decided by your administrator on your User Extension, and in some configurations by you, on the Call Recording page. You only ever see your own recordings here.

Finding a recording

The list shows the date and time of each call, who it was with (caller ID and the number dialed), how long it lasted, and the audio format. Filter by a date range, by destination, or by caller ID to narrow a long list down to the call you have in mind.

Listening, downloading and deleting

  • Play streams the recording in the browser.
  • Download saves the audio file to your computer, for attaching to an email or keeping with a customer record.
  • To remove recordings, select them with the check box on the left and use Delete Selected. Deleting is permanent.

Recordings are not kept forever. Your administrator sets a retention period, after which recordings are removed automatically, so download anything you need to keep.

Transcripts and summaries

If your administrator has enabled transcription for your extension, the Details icon on a row opens a window with the recording, a written transcript of the conversation, and - where AI analysis is configured - a short summary of what was discussed. Reading a transcript is much faster than replaying a long call, and it can be searched and copied.

Tabs appear only for the information that exists. A recording with no transcription shows only the audio and the call details.

Best practices

  • Download before the retention period expires for any call you may need as a record; once it ages out it cannot be recovered.
  • Use the transcript to find the moment, then play just that part of the call, instead of listening from the beginning.
  • Treat recordings as confidential. They contain whatever the other party said, and in many places consent rules apply to sharing them.