Call Recording - Using the Recorder Portal

Customers who utilize call recording with Nextiva are able to access their recordings through one of our recorder portals.  The Nextiva support team will need to configure access for you.

Requesting Access

If you need access to your recordings or need to change the permissions you have, please submit a case to request access to your call recordings. In the description field please indicate if you need access to the entire account, specific users, or only your user.  The Nextiva support team will configure your access and provide you with the URL to log in at, your username, and password.  Please change your password after logging in the first time.

Filter Recordings

Nextiva stores recordings for 6 months by default.  Additional storage time can be purchased for the entire account up to a maximum of 3 years.  To filter for specific recordings:

1. Log in to the recorder portal.
   
   
2. In the upper right-hand corner of the page first adjust your date range.  By default, the system will show all calls for the current day.
   
   
   1. Use the Time Frame dropdown menu to pick a relative time frame or a custom range.
      
      
      
      
   2. If Custom or Last X Days is selected set the custom range or number of days to search.
      
      
      
      
3. All recordings from the specified time will be displayed to narrow down the results filters can be applied.
   
   
   1. Select the type of filter from the drop-down menu.
      
      
      • ID - Specific ID number of the recording
        
        
      • Min Duration (sec) - Minimum duration of the call in seconds
        
        
      • Max Duration (sec) - Maximum duration of the call in seconds
        
        
      • Local Party - The voice userID and domain of the Nextiva user that made the call, if users use their email address to log in click here for instructions to obtain the userID. 
        NOTE: It is recommended to add a wildcard * after the userID to avoid having to enter the domain.
        
        
      • Remote Party -  The outside party, if searching for a phone number add the wildcard * as the phone number is listed with the country code for inbound calls.
        
        
      • Any Party - Use to search both the local and remote party fields at the same time.
        
        
      
      
      
   2. If additional filters are needed click the yellow + button and add additional filters.
      
      
      
      
4. Click the Search using added filters button to apply the filters.
   
   

Listen to Recordings

Recordings can be listened to within the portal.  Click the Speaker icon on the left side of the recording to play the file.  The controls for playback are in the upper right-hand corner of the page.

Download Recordings

Users with the correct permissions can download recordings from the recorder portal.  Recordings can be downloaded either individually or in bulk.

Individual Recording

To download an individual recording click the download arrow.

Multiple Recordings

Multiple recordings can be downloaded at one time.  You can either select multiple recordings to download by checking the box on the right-hand side of the recording or download all recordings that were filtered.  Click the bulk export button at the top of the recording list and select either Export selected to download the checked items or Export query results to download all filtered recordings.  The export selected option will be greyed out if no recordings are selected

NOTE: If you attempt to download too many files at the same time, the request will timeout.  If you need to download all your recordings, Nextiva can set up recurring transfers of your recordings to a server through SFTP.

Delete Recordings

Depending on your permission set within the recorder portal, you can delete recordings.  To delete a recording:

1. Locate the recording through filtering
   
   
2. Click the trash can to the right of the recording
   
   
   
   
3. In the confirmation window click Delete.
   
   NOTE: Once deleted a recording CANNOT be recovered.
   
   

Live View

Nextiva does NOT support the live view of recordings.