Call Recording Manager
Find the recording that matters, and prove who listened to it.
Available now. Request a guided demo with one of our specialists.
Overview
What Call Recording Manager does
Most operations already record. The difficulty is finding a specific interaction months later, controlling who may listen to it, and demonstrating that control to an auditor.
Call Recording Manager indexes recordings from your existing platform through the connector layer, applies retention and access rules, and records every playback, download and export.
- Advanced recording search
- Retention policies
- Playback audit trail
Key Benefits
Why operations adopt it
Retrieval in seconds
Search by agent, queue, date, duration, number, campaign or custom metadata.
Access under control
Role-based permissions decide who may search, listen, download or export.
Defensible retention
Apply retention periods and legal holds per client, campaign or interaction type.
Your recordings stay where they are
The application indexes what your platform already produces instead of making a second copy, so the audio, its storage and its cost stay under your control.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Connector-based ingestion
Index recordings produced by your existing PBX or contact center platform.
Metadata search
Filter across call attributes and any custom fields supplied by the connector.
Secure playback
Stream inside the application with permissions enforced per role and tenant.
Retention and legal hold
Automatic expiry rules, with exceptions for interactions under review.
Full audit trail
Every search, playback, download and export is attributed to a user and timestamp.
Quality hand-off
Send an interaction straight into a Quality Monitoring evaluation.
Bulk export
Package a filtered set of interactions together with their metadata for a regulator, a client or a legal request, as a single audited operation.
Storage insight
Volume and growth by campaign, client and retention class, so expiry rules are set with the real numbers in front of you.
Use Cases
Where it is used
Dispute resolution
Locate and share the exact interaction behind a customer complaint, with a record of who accessed it.
Regulatory audit
Demonstrate retention, restricted access and traceable playback.
Client evidence requests in a BPO
Hand a client the interactions from their own campaigns and nothing else, with every access recorded against a named user.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Connector for Asterisk-based telephony environments — one of several supported platforms.
Connector for AsterCDR interaction and call detail data.
Connector for Avaya environments. On the roadmap; available today as a custom engagement.
Connector for Genesys environments. On the roadmap; available today as a custom engagement.
Scheduled import and export of structured files for systems without an API.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Call Recording Manager in a working environment.
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