Call history and recording

Every finished call becomes a call story: who called whom, every leg the call took (queues, agents, transfers), the recordings and, when AI Insights are on, the transcript and analysis. Admins find them on the Call Story page.

Find a call

The Call Story page lists calls with Date Time, Direction, Caller and Callee.

• Search Call Stories: enter a keyword or phrase and click Search. Search is semantic: it finds calls whose content is similar in meaning to your phrase, not only exact word matches. It needs AI Insights to be enabled.
• Label filter (the filter icon): tick one or more labels and click Apply to show calls that have any of them. Labels come from AI labelling.

Look inside a call

Each row’s menu offers:

• Call Graph: a timeline of the call with one lane per party, so you can see when each person joined, was put on hold, transferred or hung up. Use the Scale slider to zoom. Recordings play inline from the graph.
• Show Transcription, Show Summary and Show Sentiment, when that analysis exists for the call.

Recordings

Calls are recorded by the media server and the recordings are stored in object storage:

• Self-hosted: in the S3 or S3-compatible bucket you configured (STORAGE_BUCKET_NAME). You control how long they are kept, for example with lifecycle rules on the bucket. With S3_PROXY_DOWNLOADS=true the server streams recordings to the browser; otherwise the browser is redirected to a short-lived signed URL. See Configuration.
• Comcent Cloud: retention depends on your plan: 30 days on Starter, 1 year on Team and 3 years on Scale. See Comcent Cloud.

Recordings are also available through the REST API and are linked from the vCon document sent to your webhooks.

Caution

Recording phone calls is regulated in many places. Make sure you inform callers and obtain consent where the law requires it, for example with a Play node at the start of your inbound flow.