Troubleshooting

Calls aren't recorded

Short answer

Recording is off until you turn it on, and a pool or static tracking number can override the site's setting. With Record on bridge, a call that never connected has no recording, and any change applies to new calls only.

Applies to
Call recording
Who can do this
An Owner or Editor on the account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. No calls are recorded
  3. Some calls are recorded and others aren't
  4. The call has no recording yet
  5. The recording has no sound
  6. What to send us
  7. Related

What are you seeing?

Recordings show on the call: in the Enfonica Console, go to the tracking site's Tracked calls, open the call, and look for the Recording card. The Transcript card is below it.

No calls are recorded

Recording is off

A new tracking site doesn't record calls. Pools and static tracking numbers start on Inherit from site, so they record only if the site does.

Check

Open the tracking site's Settings and look under Call recording defaults.

Fix

Select Record on answer or Record on bridge, and select Save Changes. Recording starts with the next call; calls before the change aren't recorded. To learn about the options, see Record calls and play a consent message.

Turning recording on doesn't turn on the consent message. To learn more, see Is call recording legal in Australia?

Some calls are recorded and others aren't

A pool or static number has its own setting

A pool or static tracking number can override the site's setting. If it's set to Disabled, its calls aren't recorded whatever the site says.

Check

Open the pool, or the static tracking number, and look at its Call recording setting.

Fix

Select Inherit from site to follow the site, or select a trigger, and select Save Changes.

The call never connected

With Record on bridge, recording starts when the call connects to the business's phone. A call that wasn't answered, or that ended in a menu or message before it was put through, has no recording. Record on answer starts as soon as Call Tracking answers the call, so it also records ringing, menus and messages.

Check

Open the call and look at its status. A call marked NOT ANSWERED has no recording with Record on bridge.

Fix

There's nothing to fix: the call was never put through. If you want those calls recorded too, select Record on answer.

The call has no recording yet

The recording hasn't arrived

A recording is processed after the call ends, and the call page loads it only when it opens.

Fix

Reload the call's page. If a recording is still missing well after the call, contact support with the call's time and tracking number.

The recording has no sound

No audio available

The recording has finished, but there's no audio to play: the call was completely silent, or the recording couldn't be processed. Reloading the page doesn't change it.

Fix

If nobody spoke on the call, there's nothing to fix. If calls where people spoke show this, contact support with the call's time and tracking number.

What to send us

Include these and we can find the call straight away.

  • The tracking site's name in the Console.
  • The tracking number that was called, and the date and time of the call.
  • The caller's number, if you know it.
  • What you expected to see on the call, and what it shows instead.
Contact support

Our support team will reply by email.