Overview
Occasionally a call recording is missing even though other calls on the same number and call flow recorded fine.
This is intermittent, not a call-flow misconfiguration. If your other calls are recording normally, your setup is not the problem — REsimpli needs to investigate the specific call.
First, which problem is it?
These are two different issues and get fixed different ways:
Symptom | What it is |
No recording at all | Missing recording — report it with a specific example |
Recording exists, but your voice is missing | A microphone or audio device issue on your end |
Steps
Step 1: Open the lead and check the Activity Log
Step 2: Confirm the call itself is there
Step 3: Check other calls on the same number and call flow
If those have recordings, the setup is fine and this is a one-off.
Step 4: Capture the details
The lead, the approximate call time, the affected user, and an existing ticket number if you have one.
Step 5: Contact support
So the specific call can be investigated — in some cases through the underlying calling provider.
Step 6: If your voice is the missing part, check your device
Microphone permissions and which audio device is selected.
Important Notes
Do not rebuild your call flow if other calls on the same setup are recording. That is effort spent on the wrong thing.
A missing recording and a silent recording are different problems.
Bluetooth and multi-device setups can cause the wrong microphone to be selected — a common cause when the recording exists but you cannot be heard.
Specific examples are what support needs. "Some recordings are missing" cannot be investigated; a lead and a timestamp can.
Frequently asked questions
Why are some calls recorded and others not?
It is an intermittent issue that needs investigating case by case.
Should I rebuild my call flow?
Not if other calls using the same setup are recording normally. Give support a specific example first.
The recording exists but nobody can hear me. What now?
Check microphone permissions and the selected audio device, then report it if it continues.
Troubleshooting
No recording on one call
Capture the lead, call time, and affected user, and send them to support.
Your voice is missing from recordings
Check microphone permissions.
Check which audio device is selected.
Test without Bluetooth — a headset can capture the wrong input.
It keeps happening
Keep the same support ticket updated with each new example rather than opening a new one. A pattern across several examples is what makes an intermittent issue diagnosable.
Related
How to Manage and Set Up Call Flows in REsimpli
Triple-Line Dialer: Cooldown, Daily Limit, and Calling Hours