Activating the feature
The new call deletion feature (within version 5.1.6 onwards) can be enabled on a user level via the permissions page.
Under the QA Permissions Category, you will need to enable the "Can Delete Recording"
Please note: call deletions are permanent and unrecoverable, so make sure when enabling the permission that it is applied to the desired group.
Deleting Calls within Recordings Playback
Within the Recordings Playback page, locate the recording that you wish to delete.
Then on the far right of the screen, you should see a 'trash can' icon (if not check to make sure that the permission has been enabled for your account).
Pressing the icon will prompt a confirmation window, to help safeguard against any accidental call deletions. If you wish to complete the deletion, press OK and the call recording is now deleted.
As a reminder, any call deletions are permanent and are not recoverable. However, any deletions are audited should you need to find out who may have deleted a recording. If you are unsure on how to do this, then please reach out to our Support team who will be able to assist further.
Further information on the Recordings Playback page can be found here.
Deleting Calls within Record History
Within the Record History page, locate the recording that you wish to delete.
Then on the far right screen select the Lead Information icon to open the pop-up window.
Navigate over to the Interaction tab and then within here you will see the call recording. Press the Delete Recording button.
Pressing this button will prompt a confirmation window, to help safeguard against any accidental call deletions. If you wish to complete the deletion, press OK and the call recording is now deleted.
Further information on the Record History page can be found here.