Accessing and sharing call recordings

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Account owners and admins can access all call recordings of phone users or call queues. You can also share call recordings with a phone user and control whether phone users can access their call recordings.

You can also use Zoom Phone role management to allow users to access call recordings for specific users, call queues, or sites.

This article covers:

Prerequisites for accessing and sharing call recordings

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license
  • Policy settings for ad-hoc or automatic recordings enabled

How to access call recordings

Note: If a user, call queue or common area was deleted you can still access their recordings and view when that user/call/queue/common area was deleted.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Logs.
  3. Click the Recordings tab.
  4. Use the search box and drop-down menus at the top to filter call recordings.
    Note: Any recordings from a deleted user, call queue or common area will still be available and can be identified with a deletion date label.

Play, download, or delete cloud recordings

Click the following options to manage call recordings:

  • Play icon : Play a recording and view transcriptions (if enabled in policy settings).
  • Ellipses icon (...)
    • Download: Save the recording as an MP3 file.
    • Delete: Delete the selected call recording. To delete several entries at once, click the check box beside the contact name/number and click Delete.

How to identify call recordings

  • From / To column: Displays the caller ID name and number of the originating caller (From) and the target (To).
    • The entry will display Anonymous for callers that do have a caller ID (the caller hid their caller ID name and number).
    • If a party is an internal phone user, it will display their profile name and phone extension.
    • For call queue calls, this column also displays the phone user that made the outgoing call from the call queue or answered an inbound call to the queue.
    • If the call recording happened during a call queue call, the owner (phone user that started 
  • Owner / Owner Type column: Indicates if the call recording is owned by the User or Call Queue. Call queues can contain ad hoc or automatic call recordings.
    • Displays User if a call queue member started an ad hoc call recording using in-call controls. The recording belongs to the member / phone user.
    • Displays Call queue if it was an automatic call recording. The recording belongs to the associated call queue.
  • Recording Type column: Indicates if the the call recording was automatic or ad hoc (phone user manually started recording using in-call controls).

How to play, download, or delete call recordings

Click the following options to manage call recordings:

  • Play icon : Play a recording and view transcriptions (if enabled in policy settings).
  • Ellipses icon (...)
    • Download: Save the recording as an MP3 file.
    • Delete: Delete the selected call recording. To delete several entries at once, click the check box beside the contact name/number and click Delete.

How to share call recordings

Note: You can use Zoom Phone role management to allow other phone users to grant access to call recordings.

Phone user

You can share all call recordings that belong to a phone user and control whether that phone user can download or delete recordings.

Note: Phone users can only access shared call recordings using the Zoom web portal.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user.
  4. Click the Policy tab.
  5. Scroll down to the Automatic Call Recording or Ad Hoc Call Recording setting.
  6. Click Access Manage Member List.
  7. In the User tab, click Add User, then specify the following:
    • Access: Enter the name or extension of the phone user you want to share recordings with.
    • Able to: Click the check boxes to specify if the phone user can download or delete recordings. The permission to access call recordings is granted by default.
      Note: If a phone user is allowed to delete a recording, deleted recordings are deleted for all phone users including the owner of the recording.
  8. Click Save.
  9. (Optional) Click the Admin tab to display the admin that have access.

Call queue

You can share all call recordings that belong to a call queue and control whether that phone user can download or delete recordings.

Call queue recordings only contain automatic recordings. They do not contain call recordings that were started by a call queue member. By default, account owners and admins can access automatic recordings associated with the call queue. You can enable automatic call recording for call queues in the policy settings.

Note: Phone users can only access shared call recordings using the Zoom web portal.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call Queues.
  3. Click the name of the call queue.
  4. Click the Policy tab.
  5. Scroll down to the Automatic Call Recording setting.
  6. Click Access Manage Member List.
  7. In the User tab, click Add User, then specify the following:
    • Access: Enter the name or extension of the phone user you want to share recordings with.
    • Able to: Click the check boxes to specify if the phone user can download or delete recordings. The permission to access call recordings is granted by default.
      Note: If a phone user is allowed to delete a recording, deleted recordings are deleted for all phone users including the owner of the recording.
  8. Click Save.
  9. (Optional) Click the Admin tab to display the admin that have access.

How to change a phone user's level of access to call recordings

You can change whether a phone user has access to play, download, or delete call recordings. By default, phone users can play, download, or delete their own ad hoc recordings (recordings started using in-call controls).

You can only change this setting for ad hoc or automatic recordings at the phone user level. You can't change this setting at the site or account level.

Note: To enable or disable ad hoc or automatic recording for phone users, see the Zoom Phone policy settings.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user.
  4. Click the Policy tab.
  5. Scroll down to the Automatic Call Recording or Ad Hoc Call Recording setting.
  6. Click Access Manage Member List.
  7. Click the ellipses button (...) in the right-side column of the phone user you want to edit, the click one of these options:
    • Remove: Remove all access for the selected phone user.
    • Edit Permission: Change the existing permissions. Click the check boxes to specify if the phone user can download or delete recordings. The permission to access call recordings is granted by default.
      Note: If a phone user is allowed to delete a recording, deleted recordings are deleted for all phone users including the owner of the recording.
  8. Click Save.

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