Call recordings are essential for businesses to analyze customer interactions, monitor agent performance, and maintain compliance with industry standards. This step-by-step guide will walk you through finding call recordings in the Regal Voice app, whether they are 30, 60, 90 or hundreds of days old.


For Recordings Made Less than 30 Days Ago

Step 1: Access the Tasks Page in the Regal Voice App

To begin searching for call recordings, you'll first need to log in to the Regal Voice app. Once logged in, navigate to the tasks page by clicking on the "Tasks" tab in the sidebar. This will display a list of tasks associated with your account.

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Step 2: Click on Past Tasks

On the tasks page, you'll see a section labeled "Past Tasks." Click on it to view a list of completed tasks, including call recordings, that are up to 30 days old.

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Step 3: Locate the Task

Locate the specific task you're looking for by searching with either the task ID, contact phone number, or contact name. Use the search bar at the top of the page to enter your search criteria and quickly find the task you need. 

Note: You may need to change the timeframe if you're looking for an older task.

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Step 4: Access the Call Recording

Once you've located the task, scroll all the way to the right of the task entry. Here, you'll find an audio player and a download icon. Click on the play button to listen to the recording directly within the app, or click on the download icon to save the recording to your computer for offline access.

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For Recordings Older Than 30 days

Regal only stores tasks, including call recordings, for up to 30 days in the "Past Tasks" section. If you need to access recordings for tasks older than 30 days, there are three ways to locate call recordings older than 30 days:

Option 1: Using the Contact's Event History

This option is best if the contact has not had a lot of calls, or if you know the specific date and time of the call you're looking for.

 

Step 1: Navigate to the audience page and locate the contact's profile. From there, switch the view to the event history

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Step 2: In the event history, change the search criteria to "Regal Event" and then search for call.recording.available

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Step 3: Locate the correct date and time, then click the dropdown arrow on the right

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Step 4: Locate the "recording_link" URL, then copy/paste the URL into your web browser.

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Option 2: Using the Conversation Intelligence page

Download Not Available!

Use this method if you want to listen to the call or read the transcript. This can be shared with other Regal admins in your account. If you want to download the recording, use Option 1 or Option 3 to access the recording's link.

Step 1: Navigate the Conversation Intelligence Page

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Step 2: Search for the call by contact name, phone number, task ID, or recording ID and then click into the call by clicking on the underlined task type in the first column

From here you can both see the transcript of the call as well as listen to the call recording.

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Option 3: Using the Task & Message Details Reporting Dashboard

 Reporting Access is Required to Access the Task & Message Details reporting dashboard

Step 1: Open the Tasks & Messages Detail Dashboard

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Step 2: Filter for the Contact Phone

  • Alternatively, you can use the Handling Agent

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Step 3: Copy the Recording Link from the Call Tasks table

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