---
schema_version: "1"
id: c970c554edf13446cd1427c938fae14eb4ecbd30156e8d90f3329043f37f10c4
title: Listen to and Collaborate on Voice Call Recordings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_call_audio_player.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_audio_player.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7643c749b2c27b504294b97fb45a1d268f8d834413d76c8bb91815710495ee24
description: Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Listen to and Collaborate on Voice Call Recordings

Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d137522e70">User Permissions Needed</th>
          </tr>
        </thead>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d137522e70 ">To use the call recording player:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d137522e70 ">
              <p>Agentforce Contact Center Supervisor (Salesforce Voice) permission set</p>
              <p>OR</p>
              <p>Agentforce Contact Center Rep (Salesforce Voice) permission set </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note A single Voice Call object is created for the entire duration of a customer call. If the call is transferred from an agent or rep to another rep, a new recording is created from the perspective of the new participant. All such recordings are mapped to the single VoiceCall object corresponding to this customer call.

1. To view the **Voice Calls** list, open the **Voice Calls** tab.
2. Alternatively, open the App Launcher, enter Voice, and select **Voice Calls**.
3. Click the **Voice Call** record for the call that you want to listen to.
    
    ![Use the Call Audio Player to listen to a call recording.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_recording.png)
    
    1. To listen to the recording, click the **Play icon** on the Call Audio Player.
    2. To fast forward or rewind by 15 seconds, click the **circular arrows**.
    3. To change the playback speed, click **1x** .
    4. To skip to a different part of the call recording, click the audio indicator.
    5. The recording for the transfer is stored in the same voice record. To navigate between transferred calls, use Next Recording and Previous Recording.