---
schema_version: "1"
id: 49b468adb04884775fc3c657abcccb4c62a723ebd7150fc31e5881b4a7087c83
title: Voice Call Recordings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_call_recordings.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7e4a71fdd91b16aae57062af26ff10fa16d279543d16f2b1b0951209f1368901
description: To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Voice Call Recordings

To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></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>

## Requirements to Access Voice Call Recordings

By default, only the voice call owner can listen to a call recording. You can also choose to grant access to other users.

For example, grant access to contact center users, such as reps, supervisors, and admins. You can also grant access to Salesforce users who aren’t contact center users. To grant the right users access to the voice call recordings, review these requirements for each user type.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:20%">
            <col style="width:20%">
            <col style="width:20%">
            <col style="width:20%">
            <col style="width:20%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e110">Salesforce</th>
              <th scope="colgroup" class="slds-cell-wrap" colspan="3" style="vertical-align:top;" id="d108176e113">Salesforce Requirements</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e116">Telephony System Requirements</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e122">User Type</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e125">Permission Set</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e128">VoiceCall Object Access</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e131">Universal Call Recording Access</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e134">Recording Access</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e110 d108176e122 ">VoiceCall record owner</td>

              <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e125 ">Salesforce Voice Contact Center Rep</td>

              <td data-label="VoiceCall Object Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e128 ">Owner</td>

              <td data-label="Universal Call Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e131 ">&nbsp;</td>

              <td data-label="Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e116 d108176e134 ">For Amazon Connect: Agent security profile</td>

            </tr>
            <tr class="">
              <td data-label="User Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e110 d108176e122 ">Contact center user</td>

              <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e125 ">Salesforce Voice Contact Center Rep</td>

              <td data-label="VoiceCall Object Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e128 ">Public or shared with user</td>

              <td data-label="Universal Call Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e131 ">&nbsp;</td>

              <td data-label="Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e116 d108176e134 ">For Amazon Connect: Agent security profile</td>

            </tr>
            <tr class="">
              <td data-label="User Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e110 d108176e122 ">Non-contact-center user </td>

              <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e125 ">&nbsp;</td>

              <td data-label="VoiceCall Object Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e128 ">Owner, Public, or shared with user</td>

              <td data-label="Universal Call Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e131 ">Enabled</td>

              <td data-label="Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e116 d108176e134 ">&nbsp;</td>

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

This table provides more information about each requirement.

 
| Requirement | Description |
| --- | --- |
| Salesforce Permission Set | All Salesforce contact center users must be assigned the Salesforce Voice Contact Center Rep permission set. See [Assign Contact Center Permission Sets](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&language=en_US). |
| VoiceCall Object Access | Regardless of the user type, the user must have access to the VoiceCall object. By default, the VoiceCall record owner has access. To grant others access to the VoiceCall records, set the organization-wide default for the VoiceCall object to Public or use sharing settings. See [Organization-Wide Default Access Settings](https://help.salesforce.com/s/articleView?id=platform.sharing_model_fields.htm&language=en_US). |
| Universal Call Recording Access | If the user isn’t a member of the contact center, enable Universal Call Recording Access. For an Amazon Connect contact center, see the Turn on Universal Call Recording Access section of this article. For a partner telephony contact center, see [Universal Call Recording Playback](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm). |
| Recording Access | In your telephony system, verify that the user has access to the voice call recordings. For example, for an Amazon Connect contact center, verify that the Agent Security Profile is assigned to the user. When you add a user to a contact center in Salesforce, the same user is added to AWS and assigned the Agent Security Profile, by default. See the Amazon Connect Customer Administrator Guide topic [Permissions to access recordings and transcripts of agent interactions](https://docs.aws.amazon.com/connect/latest/adminguide/assign-permissions-to-review-recordings.html#assign-permissions-to-access-recordings-transcripts). |

## Turn on Universal Call Recording Access

To give Salesforce users who aren't contact center members access to voice call recordings, turn on universal call recording access.

This procedure is for an Amazon Connect contact center. For a partner telephony contact center, see [Universal Call Recording Playback](https://developer.salesforce.com/docs/atlas.en-us.244.0.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm).

1. From Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers**.
2. Open your contact center.
3. Edit your contact center details, select **Let any Salesforce user listen to this contact center’s recordings**, and then **Save**.
    
    ![The Universal Call Recording Access checkmark appears on the contact center page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_universal_call_recording_access.png)
4. Allow access when prompted to continue with the box checked. If this box is unchecked, users outside of the contact center can open a voice call record, but can’t listen to the associated recording.

## Verify Voice Call Recording Access in Amazon Connect

If you have an Amazon Connect contact center, verify that users can access voice call recordings stored in Amazon Connect. Without this access, users can’t listen to the recordings in Salesforce.

When you add a user to a contact center in Salesforce, the user is added to AWS and assigned the Agent Security Profile, by default. If you change the default access settings, assign the Agent security profile to allow them to access the recordings.

1. Log in to the AWS Management Console, click **Services**, and then click **Amazon Connect**.
2. Click the Amazon Connect instance that matches the name of your Salesforce Voice contact center.
3. Click **Users** | **User Management**.
4. Select one or more users and choose **Edit**.
5. For Security Profile, verify that **Agent** is selected.
    
    The default Agent security profile has the required permissions to access voice call recordings. To learn which permissions are required, see [Assign Permissions to Review Recordings of Past Conversations](https://docs.aws.amazon.com/connect/latest/adminguide/assign-permssions-to-review-recordings.html).
6. Choose **Save**.

## Show Call Recordings on the Voice Call Record Page

To show call recordings where the service reps work, add the Call Recording Player component to the Voice Call Record page. The player shows the list of call recordings.

#### See Also

- [Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&type=5&language=en_US)
- [Assign a Security Profile to a User](https://help.salesforce.com/s/articleView?id=sales.call_coaching.htm&type=5&language=en_US)