The calling app creates the audio
CallSync attaches recordings created by the phone’s calling app. Recording availability depends on that app and the device. Automatic recording must be enabled where supported; otherwise a call may need to be recorded manually.
A call log can exist without an audio file. Missed calls have no connected conversation to record. Audio that was never recorded cannot be recovered by syncing again.
How CallSync attaches a recording
| Mode | What the employee does |
|---|---|
| Recording folder | Grant audio and folder access. CallSync reads the calling app’s recording folder and matches files to calls. Use Troubleshoot recordings to review access and scan missing recordings. |
| Manual sharing | Open the recording in the calling app, choose Share → CallSync, and select the matching call if asked. |
What cloud upload needs
- Recording upload enabled for the person, an active workspace plan and available recording storage.
- A working internet connection. Wi-Fi is the usual path; mobile-data upload depends on the app and organisation settings.
- A recording attached to a tracked call. Excluded numbers and the selected SIM still apply.
Manage storage carefully
Recording storage shows usage and tools to manage stored audio. Review the date range and scope of a deletion before confirming it.
Deleting a stored recording and excluding a personal number solve different problems. To stop future tracking of a personal number, add a Do not track rule.