Omnix
Home Call Recordings

Accessing Call Recordings

If call recording is enabled for your phone lines, agents and managers can listen to audio recordings and read automated transcripts directly from the Unified Inbox.

1. Accessing Recordings in the Inbox

When a voice call finishes:

  • A call card is generated automatically in the center panel timeline.
  • It displays metadata, including call direction (inbound/outbound), duration, date, and time.
  • If recording was enabled, a play bar will appear directly inside the message card.
+-----------------------------------------------------------+
| 📞 Outbound Call to +1 555 987 6543                       |
| Duration: 4m 12s | Agent: Sarah Jenkins                   |
|-----------------------------------------------------------|
| [ ▶ Play ] 0:00 -------------------------●--------- 4:12  |
|                                                           |
| [ View Transcript ]                      [ Download Audio] |
+-----------------------------------------------------------+

2. Playback Controls

The audio player supports standard controls:

  • Play/Pause: Listen to the call audio.
  • Speed selector: Change playback speed (1.0x, 1.25x, 1.5x, 2.0x).
  • Download: If permitted by your workspace role, download the raw .mp3 or .wav file.

3. Automated Transcripts

Click View Transcript to expand the conversation log:

  • Speaker Diarization: The transcript separates agent statements from contact statements.
  • Timestamp Linking: Click any sentence in the transcript to jump to that exact timestamp in the audio recording.