Recordings
Every call CIC handles for you is recorded (where consent and law allow). Recordings are linked from the call detail page.
Opening a recording
- Open Calls (opens in a new tab) in the sidebar.
- Click the call you want to listen to.
- The detail page loads with an audio player ready to go.
Playing the audio
The audio player has standard controls:
- Play / Pause
- Scrubber bar — drag to jump to any point
- Duration — total length of the call
- Volume
The audio loads from secure storage and is available for as long as CIC retains the recording per your contract.
When audio is missing
If the audio player doesn't appear, the recording isn't available. Reasons:
- The audio file hasn't been moved from Five9's SFTP server to S3 yet (this happens every 15 minutes — wait and retry)
- The call was too short or didn't get recorded
- Recording was disabled for that campaign or call type
- The retention window has expired
If recordings are missing for many recent calls, contact CIC support.
Call logs (notes)
The detail page also has a call log section where you can leave notes. Use this for things like:
- "Follow-up scheduled with customer for Tuesday"
- "Left voicemail, will retry"
- "Pricing question — escalated to owner"
Notes you add are visible to you and to CIC's team. They're saved per call and preserved for the call's lifetime.
Why the recording matters
For a contractor, hearing the actual call is the difference between trusting CIC's summary ("we booked this job") and verifying it ("we booked this job with these specifics"). For supervisors and admins, recordings are the source of truth for QA, training, and dispute resolution.
Next
- Calls — finding the call you want to listen to
- Search & Filters — narrowing down to a specific call