Listen to call recordings

Access your stored files via your call reports or the Amazon AWS Management Console.

GoTo Admin

Listen via analytics

Before you begin: To access analytics, you must be set up as a user and have one of the following roles or permissions:

Super admin role or view reports permissions
Contact Center Supervisor or Admin role

Available for Contact Center Complete and Advanced Call Reports customers only.

Sign in to GoTo Admin.
From Analytics, select Queue caller > Queue caller — summary or Call reports > Call reports — summary depending on your plan:
Use the available filters to sort the data as desired. See Call reports board or Queue caller board for more details.
Select the call you want to listen to and then press .
Result: This will open a new pop-up window with the interaction overview.
Troubleshooting: will only display next to the recorded calls. Some calls may have multiple recordings due to being transferred, etc.
To share a data segment, copy the URL and paste through your desired medium.

Note: Each page, including a specific call's interaction overview, generates a unique link that will route the recipient of the link directly to the page you are on without having to re-apply all of the same filters.

Listen via call reports

Before you begin: You must have super admin role or view reports and access call recordings permissions. Call recording must be enabled by an Admin.

Sign in to GoTo Admin.
From Phone system, select Call reports.
Result: This will launch the Analytics portal in a new browser window.
Use the available filters to sort the data as desired. See Call reports board for more details.
Select the call you want to listen to and then press .
Result: This will open a new pop-up window with the interaction overview.
Troubleshooting: will only display next to the recorded calls. Some calls may have multiple recordings due to being transferred, etc.
To share a data segment, copy the URL and paste through your desired medium.

Note: Each page, including a specific call's interaction overview, generates a unique link that will route the recipient of the link directly to the page you are on without having to re-apply all of the same filters.

Listen via amazon

Before you begin: An AWS storage bucket must be set up and connected.

There are various viable third-party tools for Amazon file management. If you are looking for a desktop application, CloudBerry has worked well for many of our customers to simplify this experience.

Sign in at https://aws.amazon.com/console/.
Navigate to your Amazon S3 bucket for GoTo Connect (storage folder).
Learn how recordings are named:
GoTo Connect will create a new folder for each year, with first and second level folders for each respective month and day ( Year > Month > Day). It may take a full business day before recordings are accessible. File names use the following format:
- Naming Convention: time_stamp~source_number~destination_number~unique_ID.wav
- Example File: 2011-11-25T140401~8015550101~7145550198~012fc1c2-62f6-1348-e3a4-000100620002.wav
- Encoding: GoToConnect currently provides three encoding options for recorded calls, .wav, .wav49, and .mp3.
Note: Recordings are sent to Amazon S3 using Secure Sockets Layer (SSL) and then added using Service Side Encryption (SSE). According to Amazon, SSE uses one of the strongest block ciphers available, 256-bit Advanced Encryption Standard (AES-256). 256-bit is the largest key size defined for AES. Server-side encryption is about data encryption at rest, that is, Amazon S3 encrypts your data as it writes it to disks in its data centers and decrypts it for you when you access it.

PBX Administration (classic)