How do I listen to call recordings?

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

Important: We're in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

If you're an admin who signs in at https://admin.goto.com, you use GoTo Admin.
If you're an admin who signs in at https://my.jive.com/pbx, you use PBX Administration (classic).
If you're an admin who signs in at https://admin.logmeininc.com, you use GoTo Admin Center (classic).

GoTo Admin

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.
Select Phone system > Call reports.
Select which perspective you want to listen to calls from:
Select the call you want to listen to.
From Direction, select .

Note: will only display next to the recorded calls. Some calls may have multiple recordings due to being transferred, etc.
Optional: Select to save the recording to your desktop.

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.

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:

View reports permissions
Super admin permissions
Contact Center Supervisor role
Contact Center Admin role

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

Sign in to our GoTo desktop or web app.
Select Analytics from the left navigation.

Call recordings are available in Interaction overview. This can be accessed through the Queue caller board or Call reports board depending on your plan:

Option	Description
Contact Center Complete customers	Select the Queue caller board from the left navigation. Navigate to the Queue caller — summary table within the Queue caller board. Select a specific day in the Date column. Select the desired call to access Interaction overview and drill into the individual call details.
Advanced Call Reports customers	Select the Call reports board from the left navigation. Navigate to the Call reports — summary table within the Call reports board. Select a specific day, user, or phone number within the table. Select the desired call to access Interaction overview and drill into the individual call details.

Result: A new window will appear.

Select at the top of the window to play the audio.

PBX Administration (classic)