If you see calls made or received in Aircall that are not producing recordings, there are a few possible reasons. This article walks you through the most common causes and how to check each one.

1. Check your call recording settings

First, confirm that call recording is enabled for the number used on the call. Call recording settings are configured per number and can be set for both inbound and outbound calls from the Dashboard.

Steps to verify call recording settings

  1. Go to Aircall Dashboard > Numbers
  2. Select the number you want to enable call recording for.
  3. In the Settings tab, scroll to the Call recording section.
  4. Toggle ON to start recording automatically for Incoming and Outgoing calls.

For more information on how to activate call recording, please see Configuring Numbers: Activating call recording.

Note: If the setting "Allow the user to start and pause recording" is enabled, users will be able to start or pause the recording from the app. If a user has paused a recording, this may be the reason why the recording is unavailable.

2. Confirm the call meets recording length requirements

A call’s duration affects whether a recording is created. For a call to produce a recording, all of the following must be true:

  • The call must be answered.
  • There must be active communication for at least 5 seconds.
  • Recordings longer than 4 hours will not be saved.
Important: Any calls that do not meet these criteria will not produce a recording. This includes voicemails that are shorter than the 5-second duration threshold.

3. Consider Parallel (Concurrent) calls

Parallel (Concurrent) calls behave differently with respect to recordings. In some cases, the second call will not have a recording at all.

How recordings work with Parallel Calling

Scenario:

  1. A user calls External-1 or receives a call from External-1 (Call-1).
  2. The user then calls External-2 using the parallel call (concurrent call) feature, which creates another call (Call-2).

For more information, please see Parallel Calling.

In the Aircall Dashboard, this results in two separate calls, as the second call to the external party is considered a new call:

  • The first call made by the user to External-1 will have the recording of the whole conversation.
  • The second call made by the user to External-2 will not have a recording at all.

4. You have a recording link but cannot access the recording

If you see a recording link but cannot access the recording, the issue may be related to the phone number the call was made on.

Check the number the call was made on and confirm whether that number still exists.

Important: If a number was deleted, its recordings are deleted at the same time. They cannot be retrieved. Even if the number is later recovered, the associated recordings will not be restored.