How To Provide Access To Call Recordings For Users With Basic Permissions via Custom permissions

Introduction: This article explains how you can provide access to call recordings of all other users for a user with Basic level permissions in Natterbox.

Prerequisites (Permissions & Licences)

Before starting, ensure the target user or user group has the following assigned:

Create a Custom Salesforce Permission set: Natterbox - Call Recording Access View in CRO permission set.
a. In this permission set you will be required to give Read and View All Records access to Call Reporting object as seen below.

You will also be required to provide Read Access to the following Field Permissions

Field Name	Field API Name
Account	nbavs__Account__c
Call Direction	nbavs__Call_Direction__c
Contact	nbavs__Contact__c
Conversation Answer Time	nbavs__From_Answer_Time__c
Conversation Start Time	nbavs__From_Start_Time__c
Created By	CreatedById
From Channel Start Time	nbavs__From_Channel_Start_Time__c
From Dialled Number	nbavs__From_Dialled_Number__c
From Flag Record	nbavs__From_Flag_Record__c
From Natterbox User	nbavs__From_AVS_User__c
From Number	nbavs__From_Number__c
From Recording	nbavs__From_Recording__c
From Recording URL	nbavs__From_Recording_URL__c
From SF User	nbavs__From_SF_User__c
Last Modified By	LastModifiedById
Owner	OwnerId
Talk Time In Minutes	Talk_Time_In_Minutes__c
Time Talking	nbavs__From_Time_Talking__c
To Answer Time	nbavs__To_Answer_Time__c
To Flag Record	nbavs__To_Flag_Record__c
To Natterbox User	nbavs__To_AVS_User__c
To Number	nbavs__To_Number__c
To Recording	nbavs__To_Recording__c
To Recording URL	nbavs__To_Recording_URL__c
To SF User	nbavs__To_SF_User__c

Natterbox Rule: Ensure "Recording Access to ALL" is configured for the target user or group. You can follow the step-by-step setup in the Natterbox Recording Access Documentation.

Resolution Steps

To access and play the recordings, please follow these steps:

Assign the Permission Set: Assign the custom permission set "Natterbox - Call Recording Access View in CRO" to the target users.
Create a Custom List View: Navigate to Call Reporting in Salesforce, clone the existing 'ALL' list view, and save it as a new custom list view. eg. named "Copy of All".
Note: you can also view the recording via a report using the Call Reporting report type.

Call reporting interface showing options to clone and manage call records.

Apply Filters: Add filters to your newly created custom list view to view the Call Reporting (CR) records of the desired user/s.
Locate the Recording: Click on the target CR record, scroll down to the From or To Recording fields.

Call reporting details including conversation instance, category, and recording link highlighted.

Play the Recording: Click on the red 'Play' button to launch the recording player in a new window. (Note: If the play button is greyed out, the recording cannot be played.)

Important recording player tips to keep in mind:
Loading Time: Please allow the player up to Two minutes to fully load the audio, especially for calls with lengthy durations.
Manual Playback: The recording may not start playing automatically. Once the audio has loaded and the track duration appears on the screen, click the play button inside the player to begin listening.

FAQs

Why can’t I find the 'Natterbox - Call Recording Access View in CRO' permission set in my org?

Because this is a custom permission set that needs to be created and enabled by a Salesforce/Natterbox admin for every org individually.

Why Is the play button greyed out in the call reporting record?

A: This means the call recording cannot be played due to unavailability or due to lack of accessibility.

The recording does not play even when the play button is red and I receive “Autoplay prevented by the browser” on the player?

A: The recording you are attempting to play is too old, i.e. the recording is archived due to archiving policy expiry threshold is breached.

Why does the recording not play automatically?

A: Due to browser limitations at the time of playing the recording. Once the audio has loaded and the track duration appears on the screen, click the play button inside the player to begin listening.