Start with the exact call in Call Reports, then read its recording state. A missing recording action, audio still processing and a playback error are different situations. Changing settings blindly can hide the cause without restoring the file.
1. Confirm that you found the intended call
- Open Analytics → Call History.
- Check the report’s time range, time zone and selected Agent filter. Broaden a filter if the call is missing from the report.
- Match the public call reference and direction, not just the destination number.
- Open the call details and inspect the available recording actions and status.
If the call itself is absent, investigate the report filters and account scope first. A report search problem is not evidence that a recording was deleted. An unsuccessful attempt or a call without eligible recorded audio may have a history row without a playable recording.
2. Check recording eligibility at the time of the call
Open Account settings → Voice → Call recordings and transcripts to inspect the current setup. Recording must have been enabled for the relevant call; turning it on afterward does not recreate past audio. A current enabled indicator does not by itself prove what the setting was when an older call occurred.
If only calls before a particular setup change are affected, keep that timing in your investigation. Do not repeatedly disable and enable recording to recover historical files. Ask Support to check eligibility when the call-time state is unclear.
3. Distinguish processing from unavailable audio
A recent call can be reported before its recording is ready for access. If the Portal says the recording is processing, allow it to complete and use the offered retry or refresh path. Do not treat a temporary processing state as proof that the call was never recorded.
If the state remains unresolved, note when the call ended and when you last checked. There is no universal waiting time that proves a file will or will not arrive. A persistent failure needs investigation of that call, not a promise that waiting indefinitely will fix it.
4. Check access and the first-access confirmation
Use the correct account and a user with permission to access the recording. A missing or denied control for an agent can be an access issue rather than missing audio. Do not share the owner’s password as a workaround.
Playback or download can require acceptance of the first-access charge. Read the current confirmation and any account error. A billing or authorization refusal is not the same as a corrupt recording. If the request’s outcome is unclear, reopen the call state before confirming another operation.
5. Separate audio availability from transcript availability
A transcript or Voice Agent conversation can sometimes be available while downloadable audio is not. Conversely, playable audio does not mean transcription has already completed. Inspect Transcript and AI Summary independently; their presence does not establish that an audio download should succeed.
Check the current retention notice for older calls. Do not assume that every historical report row has permanently retained audio. If your organization needs a retained copy, use the authorized download workflow while the recording is available.
What to send Support
- The public call reference and approximate UTC start/end time.
- The account context and affected SIP identity, supplied privately.
- Whether the call appears in the report and which recording actions are visible.
- The exact processing, authorization, billing or playback error.
- Whether nearby eligible calls work and when recording was enabled, if known.
Keep credentials and unnecessary customer details out of screenshots. These facts let Support distinguish one missing file from a wider access or processing issue without assuming a cause.
Related guides
Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.