Find the call in Call Reports and use its Download recording action. Review any first-access confirmation before proceeding. You do not need an API integration to save an eligible recording from your account.
Before downloading
Make sure you are authorized to access and retain the call. Check the current recording retention notice and your organization’s policy for exported copies. A local download creates another copy that must be protected independently of the Portal.
1. Locate the correct recording
- Open Analytics → Call History.
- Set the time range and relevant Agent filter, then locate the call.
- Confirm the public reference, direction and time. Do not rely on the phone number alone when several calls match.
- Find the recording actions for that row or its details and choose Download when available.
If the action is unavailable, check recording eligibility, processing state and permissions. Enabling recording now cannot recreate an older unrecorded call. The presence of a transcript or saved Voice Agent conversation is not proof that a downloadable audio file exists.
2. Review the access charge
The recording settings explain the current first-access price. The first play or download is charged once per recording, using started recorded minutes; later plays and downloads of that same recording are not charged again. Read the actual confirmation and account state rather than assuming that downloading is free because it uses a download link.
If you already accessed the same recording, the current state should determine whether another confirmation is required. If the result is unclear or a charge appears unexpected, retain the call reference and check with Support. Do not repeatedly initiate requests to see whether a different charge appears.
3. Save and verify the file
- Accept the confirmation only when you intend to access the audio.
- Wait for the download to finish and use your browser’s download list to locate the saved file.
- Keep the supplied filename or rename the copy to something useful that does not unnecessarily expose a customer’s phone number.
- Check that the file opens as audio and contains the intended call. A browser error page or an interrupted transfer is not a valid recording.
- Store the copy in your organization’s approved private location and restrict access to authorized reviewers.
Do not publish the download URL or put the file into an unrestricted shared folder. If you need to share it internally, use your normal controlled sharing process. Downloading does not remove the original call record from the Portal.
If the browser does not save audio
Inspect the visible Portal message first. A processing response needs time or its offered retry; an authorization error needs an access check. If the browser blocked the download, use its download notification and site controls to allow the intended file without broadly disabling browser protection.
If the file is empty or cannot play, keep the call reference, request time and error. Do not rename an HTML or JSON error response to an audio extension and treat it as recovered audio. Compare with the Portal’s current recording state before trying again.
For transcripts and summaries, stay in the Portal
If your actual goal is to read the call or get an overview, use Transcript or AI Summary instead. Downloading and re-uploading the same recording to another service adds unnecessary steps and may create another charge or private copy.
For a persistent download failure, contact Support with the public call reference and sanitized error. Send the audio itself only when it is necessary and through an appropriate private channel.
Related guides
- How to Read and Understand Your VoIP Call Reports (CDR)
- Export call history and retrieve available recordings with the IllyVoIP API
Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.