Forum Ambassador
Davis Johnson (SolomonEdwards) a posé une question dans #Service Cloud VoiceHaving an issue with an Amazon SCV implementation, where I can play back call recordings in the on screen Call Recording Player on a VoiceCall detail page for any calls that connected to an agent. However, I am unable to play back Voicemails in the same manner. The transcriptions are still populated in Salesforce, however, and I can see the .wav file in the voicemail_recordings folder in Amazon so I know the files are being generated. Additionally, I do not see any difference between the VoiceCallRecording records of functional agent connected calls and the non-functional voicemail calls. Does anyone have an idea of what might be going on here? The only structural difference I can see is that the files live in a separate subfolder of the Amazon s3 bucket, but so do the transcriptions which are getting populated accordingly. Thanks in advance for your time!
I had exact same problem few days back
Buried in the support documentation is "On the Contact Center Details page, enable the Universal Call Recording checkbox", so make sure this is check in your Contact Centre.
Ref https://help.salesforce.com/s/articleView?id=000395766&type=1
