Overview

You want to provide an external organization or a third-party application with the ability to download some of your organization's call recordings from calls made through the Playbooks product. This can be done using the Call Recording API.

Information

To start using the Call Recording API, the first step is to generate a unique access key that will grant access to outside apps to request recordings.

Creating the API Key

Creating an access key is something that only administrators can do within the Playbooks Manager App. To Create a Key, complete the following steps:

1. Login to the Playbooks Manager App.
2. Click the Settings tab.
3. Under the Calls menu on the left, click Call Recording.
4. Click ADD KEY.
5. Give the key a recognizable name, perhaps the name of a vendor.
6. Optionally, check the box to Allow this key to download recordings.
7. Optionally, check the box to Allow this key to start/pause recordings.
   NOTE: Each key must have at least one permission to be created.
8. Click SAVE.
   
   

Call Recording API keys can be renamed (Only the name of the API key can be changed). However, the permissions in the checkbox can’t be changed once the API key is made. Be sure to keep this key safe, as anyone who has access to the key will have access to your call recordings.

Deleting the API Key

To revoke access to the call recordings, simply delete the key by clicking the three vertical dots next to the key. 

Utilizing the CDR ID

To retrieve a call recording via the API, you must send in a Call Detail Record ID (CDR ID). A CDR ID is a unique identifier for each call placed within Playbooks. You can find the CDR ID for a call in the Playbooks Call Recording field in call tasks within the CRM. The CDR ID is the ID at the end of the URL in this field.

For Salesforce customers, if the Playbooks Call Recording field is not installed, you will need to either create the field manually or install the Playbooks unmanaged package to get started.

• The Call recording URL will look like this:
  https://callrecordings.insidesales.com?id=5858485