“Recording is enabled” sounds reassuring until someone needs to find one particular conversation. Casino support uses recordings for disputes and training; search, access and retention matter as much as the switch that turns recording on.
Trace a recording from a test call
Make an agreed inbound and outbound call. Note time, number, agent and call ID. Confirm that the correct conversation appears in the expected system and can be played or downloaded. If recordings should be accessible from a CRM, separately check which identifier or link appears there. A file in the telephony portal does not automatically become available in every CRM.
Decide access and retention
For each team, establish who can listen, how long files remain and who handles deletion or export requests. Rules for informing participants and processing personal data depend on country and your procedures; settle them with the responsible people in your business. Do not send a player's recording into a public team chat for quality review.
Recording in Proton VoIP
Recording is enabled at account level. Files can be played or downloaded in the dashboard and retrieved through the API. Proton supplies documentation for integration. Retention follows your service terms. Match the call ID in the CDR and recording. Then a supervisor can find a disputed conversation without guessing or receiving access to every audio file in the company.
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