---
title: Recording Manager V20
description: "# Introduction 3CX Recording Manager helps you manage disk space efficiently by archiving phone recordings as MP3 files, which use far less storage than WAV files. It offers automated compression, secure backups to another location, and a retention policy that…"
url: "https://voiptools.com/docs/recording-manager-v20/"
updated: "2026-07-03"
category: "Tools - V20"
---

# Recording Manager V20

# Introduction

3CX Recording Manager helps you manage disk space efficiently by archiving phone recordings as MP3 files, which use far less storage than WAV files. It offers automated compression, secure backups to another location, and a retention policy that automatically deletes recordings older than a set date that keeps storage optimized and organized.

## Discover the Power of Recording Manager

3CX Recording Manager is a powerful plugin for your 3CX/PBX system that lets you easily manage and organize call recordings through a user-friendly web portal. It supports ad-hoc recording for individual calls, monitoring of specific extensions, and full system-wide recording.

## Why choose Recording Manager?

Smart recording made simple with 3CX Recording Manager

| ![](https://voiptools.com/wp-content/uploads/2025/10/record_voice_over_50.png) | **SIMPLIFIED EXPERIENCE** | Simplified Recording Journey. Enjoy an effortless experience from start to finish. Easily navigate, locate, and organize all your recordings with confidence. |
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| ![](https://voiptools.com/wp-content/uploads/2025/10/video_search_50.png) | **EASY ORGANIZATION** | Take control of your audio records. Easily locate, listen to, and organize recordings instantly, ensuring an efficient and seamless management experience. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/sync.png) | **HASSLE-FREE INSTALLATION** | Enjoy a simplified installation and update process with 3CX Recording Manager. Setting up the system and keeping it up to date is made easy, saving you time and effort. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/devices_50dp.png) | **BROWSER COMPATABILITY** | Benefit from seamless compatibility with popular browsers such as Internet Explorer, Google Chrome, Firefox, and Safari. Access your recordings with any of these browsers without any compatibility issues. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/broadcast_on_home_50dp.png) | **CONVENIENT ACCESS** | Access your recordings conveniently from your PC, MAC, or smartphone. Whether you’re in the office, at home, or on the go, you can easily access and manage your recordings without limitations. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/folder_match_50dp.png) | **SERVER SPACE OPTIMIZATION** | Remove outdated recordings effortlessly to free up valuable server space. Keep your recording storage optimized and avoid unnecessary clutter. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/switch_account_50dp.png) | **EXTENSION CONTROL** | Effortlessly manage recorded extensions through the user-friendly web portal. Easily assign, modify, or remove extensions, making extension management a breeze. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/supervised_user_circle_50dp.png) | **STREAMLINED ADMINISTRATION** | Streamline your administration tasks with the integrated 3CX Login Database. Manage user access and permissions efficiently, ensuring a smooth and secure recording management process. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/shopping_bag_speed_50dp.png) | **USE FREE MICROSOFT TOOLS** | Enjoy a seamless purchasing experience with 3CX Recording Manager. Take advantage of free tools from Microsoft to facilitate your purchase, making it quick, convenient, and cost-effective. |

## How to Install Recording Manager

Make the most of 3CX Recording Manager’s powerful features, you must understand the straightforward yet essential steps for its setup and usage. This user-friendly software only needs to be installed once, guaranteeing convenient access to its extensive recording capabilities.

# Prerequisites

You must ensure that your computer satisfies the minimum requirements specified below to install 3CX Recording Manager before you begin with the installation steps mentioned in this guide,

| **PREREQUISITE** | **PURPOSE** |
| --- | --- |
| **3CX Version V20** | 3CX Recording Manager is designed to work seamlessly with this version for enhanced features and performance. |
| **Windows 10 or above / Windows Server 2012 or above** | These operating systems provide the necessary environment for the application to run efficiently. |
| **VoIPTools Universal Updater** | This component is necessary for updates, ensuring the application remains current and functional. |
| **VoIPTools Relay Service** | It is used for proper integration and functionality of the 3CX Recording Manager within the 3CX environment. |
| **Microsoft SQL Server 2019 or above (Including the free SQL Express edition)** | 3CX requires Microsoft SQL Server 2019 or later for database management. |
| **Port number 5500 opened on your device** | Port 5500 is a specific network port used by 3CX for communication purposes. Opening this port on the device’s firewall allows incoming and outgoing traffic to pass through, enabling the 3CX software to send and receive data over the network effectively. |
| **Static IP for VoIPTools and 3CX servers** | This is to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay. |
| **HTML5 Audio Support** | To play recordings within the browser. |

> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE** :
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# Installation overview

| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_one_70dp.png) | **DOWNLOAD SOFTWARE** | You can order 3CX Recording Manager online at [https://www.voiptools.com](https://voiptools.com/downloads/).  Your order confirmation email will include your license key and a link to download the software. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_two_70dp.png) | **INSTALL PREREQUISITES** | You must install several prerequisites before installing the 3CX Recording Manager. The Advanced Installer identifies and installs these applications automatically. Click **[here](https://voiptools.com/docs/recording-manager-v20/#5-toc-title)**to learn about the required prerequisites. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_3_70dp.png) | **INSTALL 3CX RECORDING MANAGER** | This User Guide contains step-by-step instructions to successfully install 3CX Recording Manager. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named **RecordingManagerInstaller.exe** |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_4_70dp.png) | **CONFIGURE DESKTOP APPLICATION** | The **3CX Recording Manager**Configuration application lets you configure the recording path, archive path, email server settings, and time zone, import existing records, set retention policy, and connect to the web portal. |

# Step-by-step Installation Procedure

The following section guides you through a detailed walk-through of the installation process.

## Step 1: Download Software

Find the software download link in the **Order Confirmation Email**, or you can download the application by following the procedure:

1. Open your browser and go to the **VoIPTools official website** or click ***[here](https://voiptools.com/downloads/)***to get redirected to the website.
2. Search for the **3CX Recording Manager** and click the **Download** ![](https://voiptools.com/wp-content/uploads/2025/10/download_20dp.png) icon to download your application.

## **Step 2: Install Prerequisites**

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Recording Manager’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1. Click the downloaded installer executable to launch the **Prerequisites Setup Wizard** and click **Next.**

[![](https://voiptools.com/wp-content/uploads/2024/01/screenshot-Recording-Manager-V20-prerequisites-setup-wizard.png)](https://voiptools.com/wp-content/uploads/2024/01/screenshot-Recording-Manager-V20-prerequisites-setup-wizard.png)
Figure 1: Prerequisites Setup Wizard

1. In the **Prerequisites** window, the installer will identify the missing prerequisites. You must install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click **Next** to continue.

[![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Select-Prerequisites-to-Install.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Select-Prerequisites-to-Install.png)
***Figure 2: Select Prerequisites to Install***

The installer will download and install the selected applications.

[![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Prerequisites-Installation-in-progress.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Prerequisites-Installation-in-progress.png)
***Figure 3: Prerequisites Installation in Progress***

1. In the **Microsoft SQL Server License Terms** click the **Accept** button to acknowledge the license terms and continue.
   - This page appears if you do not have **SQL Server Express** preinstalled in your device.

[![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-SQL-license.png)](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-SQL-license.png)
***Figure 4: SQL Server Express: Accept License Terms***

1. View the SQL Server Media target location in the **Media Location** field. If required, you can click the **Browse** button to change the location. Click **Install** to begin the installation of SQL Server Express.

[![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-express-target-location.png)](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-express-target-location.png)
***Figure 5: SQL Server Express: Target Location***

SQL server installation is in progress. This may take several minutes to complete.

[![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-installation-in-progress.png)](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-installation-in-progress.png)
***Figure 6: SQL Server Installation In Progress***

1. Click the **Close** button once the prerequisites are installed.

[![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-express-installated-successfully.png)](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-express-installated-successfully.png)
***Figure 7: SQL Server Express: Installed Successfully***

1. In the confirmation message box, click **Yes** to reboot the computer.

[![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-SQL-Server-Express-Reboot-your-computer.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-SQL-Server-Express-Reboot-your-computer.png)
***Figure 8: SQL Server Express: Reboot your Computer***

## **Step 3: Start the installation process**

1. After all the prerequisites are installed, the **3CX Recording Manager Setup Wizard** appears. Click **Next** to Continue.

[![](https://voiptools.com/wp-content/uploads/2024/01/screenshot-Recording-Manager-V20-setup-wizard.png)](https://voiptools.com/wp-content/uploads/2024/01/screenshot-Recording-Manager-V20-setup-wizard.png)
***Figure 9: 3CX Recording Manager Setup Wizard***

1. On the **Select Installation Folder** window, the **Folder** field displays the location where the ‘3CX Recording Manager’ will be installed. Note that you cannot change the path.
2. Click **Next** to continue with the installation.

[![Installation Folder Location](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Installation-Folder-Location.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Installation-Folder-Location.png)
***Figure 10: Installation Folder Location***

## **Step 4: Test Relay Settings**

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1. In the **3CX Relay Services** window, in the **Relay Host** field, enter the FQDN of your 3CX server.
2. Enter*880*1 in the **Relay Port** field.
3. Enter the *public key*you took from **VoIPTools Relay services**in the **Public Key**text area.

[![Configure Relay Services](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Configure-Relay-Services.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Configure-Relay-Services.png)
***Figure 11: Configure Relay Services***

4. Click the **Test Relay Settings**to confirm ‘3CX Recording Manager’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX Recording Manager’ is successfully able to communicate with the Relay services that run on the 3CX server, a **Success** message box appears. Click **OK**. Click **Next** to continue with the installation.

[![Test Relay Services](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Test-Relay-services.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Test-Relay-services.png)
***Figure 12: Test Relay Services***

> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE**:
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## Step 5: Configure the database

When configuring the 3CX Recording Manager, select an existing Microsoft SQL Server instance in your environment.  The database server can be a **[remote SQL Server](https://voiptools.com/docs/configure-sql-server-for-remote-access-over-internet/)**, or a local instance running on the VoIPTools server.

You can set up the SQL database using SQL Authentication or Windows Integrated Authentication.

### SQL Authentication

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1. 1. Enter *your server name* in the **Server** field.
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      - -  If using the free ***SQL Express Edition***, the default SQL Instance name is ***SQLExpress***.

[![Configure Database - Server Field](https://voiptools.com/wp-content/uploads/2024/01/Screenshot-Recording-Manager-select-database-Enter-server.png)](https://voiptools.com/wp-content/uploads/2024/01/Screenshot-Recording-Manager-select-database-Enter-server.png)
Figure 13: Configure Database – Server Field

> **![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) NOTE:**
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[![Configure Database Credentials](https://voiptools.com/wp-content/uploads/2024/01/Screenshot-Recording-Manager-database-credentials.png)](https://voiptools.com/wp-content/uploads/2024/01/Screenshot-Recording-Manager-database-credentials.png)
***Figure 14: Configure Database Credentials***

> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE:**
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1. 1. Select or enter the *3CX Recording Manager* in the **Database** dropdown.

[![Configure Database - Database Dropdown](https://voiptools.com/wp-content/uploads/2024/01/Screenshot-Recording-Manager-select-database.png)](https://voiptools.com/wp-content/uploads/2024/01/Screenshot-Recording-Manager-select-database.png)
***Figure 15: Configure Database – Database Dropdown***

1. 1. In the **Test SQL Connections** section, click the **Tool**button to test the connection and click **OK**in the **Test Results**popup box.

[![Test SQL Connection](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-est-SQL-Connection.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-est-SQL-Connection.png)
***Figure 16: Test SQL Connection***

 

### Windows Integrated Authentication

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1. To use **Windows Integrated Authentication** check the **Trusted Connection (Windows integrated authentication)** checkbox.
2.  The VoIPTools installer will create a local Windows user name as “VoIPTools” and give you sufficient rights to this user to create/update the SQL database.
3. In the **Test SQL Connection** section, click the **Tool**button to test the connection.
4. Click the **Next**button which gets enabled when the database connection is successful.

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## **Step 6: Installing 3CX Recording Manager**

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1. 1. In the **Ready to Install **window, click **Install** to start the installation of the ‘3CX Recording Manager’.

[![Install 3CX Recording Manager](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Install-3CX-Recording-Manager.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Install-3CX-Recording-Manager.png)
***Figure 17: Install 3CX Recording Manager***

The application installation is in progress. It may take several minutes to complete.

[![Installation '3CX Recording Manager' in Progress](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Installation-of-‘3CX-Recording-Manager-in-Progress.png)](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Recording-Manager-Installation-of-‘3CX-Recording-Manager-in-Progress.png)
***Figure 18: Installation ‘3CX Recording Manager’ in Progress***

1. 1. Once the installation is complete, check **Launch 3CX Recording Manager** check box and then click **Finish**. The **3CX Recording Manager** configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck **Launch 3CX Recording Manager** check box and then click **Finish**.

[![Ready to Install Window - Finish Button](https://voiptools.com/wp-content/uploads/2024/01/screenshot-Recording-Manager-V20-Ready-to-Install-window.png)](https://voiptools.com/wp-content/uploads/2024/01/screenshot-Recording-Manager-V20-Ready-to-Install-window.png)
***Figure 19: Finish Button***

## Step 7: Login to Web Portal

**When connecting to the web portal, you will be asked to provide login credentials.**

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1. Double-click the **3CX Recording Manager** **Shortcut** icon in your desktop to open the web application.
2. In the **Extension** field, enter your 3CX extension number.
3. In the **PIN **field, enter *pin*.
4. Click the **Login **button to login to your account.

[![Login Page](https://voiptools.com/wp-content/uploads/2025/09/RM_LogIn_Landing_Page.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_LogIn_Landing_Page.png)
***Figure 20: Login Page***

# Getting Started with the Web Application

## Overview

This section helps you to understand the user interface of 3CX Recording Manager.

[![Web Application Overview](https://voiptools.com/wp-content/uploads/2025/10/RM_Getting_Started-1.png)](https://voiptools.com/wp-content/uploads/2025/10/RM_Getting_Started-1.png)
***Figure 21: Web Application Overview***

| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_one_70dp.png) | **Left Side Panel Adjust** | Lets you view the left side panel in expanded view or in a compact view |
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| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_two_70dp.png) | **Brand Logo** | You can replace the default logo with your company logo in the Site Settings. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_3_70dp.png) | **Title Header Prefix** | You can replace the default header prefix with your company header prefix in the Site Settings. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_4_70dp.png) | **Left Side Panel Menus** | Lets you access Recording Manager menu options. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_5_70dp.png) | **Logout Button** | Logs you out of the web application. |
| ![](https://voiptools.com/wp-content/uploads/2025/10/looks_6_70dp.png) | **Support Resources Button** | Opens the Support Resources screen. |

[![](https://voiptools.com/wp-content/uploads/2025/09/RM_Viewing_Options_2-1.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_Viewing_Options_2-1.png)
***Figure 22: Left Side Panel – Compact View***

[![Left Side Panel - Expanded View](https://voiptools.com/wp-content/uploads/2025/09/RM_Viewing_Options-2.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_Viewing_Options-2.png)
***Figure 23: Left Side Panel – Expanded View***

### Menu Options

| ![](https://voiptools.com/wp-content/uploads/2025/09/record_voice_over_50dp_000000_FILL0_wght400_GRAD0_opsz48.png) | **Recordings** | It lets you manage recorded files by identifying tampered recordings, updating scores, adding notes, playing, downloading, and exporting audio. |
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| ![](https://voiptools.com/wp-content/uploads/2025/09/swap_vert_50dp_000000_FILL0_wght400_GRAD0_opsz48.png) | **Import** | It lets you import existing 3CX recordings into the Recording Manager, manage archives, and ensure accurate date and time information. |
| ![](https://voiptools.com/wp-content/uploads/2025/09/insert_chart_50dp_000000_FILL0_wght400_GRAD0_opsz48-2.png) | **Reports** | It lets you select the extensions for which you want to automate call recording for both incoming and outgoing calls. |
| ![](https://voiptools.com/wp-content/uploads/2025/09/logs.png) | **Log Entries** | It lets you view the login and logout events of all the sessions along with date and time that is according to the time zone set in Recordings menu. |
| ![](https://voiptools.com/wp-content/uploads/2025/09/manage_history_50dp_000000_FILL0_wght400_GRAD0_opsz48.png) | **Audit** | It lets you import and manage your 3CX and VoIPTools license keys, ensuring proper registration and displaying relevant license details. |
| ![](https://voiptools.com/wp-content/uploads/2025/09/settings_50dp_000000_FILL0_wght400_GRAD0_opsz48.png) | **Settings Menu** | It lets you manage retention policies, email settings, secret digits, AI configurations, recording movers, and customize site settings efficiently. |

## Settings Menu

The Settings Menu provides a comprehensive interface for configuring various aspects of 3CX Recording Manager. It allows users to manage retention policies, email notifications, secret digits, AI integrations, and recording movers, while also offering customization options for the web portal. These settings enhance functionality, optimize performance, and improve user control.

| **Retention Tab** |  This tab lets users automatically delete, archive, or convert recordings to MP3, manage deletion based on age or email, and archive files at a specified location with configurable deletion schedules. |
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| **Email Tab** | This tabs lets users set scheduled email MP3 versions of recordings to the initiator, and optionally to a central address, with the option to include AI transcriptions or new notes, while supporting secure mail servers and test emails for verification. |
| **Recording Access Permissions Tab** | This tab lets users access only their own recordings, while managers can view team recordings, with roles assignable per department for precise control. |
| **User Call Recording and AI Analysis Settings Tab** | This tab lets users manage call recording and AI transcription per extension, with options to auto-record calls, enable transcriptions, apply settings to all users, and save or cancel changes as needed. |
| **AI Platform Settings Tab** | This tab  lets users configure AI call analysis and transcription using OpenAI or Azure, set models, scoring, and manage detailed evaluation settings for smarter, targeted insights. |
| **Exporter Integration** | This tab allows Recording Manager to connect to the Exporter database and retrieve call details to enhance recording information. |
| **Secret Digits Tab** | It lets users protect outbound calling by hiding special prefixes used by external apps, preventing agents from dialing directly and ensuring secure, controlled call handling in recordings and displays. |
| **Web Portal Tab** | It lets users search, play, download, email, score, and manage recordings with role-based permissions, AI tools, notes, imports, reports, and customizable time zone and display settings from a secure and centralized interface. |
| **3CX Recording Movers Tab** | It lets users automate and schedule the export of call recordings to an FTP server, with filters by queue, department, or ring group, and options for daily or real-time transfer of inbound and outbound calls. |
| **Custom Branding Tab** | It lets you customize site appearance, including headers, logos, and color schemes for a personalized user interface. |

[![Settings Menu - Overview](https://voiptools.com/wp-content/uploads/2026/04/RM_Settings_Menu_Overview.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Settings_Menu_Overview.png)
***Figure 24: Settings Menu – Overview***

### Retention Tab

The Retention tab manages disk space by automatically deleting old recordings or converting them to MP3. It allows configuring deletion policies, archiving options, and retention settings for recordings, including specifying deletion times and paths. It also controls whether deleted recordings’ database entries should be retained and supports only recording inbound external calls for selective retention.

In short, you conserve disk space, automate recording management, and streamline compliance with customizable deletion policies.

[![Retention Tab - Overview](https://voiptools.com/wp-content/uploads/2026/04/RM_Retention_Tab.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Retention_Tab.png)
***Figure 25: Retention Tab – Overview***

#### Delete Policy

This section contains various checkboxes that let you control the deletion policy of 3CX Recording Manager.

| **CHECKBOX** | **PURPOSE** |
| --- | --- |
| **Delete Recording After Sending Email** | Set automatic rules to delete old or emailed recordings, control when deletions occur, manage database cleanup, and limit recording to inbound external calls for efficient storage and privacy. ![](https://voiptools.com/wp-content/uploads/2025/10/note_20dp.png) ***NOTE:*** When you select this option, exercise caution. There is no guarantee that spam filters will not block the email or that the receiving mail server will not exceed the maximum attachment size permitted. |
| **Delete Recordings Older Than** | Select this option if you desire the 3CX Recording Manager to autonomously remove recordings that surpass a designated number of days. 1. Enter the *number of days*in the **Days**field. 2. Set the *desired deletion time*in the **Delete At**field. ![](https://voiptools.com/wp-content/uploads/2025/10/note_20dp.png) ***NOTE:*** The system compares the current date with the date of recording creation and deletes all recordings that are older than the selected number of days. This setting applies to all recordings created by any extension. The system deletes recordings once a day at the specified time, except for recordings deleted after email, which are immediately removed. If you choose to archive recordings, the archived version of the recordings will not be deleted. |
| **Remove Recording From SQL Based On Delete Policy** | This setting allows you to control whether database records for deleted recordings should be deleted from SQL. When the records are deleted from SQL, all historical information for the recording will be removed from the web portal. |
| **Record Only Inbound External Calls** | When you select this option, 3CX Recording Manager records only inbound external calls. |

[![Delete Policy](https://voiptools.com/wp-content/uploads/2026/04/RM_Retention_Original_Delete_Policy.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Retention_Original_Delete_Policy.png)
***Figure 26: Delete Policy***

#### Archive Policy

The **Archive Policy** section lets you choose how Recording Manager archives and manages call recordings. Configure the options below based on how you want recordings to be stored and retained.

| **OPTION** | **DESCRIPTION** |
| --- | --- |
| **Archive** | Select this checkbox to save a compressed (.wav) copy of each recording to the configured archive location while keeping the original recording on the **3CX server**. This option is recommended if you want recordings to remain available in both the **3CX Control Panel** and **Recording Manager**. When enabled, the following option becomes available: - **Storage Type** – Select where archived recordings will be stored, such as *Local Disk* or another supported storage location. - **Archive Path**–  Specify the folder where archived recordings will be stored. - **Archive Path** – Enter the full folder path where archived recordings will be saved. - **Test** – Verify that the archive path is valid and accessible. - **Move** – Move existing archived recordings to the new archive path. |
| **Archive and Delete** | Select this checkbox to save recordings to the configured archive location and then remove the original recording files from the **3CX server**. ⚠️ **Important:** After the original files are removed, the recordings will no longer appear in the **3CX Control Panel**. This behavior may become noticeable after a **Relay Agent** update even if it was not observed before. If you need recordings to remain available in the **3CX Control Panel**, leave this option disabled and use **Archive** only. |
| **Delete Archives Older Than** | Select this checkbox to remove archived recordings after the specified number of days. When enabled, configure the following settings: - **Days** – Enter the number of days to keep archived recordings before they are deleted. - **Delete At** – Enter the time when archived recordings will be removed. ![](https://voiptools.com/wp-content/uploads/2025/10/note_20dp.png) ***NOTE:*** 3CX Recording Manager by default runs with the credentials of a local user (VoIPTools). If you choose to save archives on a different server, will need to adjust permissions on the archive folder, or change the credentials used by 3CX Recording Manager’s Windows service. |

[![Archive Policy](https://voiptools.com/wp-content/uploads/2026/04/RM_Retention_Archive_Policy.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Retention_Archive_Policy.png)
***Figure 27: Archive Policy***

> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE**:
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> - **Archive Policy disabled:** Recordings are copied to the **Default Archive Path** before they are deleted when they reach the **Delete Recordings Older Than** limit.
> - **Archive Policy enabled (Archive only):** Recordings are saved to the configured **Archive Path**, and the original recordings remain on the **3CX server**.
> - **Archive Policy enabled (Archive and Delete):** Recordings are saved to the configured **Archive Path** and then permanently deleted from the **3CX server**. After they are deleted, they will no longer be available in the **3CX Control Panel**.

### Email Tab

The **Email** tab in 3CX Recording Manager enables automated email notifications for call recordings, AI analysis results, and recording notes. Proper configuration ensures timely delivery of insights and alerts to relevant stakeholders boosting responsiveness and operational efficiency

You have four options to choose from:

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- - Email Extension
  - Email Recordings to the Recording Owner
  - Email the AI Analysis
  - Email the Recording Notes

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> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE:**
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> Due to potentially large size of the recording files, 3CX Recording Manager initially creates a duplicate of each recording and then converts it to the .MP3 format before sending it via email. The .MP3 version of the recording is typically about one-seventh the size of the original file. However, this conversion process does result in a slight decrease in audio quality. Nevertheless, unless the recording has been deleted according to the retention policy, by the owner, or by an administrator, the original recording remains accessible for listening or downloading through the web portal.

### Field Definitions

| **Mail Server** | IP address or Fully Qualified Domain Name (FQDN) of your email server. Examples: smtp.gmail.com or 192.168.1.20 |
| --- | --- |
| **SMTP Port** | Simple Mail Transfer Port. Default port number is 25. For Gmail / Google Apps use port 587 |
| **Email From** | Sender address (e.g., mail@voiptools.com). Identifies the source of notifications for easy filtering |
| **Email Subject** | Custom subject line. Personalizes email headers for clarity and branding |
| **Alt. Email** | Alternate email to send all the emails to a single email address.  |
| **New Recording Notes** | Send an email to the owner of the recording and their manager when a new note is added. |
| **Requires Authentication** | Check this option if your mail server requires authentication to relay emails. Enter a valid username and password. For Microsoft Exchange use a Windows domain (network) username and password. For Google Apps use your Google Apps email address and password |
| **SSL / TLS** | Select this option if your mail server requires a secure connection — Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay email. Gmail, Google Apps, and Microsoft 365 require a secure connection. |

### Sending an email notification

The user needs to configure the necessary information

1.

Step 1: Open the **Email** tab, in the **Email Server** field, enter the IP address or Fully Qualified Domain Name (FQDN) of your email server.

1.

1. - Examples: smtp.office365.com or 192.168.1.20.

Step 2: In the **Port **field, enter*the port number*.

1.

1. - The default value is 25.
   - For Gmail/ Google Apps, use port 587.

Step 3: In the **Email From** field, enter the *sender’s email address*.

1.

1. 1. Your SMTP server may require a valid email address.

1. 1. For example, you can use the ***mail@voiptools.com***format.

Step 4: In the **Email Subject** field, enter*the subject of your email.*

- You can check the **New Recording Notes** box to automatically send emails to the recording owner and the owner’s manager whenever a new note is added and Email AI Analysis checkbox to send the AI generated agent feedback and agent scores.

Step 5: Under the**Mail Server** section, choose which types of email notifications to enable:

| Option | Description |
| --- | --- |
| **Email Extension** | Sends the recording to the person who initiated the call. |
| **Send to Alternative** | Sends notifications to an alternate email address instead of or in addition to the default. |
| **AI Analysis** | Includes AI-generated call insights and agent scores in the email. |
| **New Recording Notes** | Sends an email to the recording owner and their manager whenever a new note is added to a recording. |

Step 6: Refer to the [**Field Definition**](https://voiptools.com/docs/recording-manager-v18/#27-toc-title)for**Requires Authentication**checkbox and **Requires SSL**checkbox and click the **Test**button.

- Once the test is successful, emails will now be sent based on your selections.

[![Configuring Email Tab Settings](https://voiptools.com/wp-content/uploads/2026/04/RM_Email.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Email.png)
***Figure 28: Configuring Email Tab Settings***

### Recording Access Permissions Tab

The **Recording Access Permissions** tab allows you to manage access to call recordings based on departmental roles. You can assign “Manager” or “User” roles per department, enabling customized permissions for accessing recordings. This ensures secure, role-specific access, where managers oversee departmental recordings and users access only their own.

This section guides you to add extensions to manager list.

**Before you start:** Make sure you have logged with Manager credentials and have navigated to the **Recording Access Permissions**tab in the **Settings**menu.

1.

1. 1. Select the desired department in the **Select Department**dropdown.

[![Recording Access Permissions - Select Department](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Access_Permissions_Select_Department.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Access_Permissions_Select_Department.png)
***Figure 29: Recording Access Permissions – Select Department***

1.

1. 1. You can select the **Include Non-Department Users** box to display the users of other departments.

[![Recording Access Permissions - Include Non-Department Users](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Access_Permissions_Include_Non-Department_Users.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Access_Permissions_Include_Non-Department_Users.png)
***Figure 30: Recording Access Permissions – Select Department: Include non-Department Users***

1.

1. 1. Select the extensions from the **Recording Managers**list.

[![Recording Access Permissions - Recording Managers](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Access_Permissions_Recording_Managers.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Access_Permissions_Recording_Managers.png)
***Figure 31: Recording Access Permissions – Recording Managers***

 

### User Call Recording and AI Analysis Settings

The User Call Recording and AI Analysis Settings tab lets you manage call recording and AI analysis settings for each user in one place. Simply turn recording and AI analysis on or off using checkboxes next to each user’s name. All settings are organized in a single, easy-to-use table.

1.

[![User Call Recording and AI Analysis Settings](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_User_Call_Recording_and_AI_Analysis_Settings.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_User_Call_Recording_and_AI_Analysis_Settings.png)
***Figure 32: User Call Recording and AI Analysis Settings***

1.

1. 1. Go to the **User Call Recording and AI Analysis Settings** tab.
   2. Find the user by **extension** or **name**.
   3. Check the box under **Call Recordings** to enable recording.
   4. Check the box under **AI Analyze** to allow AI to review the calls.
   5. Click **Save** to apply your changes.

### AI Platform Settings

The **AI Platform Settings** section allows administrators to configure and manage AI-powered features for call recording analysis. These settings enhance evaluation accuracy, automate scoring, and personalize insights using AI models and prompts.

[![AI Platform Settings](https://voiptools.com/wp-content/uploads/2025/10/RM_AI_Platform_Settings.png)](https://voiptools.com/wp-content/uploads/2025/10/RM_AI_Platform_Settings.png)
***Figure 33: AI Platform Settings***

### AI Service Configuration

The AI Service Configuration section lets you set up and manage API access and AI models used for call transcription and analysis. This is where you connect 3CX Recording Manager to your preferred AI service either **OpenAI** or **Microsoft Azure** and configure how recordings are processed.

#### General Settings

**Enable MP3 Transcription Mode:** This option is enabled by default. When turned on, recordings are automatically converted to MP3 format before being sent for transcription. MP3 files are significantly smaller than WAV files, which means faster uploads, lower bandwidth usage, and reduced processing time especially useful in high call volume environments. While this can be turned off if WAV files are preferred, it is recommended to leave it enabled for better overall performance.

**Enable Diarization Transcription Mode:** When enabled, the system automatically identifies and separates different speakers within a recorded conversation. Each speaker’s dialogue is labeled and displayed separately in the Transcription section, accessible through **Recordings → Edit**. This helps users quickly follow conversations, review agent responses, and understand customer intent without listening to the full recording.

> **Note:** Speaker identification is based on audio patterns and may not be 100% accurate in all cases, particularly when mono files are used, voices overlap, background noise is present, or multiple speakers have similar voice characteristics.

[![AI Service Configuration](https://voiptools.com/wp-content/uploads/2026/04/RM_AI_Platform_Settings_Service_Configuration.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_AI_Platform_Settings_Service_Configuration.png)
***Figure 34: AI Service Configuration***

> The checkbox toggles between the **Transcription Model** and the **Diarization Model**.

### Step 1: Choose Your AI Service

- Click the dropdown under **Select AI Service**
- Pick your provider (OpenAI or Microsoft Azure OpenAI)

1.

### Step 2: Fill in Transcription Details

#### OpenAI Settings

| Field | Description |
| --- | --- |
| **Diarization Model** | The OpenAI model used for speaker-separated audio transcription.  |
| **Transcription Model** | The OpenAI model used for standard audio transcription.  |
| **Analysis Model** | The OpenAI model used for generating call analysis and chat completions.  |
| **Base Address** | The base URL used to access OpenAI’s API, required for all AI processing and integration. |
| **API Key** | Your OpenAI API key used for authentication. Keep this secure to prevent unauthorized access. |

#### Microsoft Azure Settings

**Transcription Section** *(Voice-to-text processing)*

| Field | Description |
| --- | --- |
| **Deployment Name** | The model name of your Azure OpenAI deployment for transcription.  |
| **End Point** | The full endpoint URL of the Azure deployment for transcription.  |
| **API Key** | The Azure API key from your Azure OpenAI resource, required for authentication. |

### Step 3: Fill in Analysis Details

- Repeat the same steps as above for the **Analysis** section

### Step 4: Test Your Setup

- Click the **purple Test button**
- If everything is correct, the system will confirm it’s working

#### **Agent Scoring Questions and AI Prompt Configuration**

In the Agent Scoring Questions and AI Prompts section, you can manage the specific questions and prompts that guide the AI’s analysis. By tailoring these to your business needs, you ensure a focused evaluation of agent performance. This customization fosters better training opportunities and enhances overall service quality. This section lets you create and manage *questions* that help assess how well agents perform during calls. You can also use **AI** to score answers automatically or allow **human reviewers** to score them manually.

##### Add New AI Question and Prompt

This section guides you on how to add an AI question and an AI prompt.

1.

1. In the **Agent Scoring Questions / AI Prompts**section click the **New**button.

[![Agent Scoring Questions and AI Prompt Configuration Overview](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration-scaled.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration-scaled.png)
***Figure 35: Agent Scoring Questions and AI Prompt Configuration Overview***

1.

### Field Definition

| **Order** | Drag using the ⋮⋮ icon to set the display order in popups and emails. Order saves automatically. |
| --- | --- |
| **Prompt Name / Question** | The question text shown in the grid and emails. |
| **AI Prompt Text** | Instructions for AI to understand the question. |
| **Prompt Icon** | Choose an icon to display in the recordings grid. |
| **Max Score** | The highest possible score. Defaults to **10** if left blank. |
| **Human Score Type** | How a human evaluator scores: *Single Choice*, *Multiple Choice*, *Rating*, or *Text*. |
| **Response (Separated by |)** | The answer options, separated by a pipe (|) symbol. |
| **Weight** | How much this question impacts the overall score. Defaults to **1**. Higher = more impact. |
| **Enabled** | Check to include this question in the analysis. |
| **Email** | Check to include this question’s results in email reports. |
| **IS Scoring** | Check to mark this prompt as a scored question. |
| **Delete** |  Deletes the existing prompt. |

2. In the **Prompt Name/Question**columns, enter the *text of the question to be analyzed.*Create questions to rate agent performance.

3. In the **AI Prompt Text**column, enter the *AI prompt that guides how the question is analyzed by AI.*

[![AI Prompt Text Column](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration_AI_Prompt_Column-scaled.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration_AI_Prompt_Column-scaled.png)
***Figure 36: AI Prompt Text Column***

1. 1. Select the **Enabled**checkbox to include the question during the analysis.
   2. Send scores by **Email** if needed. 
   3. Mark the checkbox **IS Scoring**to include AI scoring in the selected question.
   4. Click the **Save**button to save your question and the AI prompt.

[![Analysis Prompt and Agent Scoring Configuration Save Button](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration_AI_Prompt_Save_Button-scaled.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration_AI_Prompt_Save_Button-scaled.png)
***Figure 37: Analysis Prompt and Agent Scoring Configuration Save Button***

 

##### Delete an AI Question and Prompt

You can click the **Delete**button to remove the question and the AI prompt created.

> ![](https://voiptools.com/wp-content/uploads/2025/10/note_20dp.png) **NOTE**:
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[![Analysis Prompt and Agent Scoring Configuration Delete Button](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration_AI_Prompt_Delete_Button-scaled.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Analysis_Prompt_and_Agent_Scoring_Configuration_AI_Prompt_Delete_Button-scaled.png)
***Figure 38: Analysis Prompt and Agent Scoring Configuration Delete Button***

#### Call Analysis Rules Settings

**Call Analysis Rules Settings** lets you control which call recordings are sent for AI analysis. You can set limits based on call length, call type, and how often analysis runs — helping you focus on the most relevant calls. This ensures your system uses resources efficiently while still capturing the insights that matter most.

> Each setting has an **ON/OFF toggle** on the right. Switch it on to activate the rule, or off to disable it without losing your saved settings.

.

[![Call Analysis Rules Settings Overview](https://voiptools.com/wp-content/uploads/2026/04/RM_Call_Analysis_Rules_Settings.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Call_Analysis_Rules_Settings.png)
***Figure 39: Call Analysis Rules Settings Overview***

 

**Minimum Recording Duration** Set the shortest call length that qualifies for analysis. Calls shorter than this limit will be skipped. For example, set it to 20 seconds (00:00:20) to ignore accidental or very brief calls.

**Maximum Recording Duration** Set the longest call length that qualifies for analysis. Calls longer than this limit will be excluded. For example, set it to 3 hours (03:00:00) to avoid processing unusually long recordings.

**Limit the Calls Selected for Analysis** Restrict how often calls are analyzed per extension within a set time period — daily, weekly, monthly, quarterly, or yearly. Only one transcription per period per extension will be processed, keeping resource usage manageable.

**Select Which Calls to Analyze** Choose the types of calls to include in analysis:

- **Inbound** — Calls coming into the organization
- **Outbound** — Calls made out of the organization
- **Internal** — Calls between staff members
- **Queue** — Calls handled through a call queue

> **Note:** Filtering by call type helps you focus analysis on the calls that are most important to your team.

#### Call Analysis Retry Settings

Call Analysis Retry Settings retries a call transcription or analysis if it fails the first time. This prevents recordings from being skipped due to temporary issues, such as a busy AI service or a file that isn’t ready yet. It improves reliability by giving the system multiple chances to succeed without any manual effort on your part.

> This section has an **ON/OFF toggle** on the right. Switch it on to activate the retry rules, or off to disable it without losing your saved settings.

[![Call Analysis Retry Settings Overview](https://voiptools.com/wp-content/uploads/2026/04/RM_Call_Retry_Settings.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Call_Retry_Settings.png)
***Figure 40: Call Analysis Retry Settings Overview***

**Failed Transcription and Analysis Retry Settings**

**Maximum Retry Attempts** Set how many times the system should try again if a transcription or analysis fails. For example, setting this to **3** means the system will make up to 3 additional attempts before giving up.

**Retry Interval (Minutes)** Set how long the system should wait between each retry attempt. For example, setting this to **3** means the system will wait 3 minutes before trying again.

> **Note:** These settings help ensure that temporary issues — such as a file still being processed by 3CX or a brief AI service delay — do not result in missed transcriptions or incomplete analysis.

### Exporter Integration

The Exporter Integration tab connects Recording Manager to the Exporter database to add more details to your recordings, such as CDR ID, History ID, call direction, and queue number.

[![Exporter Integration Tab](https://voiptools.com/wp-content/uploads/2026/04/RM_Exporter_Integration-1.png)](https://voiptools.com/wp-content/uploads/2026/04/RM_Exporter_Integration-1.png)
***Figure 41: Exporter Integration Tab***

**Exporter Database Name:** Enter the name of your Exporter database created during the Exporter application setup. Make sure it is correct and accessible.

**Test:** Click Test to check the connection. If the connection is successful, the system will allow further actions. You’ll see an error if it fails.

**CDRID Update Frequency:** Shows how often data is updated from the Exporter.

**Sync Exporter Frequency:** Updates the latest frequency value from the Exporter database.

**Integrate with Exporter:** Turn this on after a successful test. Recording Manager will update missing details such as CDR ID, History ID, Direction, and Queue Number. A progress indicator will show while syncing.

If disabled, syncing stops and no new data is retrieved.

Note:

Make sure the Exporter system is installed and configured before enabling.

This feature does not affect live calls. It only updates existing recordings and imported data.

### Secret Digits Tab

The Secret Digits tab lets you manage secret digits used by call centers to restrict outbound calling. It hides these digits in displayed numbers and recording file names to maintain call security and prevent agents from bypassing outbound calling restrictions. This ensures calls follow predefined outbound rules and secret digits are concealed effectively in recordings.

If you set your secret digit as **321**, the following will happen,

| 1 | **Call Initiation** | Agents must prepend **321** to any phone number they wish to call. For instance, if they want to dial a number like **555-1234**, they would need to dial **3215551234**. |
| --- | --- | --- |
| 2 | **Call Rejection** | Any attempt to dial a phone number without the **321** prefix will result in the call being rejected. This restriction ensures that all outbound calls are initiated through the specified external application (like a CRM), enhancing control over call management. |
| 3 | **Increased Security** | By using the secret digit, you prevent unauthorized calls, as agents will not know the secret digits required to make an outbound call directly from their phones. This protects sensitive information and call management processes. |
| 4 | **Recording Manager Functionality** | The 3CX Recording Manager will recognize calls initiated with the secret digit. It will hide the **321** prefix when displaying the dialed number and when generating downloadable recording files, ensuring that sensitive information is not exposed. |
| 5 | **Compliance with Policies** | This setting enforces company policies on call handling, ensuring that all outbound calls follow the designated protocol, which helps maintain compliance and operational efficiency. |

Overall, setting a secret digit like **321** adds an extra layer of security and control over how outbound calls are made within your organization.

[![Secret Digits Overview](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Secret_Digits.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Secret_Digits.png)
***Figure 42: Secret Digits Overview***

### Web Portal Tab

Use this tab to define user roles, permissions, and system preferences for accessing the 3CX Recording Manager Web Portal.

#### Configure Web Portal Rights

Choose a role for the user from the dropdown (e.g., Manager, Agent). Roles define what features and access the user has.

#### Field Definitions 

| **Download Recordings** | Allows users to download audio files. |
| --- | --- |
| **Delete Recordings** | Permits deletion of call recordings. |
| **Forward Recordings** | Enables emailing of recordings from the portal. |
| **Add Recording Notes** | Allows users to annotate recordings. |
| **User Call Recording and AI Analysis Settings** | Grants access to AI configuration and analysis tools. |
| **Score Agents** | Enables agent performance scoring. |
| **AI Powered Call Analysis Settings** | Allows configuration of AI analysis preferences. |
| **Import Recordings Page** | Permits uploading of external recordings. |
| **Reports Page** | Provides access to detailed call and performance reports. |
| **Log Page** | Displays system and activity logs. |
| **Audit Page** | Shows audit trail for compliance and review. |

[![Web Portal Role Field](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Web_Portal_Role.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Web_Portal_Role.png)
***Figure 43: Web Portal Role Field***

#### Configure Web Portal Settings

Within the Portal screen, you can customize the following settings:

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- - Choose the desired time zone for the Web Application.

- - Select the language and culture for your web application.

- - Determine the preferred authentication method for accessing your web portal.

Follow the procedure to configure your web application,

1.

1. 1. In the**Default Time Zone** list, select *your preferred time zone.*

[![Web Portal Default Time Zone Field](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Web_Portal_Time_Zone.png)](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Web_Portal_Time_Zone.png)
***Figure 44: Web Portal Default Time Zone Field***

1.

1. 1. In the **Display Culture** list, select *your preferred language and culture*.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Web_Portal_Culture.png)
***Figure 45: Web Portal Display Culture Field***

1.

1. 1. In the **Authentication** section, select *the password type you want to use to log in to the web application*.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Settings_Web_Portal_Web_Client_Password.png)
***Figure 46: Web Portal Web Portal Password Field***

You can now see the authentication changed in the Login page.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Password.png)
***Figure 47: Login Authentication Changed***

### 3CX Recording Movers Settings

The **3CX Recording Movers Settings** help you manage how and when your call recordings are transferred from the 3CX system to a remote location like an FTP server. You can choose which recordings to move based on queues, departments, or ring groups, and set the timing and method of export.

#### Enable Recording Movers

![](https://voiptools.com/wp-content/uploads/2025/10/RM_Recordings_Movers_Settings_Queues_Enable_Move_Recordings.png)
***Figure 48: Enable Recording Movers Checkbox***

Click on the checkbox before “Move Recordings” to activate the recording mover feature. When enabled, the system will follow all export settings you configure.

#### Filter Recordings by Group

You can choose which recordings to export based on three categories:

| **Queues** | Select specific call queues. Only recordings from these queues will be moved. ![](https://voiptools.com/wp-content/uploads/2025/10/RM_Recordings_Movers_Settings_Queues.png) |
| --- | --- |
| **Departments** | Choose departments whose recordings should be exported. ![](https://voiptools.com/wp-content/uploads/2025/10/RM_Recordings_Movers_Settings_Departments.png) |
| **Ring Groups** | Pick ring groups to move to the configured server. ![](https://voiptools.com/wp-content/uploads/2025/10/RM_Recordings_Movers_Settings_Ring_Groups.png) |

### FTP Credentials

This section sets up the destination for your recordings. All fields must be filled correctly to ensure a secure and successful transfer.

![](https://voiptools.com/wp-content/uploads/2025/10/RM_Recordings_Movers_Settings_FTP_Credentials.png)
***Figure 49: FTP Credentials***

| **URL** | Enter the FTP server address (IP or domain). |
| --- | --- |
| **Port** | Specify the FTP port (default is usually **21**). |
| **SSL** | Check this box to use a secure, encrypted connection. |
| **Username** | Enter the login name for the FTP server. |
| **Password** | Enter the password (hidden for security). |
| **Path** | Define the folder on the FTP server where recordings will be saved. You must type a slash “/” at the end of the FTP folder path. Without the “/” the Recording Mover cannot export the recordings. |

Make sure the FTP path exists or has permission to create folders. Click the *Test* button to verify your FTP settings. The system will try a test connection to confirm everything works.

### Export Configuration

This lets you schedule exports daily or in real-time and it can include inbound and/or outbound calls

![](https://voiptools.com/wp-content/uploads/2025/10/RM_Recordings_Movers_Settings_Export-1.png)
***Figure 50: Export Configuration***

Export Frequency
• *Daily*: This lets you move recordings once per day at a set time.
• *Export At*: This lets you choose the exact time for daily exports.
• *Live*: This lets you move recordings in near real-time as soon as they’re available.

Use *Daily* for batch transfers during off-hours, and *Live* for immediate access in fast-paced environments.

Call Types
• *Inbound*: Includes recordings of incoming calls.
• *Outbound*: Includes recordings of outgoing calls.

### Custom Branding Tab

The **Custom Branding** tab allows you to personalize the site’s look by setting the header title, logo, gradient colors, and grid color. You can upload your logo and choose custom colors to match your brand or style. You also have the option to reset to defaults or apply changes for a consistent, professional appearance.

Follow the procedure to customize your site,

1. In the Left Side Panel click the *Settings* menu.
2. Click to expand the *Custom Branding* tab.
3. Perform any of the following customizations and click the ![](https://voiptools.com/wp-content/uploads/2026/04/save_16dp_000000_FILL0_wght400_GRAD0_opsz20.png) *Apply* button to save your settings.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Custom_Branding.png)
***Figure 51: Custom Branding Tab Overview***

#### **Customize ‘Header Title Prefix’ Text**

1. Click inside the Header Title input box.
2. Type your desired title (e.g., your company name or department).
3. This title will be displayed prominently in the header.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Custom_Branding_Header_Title.png)
***Figure 52: Customizing Header***

#### **Customize Logo**

1. In the *Custom Logo*section, click the “Choose File” button to choose a logo from your device.
2. Select the uploaded logo from the “Select Logo” dropdown list.
3. Click the ![](https://voiptools.com/wp-content/uploads/2026/04/save_16dp_000000_FILL0_wght400_GRAD0_opsz20.png) *Apply* button to save your changes.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Custom_Branding_Custom_Logo.png)
***Figure 53: Custom Logo***

#### **Customize Colors**

You can personalize the application’s color scheme using the following options:

| **Header Gradient Color** | Choose top and bottom colors to create a gradient effect in the header. |
| --- | --- |
| **Grid Color** | Pick a color for the background of all grids in the application. |
| **Accent Color** | Select a color for text headers throughout the interface. |

1. Click the color picker next to each setting.
2. Choose your preferred color or enter a hex code (e.g., #594ae2).
3. The preview will update to reflect your choices.

When you’re satisfied with the set up, click the *Apply*button to save and apply your custom branding changes to the application interface.

## Recordings Menu

The Recordings Menu is your central hub for viewing and managing all call recordings. Use the filters at the top : Display Time Zone, Department, Start Date, and End Date to narrow down results, and the Column Chooser to show or hide the columns you need. The recording list displays key call details including Extension, User Name, Contact Number, Direction, Recording Date, Duration, Transcription, and Score, with an edit icon ![](https://voiptools.com/wp-content/uploads/2026/04/edit_16dp_000000_FILL0_wght400_GRAD0_opsz20.png) on each row to view or update a recording. Use the export icons in the top right to save or print your data, and the pagination controls at the bottom to browse through all available recordings.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Menu_Mainscreen_Overview.png)
***Figure 54: Recording Menu Overview***

### Field Definitions

|   | The blank first row serves as search bar for the call logs. |
| --- | --- |
| **Extension** | The extension (number format) involved during the log event. |
| **User Name** | The name of the person associated with the extension. |
| **Contact Number** | The external phone number of the caller or the person being called. |
| **Direction** | Indicates whether the call was Inbound (received) or Outbound (made). |
| **Recording Date** | The exact date and time the call was recorded. The time zone can be configured in the **Recordings** menu. |
| **Duration** | The length of a telephone conversation from the moment the call is answered to when it is terminated. |
| **Transcription** | The conversion of a call audio track into written words stored as plain text in English language. |
| **Score** |  Shown as a percentage and a progress bar, reflecting how well the call met the set criteria. |
| **Human Score** | An assessment of a call made by a person in a percentage-based system, reflecting empathy, context, tone, intent, and emotional cues that automated systems may overlook. |

### Configure Display Time Zone

1. At the top left of the Recordings screen, click the **Display Time Zone** dropdown and select the time zone that matches your location or preference
2. Click the **Apply** button at the top right to update the recording list and display all dates and times according to your selected time zone.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Menu_Mainscreen_Configure_Timezone.png)
***Figure 55: Recording Menu – Default Time Zone***

### Configure Departments

1. At the top of the Recordings screen, click the **Departments** dropdown and select the specific department you want to filter recordings by. By default, it is set to **All Departments**, which displays recordings from every department.
2. Click the **Apply** button at the top right to update the recording list and show only the recordings that belong to your selected department.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Menu_Mainscreen_Configure_Departments.png)
***Figure 56: Recording Menu – Departments***

### Configure Start Date and End Date

1. At the top of the Recordings screen, click the **calendar icon** next to the **Start Date** field and select the date you want your recording search to begin from.
2. Click the **calendar icon** next to the **End Date** field and select the date you want your recording search to end. Make sure the End Date is the same as or later than the Start Date.
3. Click the **Apply** button at the top right to update the recording list and display only the recordings that fall within your selected date range.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Menu_Mainscreen_Configure_Start_and_End_Date.png)
***Figure 57: Recording Menu – Start Date and End Date***

### Recording Details Screen

- Click the *Recording Details* ![](https://voiptools.com/wp-content/uploads/2025/10/edit_16dp.png) button to open the “Recording Details” screen.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Menu_Mainscreen_Recording_Details_Button-1.png)
***Figure 58: Recording Details Button***

The following image gives you an overview of the “Recording Details” screen.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Overview.png)
***Figure 59: Recording Details Screen Overview***

#### Play the Recording

1. In the *Recording Details*screen, click the “Recording” button or the “Archive” Button.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Recording_and_Archive_Button.png)
***Figure 60: Recording and Archive Button***

You can play the recording file using the built in audio player.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Built_in_Audio_Player.png)
***Figure 61: Built In Audio Player***

#### Download Recordings

1. In the *Recording Details*screen, click the “Recording” button.
2. Click the “Download Recording” button.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Download_Recording.png)
***Figure 62: Download Recording Button***

You get a “*Success*” popup indicating the download path,

#### Email Recordings

1. In the *Recording Details*screen, click the “Recording” button.
2. Click the “Email Recording” button.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Email_Recording.png)
***Figure 63: Email Recording Option***

1. Enter the “Email details” in the *Email Recordings*popup and click the “Send” button.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Email_Recording_Details.png)
***Figure 64: Email Recording Details***

#### Analyze Recording

The **Analyze** button uses AI to review the recorded conversation and generate insights. It helps you understand the call without having to listen to the entire recording or read the full transcript. With one click, it can summarize the call, identify key points, detect sentiment, and more.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Analyze_Recording.png)

***Figure 65: Analyze Button***

#### Add Notes to Recordings

1. Click to open the *Notes*section in the left side panel.

1. Click the *Add* ![](https://voiptools.com/wp-content/uploads/2025/10/add_16dp.png) button to add your notes.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Notes_Add_Button.png)
***Figure 66: Add Notes Button***

1. Enter the “recording notes” in the *Notes Data*field and click the “Save” button.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Notes_Save_Button.png)
***Figure 67: Save Button***

Notes that are added is recorded with the date and time for easy tracking,

#### Summary

The Summary tab provides a quick overview of the conversation that took place during a recorded call. It’s designed to help users understand the main points of the call without having to listen to the entire recording or read the full transcript. You will see short paragraph summarizing the caller’s issue or concern. Key context from the conversation, such as what the caller was asking for or reporting.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Summary.png)
***Figure 68: Summary Field***

Action Items

The Action Items tab highlights any tasks, follow-ups, or resolutions discussed during a recorded call. It helps users quickly identify what actions were taken or need to be taken based on the conversation. You’ll see a short summary of the next steps or resolved issues from the call, notes confirming whether the caller’s concerns were addressed, and any instructions or actions that were agreed upon during the conversation.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Action_Items.png)
***Figure 69: Action Items Field***

Key Points

The Key Points tab gives you a quick summary of the most important parts of a recorded conversation. It helps you understand the main topics discussed without reading the full transcript or listening to the entire call. You’ll see a list of highlighted moments from the call, each point summarizes a key issue, resolution, or interaction. And these points are automatically generated to save time and improve review efficiency.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Key_Points.png)
***Figure 70: Key Points Field***

Sentiment

The Sentiment tab helps you understand the emotional tone of a recorded conversation. It shows whether the call was generally positive, neutral, or negative, based on how the caller and agent interacted.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Sentiment.png)
***Figure 71: Sentiment Field***

Appointment

The **Appointment** tab shows if a meeting or service appointment for a follow up was scheduled during a recorded call. It helps users track follow-ups, service requests, or resolutions that were discussed and confirmed.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Appointment.png)
***Figure 72: Appointment Field***

Questions

The Questions section lets you set up evaluation criteria used to assess call recordings. Each question is an independent checkpoint that measures call quality, compliance, and agent performance, and can be customized to fit your business needs such as communication quality, resolution effectiveness, or process adherence. Together, the questions paint a complete picture of how a call was handled, helping you spot trends, gaps, and areas for improvement over time. Note that the scores generated from these questions are entered by the evaluator, giving you direct control over how each call is rated.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Details_Screen_Questions.png)
***Figure 73: Score Field***

The score gets updated in the Recordings menu screen as a graphical bar

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Updated_Score_with_Human_Score-scaled.png)
***Figure 74: Updated Score in Recording Menu***

### Export Recordings

The Recording screen lets you export the recordings in various formats like **PDF**, **CSV**, **RTF**and **XLS**to your local machine.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Recording_Menu_Mainscreen_Export_Recordings.png)
***Figure 75: Export Recording Options***

## Import Menu

The **Import Menu**in 3CX Recording Manager lets you add existing recordings to the portal for centralized access and management. This feature is essential for maintaining organized records of past calls. It provides options to archive recordings and adjust file paths, ensuring efficient data retention and access management.

With advanced settings, you can control how the recording date and time are obtained, offering flexibility in handling both older and newer 3CX versions. This helps ensure accurate record-keeping, even when dealing with time discrepancies.

### Quick Import of Recordings

Quick Import allows you to efficiently import recordings with a simplified process.

> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE**: Before importing recordings into 3CX Recording Manager, you must do the following:
>
>
>
> - Configure the location (path) of the recording files in 3CX
> - Set the archive location under the “Retention” tab of the Recording Manager.
> - Ensure that Microsoft SQL Server is installed and properly set up, as it stores the recording information.

1. In the *Left Side Panel*, click to open the “Import” menu.
2. Click the “Import” button to make a quick import of your recordings.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Import_Advance_Settings_with_Import_Button.png)
***Figure 76: Import Button***

### Import With Restrictions

The purpose of the advanced import restrictions is to allow users to filter recordings for import based on specific criteria such as extension ranges, dates, or the embedded recording date in the file name. This ensures selective and efficient import of relevant recordings.

Follow the procedure to import your recordings with restrictions,

1. In the “Import” menu click the “Advanced Settings” option.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Import_Advance_Setting.png)
***Figure 77: Advanced Settings Option***

1. You can restrict in either of the following methods:

***Restrict an extension range***

1. In the “Start” field, enter *the start of the extension range*.
2. In the “End” field, enter *the end of the extension range*.

When you input a value of *1001* in the “Start” field and *1006* in the “End” field, the Recording Manager filters the recordings to exclude only those from extensions 1001 to 1006. This allows for precise control over the range of recordings you wish to access.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Import_Advance_Setting_Extension_Range.png)
***Figure 78: Extension Start Range to End Range***

***B. Restrict All Extensions***

- Select the “All Extensions Or Range” box to restrict import of recordings from all the extensions.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Import_Advance_Setting_All_Extensions_Restriction.png)
***Figure 79: All Extension Checkbox***

1. Select the “*Recording Date Embed In The File Name*” box to embed the recording date in the recording file.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Import_Advance_Setting_Use_Embedded_Date.png)
***Figure 80: Embed Recording Date in File Name Box***

1. Select the “Import Start Date” box to import recordings from a desired date and click the “Calendar” icon to select the start date for your import.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Import_Advance_Setting_Last_Import_Date.png)
***Figure 81: Import Start Date Dropdown***

## Reports Menu

The **Reports Menu** allows users to generate visual reports based on evaluation scores over a selected timeframe. These reports help identify trends, assess individual or departmental performance, and support data-driven decision-making. With customizable filters and visual reporting options, users can gain actionable insights to improve service quality and team efficiency.

1. In the Left Side Panel, click the “Reports” icon to open the menu.
2. Select a predefined question set for the department.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Reports_Department_Default_Questions.png)
***Figure 82: Reports Menu Department Option***

3. Select extension number to view the performance report for that department member.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Reports_Extension.png)
***Figure 83: Reports Menu Extension Option***

4. Click each field to open the calendar and pick inclusive start and end dates (example: Start = 8/4/2025; End = 9/8/2025).

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Reports_Start_End_Date.png)

 

***Figure 84: Report Menu Start Date to End Date Range***

5. Choose how data is visualized Line Chart or Bar Chart.
Guidance:
– Line Chart: Best for trends over time.
– Bar Chart: Best for comparing agents or categories.

![](https://voiptools.com/wp-content/uploads/2025/09/RM_Reports_Report_Type.png)
***Figure 85: Select Report Type Option***

 

6. Click “Generate Report” on the right. The system processes the selected data and displays the report below the controls. Larger date ranges may take longer to view.

![](https://voiptools.com/wp-content/uploads/2025/10/RM_Reports_Generate_Report_Button.png)
***Figure 86: Generate Report Option***

This is how the report looks with the **line chart** selected.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Report_Line_Chart.png)
***Figure 87: Line Chart***

This is how the report looks with the **bar chart** selected.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Report_Bar_Chart.png)
***Figure 88: Bar Chart***

## Logs Menu

The **Logs Menu**lets you view the login and logout events of all the sessions along with ‘Date’ and ‘Time’ that is according to the time zone set in the ‘Recordings’ menu.

> ![](https://voiptools.com/wp-content/uploads/2025/10/sticky_note_2_40dp.png) **NOTE**: The Recording Manager Standard will not capture the logout event if the user browses to a different website or closes the browser without logging out first.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Logs_Menu.png)
***Figure 89: Log Menu Overview***

### Field Definition

| **Date/Time** | The *Date*is in MM-DD-YYYY format and *Time*is shown in HH:MM:SS (24 hours) format. The time zone can be configured in the **Recordings**menu. |
| --- | --- |
| **Type** | Shows the category of a log entry to classify events. ‘INF’ (Informational) marks normal operations like status updates, while ‘ERR’ (Error) flags issues such as failed connections. |
| **Method** | Indicates the part of the software (function, class, or component) that generates the log entry. |
| **Message** | Displays the content of a log entry, describing the system’s action or any issue that occurred. |

## Audit Menu

The **Audit Menu**is designed to give users visibility into login activities across extensions. It supports security auditing, troubleshooting, and compliance monitoring by providing detailed logs of login events. Efficiently browse large sets of audit logs without cluttering the interface.

![](https://voiptools.com/wp-content/uploads/2026/04/RM_Audit_Menu.png)
***Figure 90: Audit Menu Overview***

### Field Definition

| **Extension** | Shows the extension number used during login. |
| --- | --- |
| **Event** | Understand the nature of recorded activity. Indicates the type of event (e.g., Login). |
| **Status** | Spot failed login attempts for security checks. Displays whether the login was successful or failed. |
| **Date** | Shows the date of the event. Track login patterns over time. |
| **Time** | *Time* is shown in HH:MM:SS (24 hours) format. The time zone can be configured in the Recordings menu. |

Customize your view to prioritize recent logins, failed attempts, or specific extensions. Click any column header to sort by that field (ascending or descending).