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Mobile App_Call Recording issue

1 min read

Hello, 

Thank you for contacting LeadSquared Support

Problem statement: Calls not recorded

Request you to kindly check and confirm if the below checks are enabled for at the user level:
  1. First and foremost, the LeadSquared Android App should be updated to the latest version 
  2. LeadSquared Application should have ‘Record calls’ permissions. (For this Go to Web App–>Settings–>Mobile App–>Permissions. Check the record calls settings there then you will be able to ‘check’ the checkbox in Mobile App.

  1. A tracker app should be installed and given all the permissions. (In order to install the tracker app please go to your LeadSquared App–> Click on the Hamburger Icon at the left corner of your screen–> Help and Feedback–> Get call and SMS tracking Features. Download the App, install it) or can be installed from the link provided in the help article:: https://help.leadsquared.com/call-sms-app/
     


  2. Go to Settings of the Mobile phone and check if all the permissions are granted to both the Apps (i.e., the LSQ Mobile App and the Call and SMS tracker App).
  1. Check if “Record Calls” is enabled in the Mobile App as well. In the mobile App, go to Settings–>Call and SMS.

     
  2. While making the calls from the mobile app, please make sure that the tracking app is running and open in the background. It should not be killed by any task/app killer app/settings of your phone. 
  1. The user should be in good network reception; if not, then a manual Sync using the ‘sync’ option in LeadSquared App is recommended. 
  2. Even after all these checks, if the issue still persists with the recording not captured, please be informed that we do not guarantee 100% call recording and the feature has been built on a best-effort basis but can be restricted due to hardware restrictions and the way android works on various handsets.


NOTE: Call recording is not supported on iOS devices


Call Recording Not Audible

  1. Call recording on mobile is not guaranteed for all devices and even if the recordings are happening on a few devices they are silent due to Android restrictions. Android restricts call recording to only system applications from Android 10 onwards, no third-party application will be able to record the call. Even if they can record it, they will receive the silent recording.
  2. We do not have any control over this behavior, it is a device-specific behavior.

Regards,
LeadSquared Support
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