Use this guide when:
- a call appears in Hot Prospector but has no playable recording;
- some call types are recorded and others are not;
- Listen or Download is missing;
- a recording asks for a password;
- a recording plays in HP but is missing from a webhook or connected system; or
- a voicemail is being confused with a full call recording.
There is not one universal recording switch. First identify the direction and route of one exact call, then check the setting that controls that route.
First: identify one exact call
Collect:
- whether the call was inbound or outbound;
- whether it used a personal direct number, inbound campaign/call flow, manual call, or outbound campaign;
- from and to numbers;
- exact date, time, and time zone;
- agent and campaign or inbound flow, if applicable;
- call status and duration shown in HP;
- whether Listen or Download is shown in the Call Report;
- whether a recording plays in HP; and
- whether the complaint is about HP itself or a webhook/connected system.
Use Reports → Call Report and choose the matching report type, such as Inbound Calls or the appropriate outbound type. Search for the exact from/to numbers and test time.
Do not diagnose “missing recordings” from a contact name alone. A transferred call can contain more than one call leg, and the playable recording may be associated with the completed leg shown beneath the main inbound call.
Step 1: choose the setting that matches the call
Personal direct-number inbound call
Check Direct Number Call Recording for the user or account configuration. This is separate from outbound recording.
Outbound manual or dialer call
Check Outbound Call Recording for the user/account and the recording setting on the outbound campaign that placed the call. A direct-number setting does not prove an outbound call was configured to record.
Inbound campaign or call-flow call
Check the recording setting on the inbound campaign or flow used by that phone number. A user's outbound recording setting does not prove the inbound route was configured to record.
If the account has several campaigns or inbound numbers, confirm the exact route from the call row before changing a similarly named campaign.
Step 2: check recording consent and account controls
HP can apply account-level recording compliance as either:
- recording all calls; or
- recording according to state-based consent rules.
The exact lawful setting depends on the account's calling jurisdictions and policies. HP also requires recording-disclaimer text when direct-number or outbound recording is enabled through the applicable settings.
Do not disable compliance controls merely to make a test recording appear. Confirm the intended policy with the account owner and follow applicable recording-consent laws.
Step 3: run one fresh recording test
After confirming the correct setting:
1. place or receive one new call through that exact route;
2. allow it to connect and continue long enough to create a meaningful completed call;
3. end the call normally;
4. open the matching row in Reports → Call Report; and
5. use Listen or Download if shown.
Use a new test because changing a recording setting proves what should happen on calls made after the change. An older call is not proof that the current setting works.
If the main inbound row can be expanded, check its child or transferred leg as well. HP can use the completed child leg's duration, status, and recording when the parent inbound row does not hold the final media.
Step 4: separate four different problems
A. The call is absent from the Call Report
This is not yet a recording-specific problem. First prove that the call reached the correct HP account and route. Use the inbound-call or outbound-dialer troubleshooting guide.
B. The call row exists, but Listen/Download is absent
Confirm the matching recording setting was on before this new test and record the call's status and duration. If a completed, connected test on the correct route still has no recording, escalate with the exact row. Do not repeatedly toggle unrelated recording settings.
C. Listen is shown, but the recording will not play
If HP asks for a Call Recording Password, that is access protection rather than proof that the audio is missing. Use the authorized recording password or ask the account owner who controls it.
If access is authorized but playback or download still fails, capture the Call Report row and the exact playback error. Do not post a private recording URL in an open support conversation.
D. The recording works in HP but not in a webhook or connected system
That proves the call was recorded and HP can retrieve the media. The remaining issue is the outbound webhook/integration delivery path, not the recording switch.
Capture:
- the same call's from/to numbers and timestamp;
- the HP recording result;
- the destination webhook or integration name;
- the receiving system's event or request log; and
- whether the recording field is absent, blank, or contains a URL that fails.
Do not turn recording off and on when HP already plays the exact file.
A voicemail is not the same as a call recording
A voicemail records the caller's message after the route reaches a voicemail step. A call recording captures a connected call when recording is enabled for that route.
Use the voicemail inbox or voicemail action for a missing voicemail. Use the Call Report and route-specific recording setting for a missing conversation recording. A playable voicemail does not prove the earlier agent conversation was recorded, and a call recording does not prove that the voicemail step worked.
Read the evidence correctly
What you see — What it proves — Next action
No Call Report row — The call has not been located in the expected HP call path — Verify direction, account, numbers, and route first
Call row exists; no Listen/Download — HP logged the call, but the row has no usable recording media — Confirm the correct route setting and escalate a fresh completed example
Parent inbound row has no recording; child leg does — The completed/answered call leg holds the media — Use the child leg; this is not a missing recording
Password prompt appears — Recording protection is enabled — Use authorized access; do not report the prompt alone as a missing file
Listen appears but playback fails — A recording reference exists, but retrieval or access failed — Capture the exact error and call row for support
Recording plays in HP but is blank/missing downstream — Recording creation succeeded; integration delivery is the remaining boundary — Troubleshoot the webhook or connected system with the same call
Voicemail plays but full conversation is absent — Voicemail capture worked; full-call recording must be checked separately — Verify the direct, inbound, or outbound recording setting
When the issue needs technical support
Send one complete package:
- HP account;
- call direction and exact route type;
- from and to numbers;
- date, time, and time zone;
- campaign, inbound flow, and agent where applicable;
- call status and duration;
- screenshot of the matching recording setting;
- screenshot of the Call Report row and expanded child leg, if present;
- whether Listen/Download appears and its exact result;
- whether recording-password protection is enabled; and
- for integration cases, the receiving system's matching event and recording-field result.
Do not include credentials, API keys, authentication tokens, or a private recording link in the support message.
Once this package is complete, support should not ask the customer to repeat generic browser steps or toggle all recording switches. The exact route and failure boundary are already known.
What counts as resolved
For an HP recording issue, a fresh call through the affected route must produce a playable recording in the matching Call Report row.
If the original complaint involved a webhook or connected system, the same fresh call must also arrive there with a usable recording reference. Fixing only HP playback does not close a downstream-delivery issue, and fixing only the webhook does not prove HP can play the recording.