--- title: Voice Log Privilege App slug: contact-center/voice-log-privilege-app docTags: createdAt: 2025-11-20T10:05:56.361Z --- Empower your workforce to listen, learn, and improve instantly—**with secure, self-service access.** :::CtaButton{label="⬇️ Download App" externalHref="https://archbee-doc-uploads.s3.us-east-1.amazonaws.com/SK2urIgCC2ml99YyqWOSl/3ZyRHZBi-8a-Jg8a7qJxD-20251121-095949.aaex" openInNewTab="true"} ::: ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/YVSmfIhrnRoVHKk1dOvLb-20251120-100705.png) :::::Tabs ::::Tab{title="Description"} ## What is This App? The **Voice Log Privilege App** manages user and role-based privileges for accessing voice logs/recordings. This app enables fine-grained control over who can view or download call recordings. By default, voice logs (recordings) are often restricted to Supervisors or Administrators. This app bridges that gap, providing a secure interface for agents to retrieve their specific call history. It provides two main functions for the permissable user roles: 1. **Listen:** Playback of call recordings. 2. **Download:** Saving call recording files locally. ## Why Use This App? In standard operations, agents often lack visibility into their past interactions. This app solves: - **Feedback Delays:** Agents no longer need to wait for a Quality Analyst (QA) or Supervisor to review a call to hear how they sounded. - **Administrative Bottlenecks:** Reduces the workload on Supervisors who previously had to manually retrieve recordings for agents upon request. ## Who is this App for? This app is for Agent and Supervisor user role. ## Impact & Key Benefits - **For Agents:** Empowerment to self-correct and review complex interactions immediately after they happen. - **For Supervisors:** Frees up time by removing the need to act as a "gatekeeper" for call recordings. - **For Business:** Accelerates training and improves quality assurance scores through self-learning. ## Prerequisites Before installing, please ensure your environment meets the following requirements. - **System Requirements:** - **Ameyo Version:** Requires **Ameyo version 4.0.0** or higher. - **App Framework:** The [Ameyo App Installer](docId:9neB8hyrrdfsYqZbz7NGg) must be installed and active. - **User Role:** You must be an **IT Administrator** to install and configure this app. - **Server Configuration:** - **Timezone Sync:** The server's PHP timezone settings must be correctly configured to match your local region (e.g., 'Asia/Kolkata'). This ensures all recording timestamps are accurate. :::hint{type="info" indent="1"} Note: This is a backend configuration. Please contact your **Customer Success Manager** or **Exotel Support** to get this setting done. ::: ## Summary The **Voice Log Privilege App** decentralizes access to call data. By safely granting users the right to listen to and download their own voice logs, it fosters a culture of transparency and self-improvement within the contact center. :::: ::::Tab{title="How to Install and Configure"} ## Installation and Setup 1. **Download **the app from the link given above. (File format- .aaex) 2. **Upload** the App in the Ameyo admin panel. Follow the steps given below: - Log in as an Administrator. - Navigate to **App Manager** (App Configuration in System tab). - Upload the .aaex file downloaded from the link given above. - Wait for upload completion and then configure the slot mapping as follows: * [ ] **Role:** Admin, **Slot/Location:** Top Bar full page - [ ] **Role: **Agent, **Slot/Location:** Background App - [ ] **Role:** Supervisor, **Slot/Location: **Background App - [ ] **Role:** Voice-Admin, **Slot/Location: **Top Bar Full page :::hint{type="info"} Note:- App Configuration for Voice-Admin user role is available from 4\_13 after build version -- 43037. ::: ::Image[]{src="https://app.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/eHXnYsyuSfZI_fi_n9ysG_image.png" size="90" width="2922" height="1590" position="center" showCaption="false"} :::hint{type="info"} **Important Note:** This app requires specific backend configurations, including database permission scripts and library integration, to function correctly. - The app **will not be fully operational** immediately after upload. - Please contact **Exotel Support** or your **Customer Success Manager **to schedule the required backend deployment. ::: ## Usage Instructions **For Administrators:** To ensure data privacy, the app is installed with **restricted access settings**. By default, no agent or supervisor can listen to recordings until an Administrator explicitly grants them permission. ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/zSdhYbIeU0dKbUO6GdfGq_.blob" size="90" width="1366" height="768" position="center" showCaption="false"} Administrators can configure access levels for agents and supervisors, using the toggles in the configuration menu: **1. Agent Privileges** Administrators can assign one of two distinct access levels to agents: - **Access Everyone:** - Grants the agent full authority to play and download voice logs belonging to **themselves** as well as **all other agents and supervisors**. - **Access Own Only:** - Restricts the agent to playing and downloading **only** the voice logs associated with their own tickets. - Access to recordings belonging to other agents or supervisors is strictly blocked. **2. Supervisor Privileges** There is a single access right available for Supervisors: - **Allow:** - Enabling this option grants the supervisor complete access to play and download voice logs for **themselves** and **all other agents or supervisors**. :::hint{type="info"} **Ticket Context Only: **Currently, these privileges apply **exclusively **to voice logs attached to tickets. ::: :::hint{type="info"} **Configuration Warning (Critical)** - **Risk of Reset:** If you have manually granted privileges to specific selected agents (e.g., 2-3 specific users), **avoid** toggling the global permission switches ON and then OFF. - **Consequence:** Toggling the global switch OFF will **wipe** the previously saved individual configurations for those selected agents. ::: :::: ::::: ## Support and Troubleshooting - Validate slot mappings match your Ameyo version and roles. - Check user privileges and role assignments for app access. - For issues with real-time data or display, check service status and review logs. - To get the backend server configurations done, contact Ameyo support or your customer success manager.