Call Recording APIs

The Call Recording APIs allow developers to programmatically retrieve and manage audio files generated during voice interactions. This API supports dual-channel recordings.

Strategic Overview

Call recordings are vital for maintaining organizational accountability and driving performance improvements. By automating the retrieval of these files, organizations can feed audio data into third-party speech analytics, long-term cold storage, or specialized Quality Management (QM) platforms.

Key Use Cases

• Compliance Archiving: Automatically migrate recordings to secure, long-term storage to satisfy regulatory requirements (e.g., PCI, HIPAA, or MiFID II).
• Quality Management (QM): Export audio to evaluation platforms for manual or automated agent performance scoring.
• Speech Analytics: Integrate with AI tools to perform transcription, sentiment analysis, and intent categorization.

Real-Time vs. Latency Expectations

Retrieving recordings requires a processing window to allow the system to finalize, encode, and index the audio media.

• Data Availability: For interaction metadata and associated recordings, it is recommended to allow a 15-minute window after the call ends for all media processing to complete.
• Historical Access: Reporting data may take several minutes to sync; periodic polling is recommended for automated workflows.

Required Permissions & Scopes

Access to recording media is governed by account-level security and explicit administrative rights.

1. Configure OAuth Scopes

To authenticate, your application must be configured with the following permission in the Developer Portal:

• ReadAccounts: Required to validate the account context and access interaction metadata.

2. Enable Platform Permissions

1. Log in to RingCX Admin.
2. Permissions: Ensure the user has READ on Account permissions.
3. For Recordings: Recording must be manually activated by your RingCentral representative.

API Discovery: Interaction Metadata

To retrieve a recording, you must first identify the unique identifiers for the call. Unlike legacy systems that provided a direct URL, the current API requires a Dialog ID and a Segment ID, which are discovered via the interaction-metadata report.

POST https://engage.ringcentral.com/voice/api/api/cx/integration/v1/accounts/{rcAccountId}/sub-accounts/{subAccountId}/interaction-metadata

For a detailed walkthrough on discovering metadata, please refer to the Agent Segment Metadata API Guide.

Locating IDs in the Response

The response will contain a list of interaction segments. For each segment you wish to download, capture the following fields: 1. dialogId: The unique ID for the entire call conversation. 2. segmentId: The specific ID for the media segment within that dialog.

Main Endpoint: Download Recording

Once you have the necessary IDs from the metadata report, use the following endpoint to stream the .WAV audio file.

GET https://engage.ringcentral.com/voice/api/cx/integration/v1/accounts/{rcAccountId}/sub-accounts/{subAccountId}/recordings/dialogs/{dialogId}/segments/{segmentId}

Path Parameters

Response Details

The API returns a binary stream of the recording.

Implementation Strategy

Recommended Pattern

1. Poll Metadata: Call the interaction-metadata endpoint to find segments that ended at least 15 minutes ago.
2. Extract Identifiers: Parse the JSON response to map the dialogId and segmentId for each record.
3. Stream Media: Call the Download Recording endpoint using the path parameters to retrieve the .WAV file.

Sample Implementation (Python)

import requests

# Configuration
BASE_URL = "https://engage.ringcentral.com"
ACCESS_TOKEN = "YOUR_TOKEN"

def download_recording(rc_account_id, sub_account_id, dialog_id, segment_id):
    # Construct the path-based URL
    url = f"{BASE_URL}/cx/integration/v1/accounts/{rc_account_id}/sub-accounts/{sub_account_id}/recordings/dialogs/{dialog_id}/segments/{segment_id}"

    headers = {
        'Authorization': f'Bearer {ACCESS_TOKEN}',
        'Accept': 'audio/wav'
    }

    # Request the stream
    response = requests.get(url, headers=headers, stream=True)

    if response.status_code == 200:
        file_name = f"recording_{segment_id}.wav"
        with open(file_name, 'wb') as f:
            for chunk in response.iter_content(chunk_size=4096):
                f.write(chunk)
        print(f"Download complete: {file_name}")
    else:
        print(f"Failed to retrieve recording. Status: {response.status_code}")
        print(response.text)