Troubleshooting unrecorded calls
Recording settings overview
Whether a call gets recorded depends on several factors:
- Individual data capture settings for each company participant on the call.
- Company-wide recording configurations.
- Consent profile settings.
- Actions taken during the call, such as stopping the recording.
- Whether recording was scheduled for that meeting at all.
Calls excluded from recording criteria
Some calls do not meet the recording criteria when scheduled, such as:
- Face-to-face meetings or meetings without a web-conference URL.
- Meetings scheduled by your customer.
These meetings still matter for deal activity and will appear in Outdoo AI if detected.
Troubleshooting skipped recordings
Some calls aren't recorded because of something that happened at the start of the call. Outdoo AI records a reason for each skipped recording. Managers can review recording statuses for their team in the Call Status tab under Performance > Activity. If your permission profile gives access to reports, you can also get a full report by email from Company Settings > Reports > Call Status with Email Report. Below are the common reasons and what to do about each one.
Skipped recording reasons and actions
1. Canceled
The meeting was canceled, deleted from the organizer's calendar, or declined by the organizer. Confirm with the host whether the meeting was canceled.
2. Conversation too short
The call was shorter than your company's minimum call length, or had no audio activity. Your tech admin sets the minimum in Company Settings > Conversation Capture > Notetaker Controls under Minimum call process duration (in seconds) (default 120 seconds).
3. Could not be processed
A minor issue occurred with the video conferencing provider. Contact Outdoo AI Support and provide the call URL.
4. Recorder denied from joining
The host enabled a waiting room but did not allow the Outdoo AI recorder to join. Confirm with the host that the recorder is permitted to enter the meeting.
5. Recorder dismissed
The host removed the Outdoo AI recorder from the meeting. Verify with the host whether the recorder was dismissed.
6. Recorder stopped recording
The recorder left the call after a few minutes because it could not see participant details. Update settings to make sure the recorder can view participant information.
7. Invalid meeting link
The meeting link is invalid or incorrectly formatted. Confirm the link is accurate in your conferencing provider's settings.
8. Invited too late
The meeting was scheduled less than 15 to 30 minutes before its start time. Schedule meetings further in advance, or use the impromptu scheduling option.
9. Meeting was full
The meeting reached its maximum participant limit. Check the maximum participant limit for your web conferencing provider.
10. No show
No one joined the call except the host. Make sure participants join with audio.
11. Password required
The meeting required a password that wasn't included in the invite. Include the password in the web conference link.
12. Recording consent withheld
A participant did not consent to recording. Recording cannot proceed without consent.
13. Schedule changed
The meeting was rescheduled, so the original time slot appears as skipped. The recording happens at the new time.
14. No VoIP
VoIP access was disabled by the meeting host. Make sure VoIP access is enabled in the host's settings.
15. Internal meeting
Some organizations only record meetings with external participants. Check organization settings and consult your admin.
16. Technical issue
A minor issue occurred with the conferencing provider. Contact Outdoo AI Support and provide the call URL.
Hope this article was helpful. For any queries, please write to support@outdoo.ai