7.2.3 Telephonic Signature Recording Missing In The ECF
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State of Wisconsin
Department of Health Services

Release 23-03
November 10, 2023

7.2.3 Telephonic Signature Recording Missing In The ECF

(Video instructions available: Download the Call and Upload the Call to the ECF)

Staff with supervisor access can use Interaction Recording to download a phone recording and save it to their computer. This process cannot be completed for calls older than 30 days.

Note: Compression software (such as WinZIP) is required to complete this process. Contact your local IT department if compression software is not installed. 

To download the call: 

  1. The person with supervisor access opens the Interaction Recording application within the Genesys Portal.
  2. Open the Explore Tab and begin searching by using the “Date Range” or “Agent” filters. Select Search.
  3. Go through the recordings to find the one of interest. If the call is not found after searching, the recording may not exist.
  4. To download the call, check the box next to the call.
  5. Select the three dots in the top right corner and select Export.
  6. A pop-up displays. Check the box Include audio and text interaction files and select Export.
  7. The user selects the ZIP file, unzips it, and saves the recording to their computer. If the user needs assistance on how to unzip and save the recording to their computer, they should contact their local IT department.

Income Maintenance (IM) workers looking for instructions to upload the recording to the ECF see Process Help 6.5.2.1 Telephnonic Signature Recording not found in the ECF.

This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208