Troubleshooting telephony system issues

Gong is fully compatible with many telephony systems (dialers). Telephony systems work differently to web conferencing integrations: instead of joining and recording the meeting, Gong imports the audio from the telephony system themselves.

Telephony system integrations are either direct integration with the providers API or via Salesforce tasks. For more details, see Supported telephony systems.

Direct API

• In Gong, the team member needs to be set to have their calls recorded.

• User profile information must match exactly in both Gong and the telephony system

• The call must be recorded in the telephony system itself.

• The call needs to be more than 1 minute in duration after Gong trims out the intro silence.

Salesforce

First be aware that scanning Salesforce.com can take up to 30 minutes, so there might be a delay before your recorded call appears. If a call recording doesn't appear after that time, check the following:

• In Gong, the team member needs to be set to have their calls recorded.

• User profile information must match exactly in both Gong and the telephony system

• A Salesforce activity record must exist for the telephony system call.

• The call needs to be more than 1 minute in duration after Gong trims out the intro silence.

• The activity record must show the call duration. Any activities that have an empty call duration are skipped.

• The activity record must include a URL of the recording that Gong can access.