---
title: "Phones Pro - Abandoned Call Recordings Not Showing Up for Specific Agent"
slug: "phones-pro-abandoned-call-recordings-not-showing-up-for-specific-agent"
updated: 2026-10-15T01:14:00Z
published: 2026-10-15T01:14:00Z
canonical: "help.servicetitan.com/phones-pro-abandoned-call-recordings-not-showing-up-for-specific-agent"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Phones Pro - Abandoned Call Recordings Not Showing Up for Specific Agent

## Problem

Some Abandoned Calls are not being recorded for a specific agent. You want to know why this is happening.

## Solution

1. Go to the advanced settings under the main line in Phones Pro.
2. Check the recording section to ensure it is enabled.
3. If the recording section is unchecked, it will cause calls after hours not to record in ServiceTitan. Make sure to select the option to ensure the calls are recorded.
4. If settings are correct and the issue is not resolved, please contact [ServiceTitan Technical Support](http://go.servicetitan.com/ask).

> [!NOTE]
> **Note:** Ensure that the employee's name is not excluded from the recordings section in the Phones Pro admin settings.

That's it! Following these steps should resolve the issue of abandoned Call Recordings not showing up for a specific agent in Phones Pro.

A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics.

**What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities.

**Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned.

**Tags:** Phones Pro

[Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan.

**What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance.

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)