Calls aren't being recorded for a certain Salesforce CRM record

Overview

You are making calls to a certain Salesforce CRM record, but the calls are not being recorded. You are able to see the call time and date, but you cannot find a recording for that call.

Information

This issue can happen when the phone number in Salesforce is not formatted correctly. For best practices, ensure that the phone number in Salesforce is in E.164 format so that it includes both the plus sign and the country code, as well as the subscriber number.

Note: If the issue affects multiple calls, refer to the article Calls and Activities Made From Playbooks Are Not Logging, Recorded, or Synced into Salesforce (SF) CRM Report.