Last updated: September 12, 2026
Where an Amtelco system keeps your recordings
Amtelco holds recorded calls in one of two places. An operator running Active Insights keeps them in Amtelco managed cloud storage, in an S3 bucket, encrypted at rest and in transit. Without it the audio sits on your own servers, which is the saving Amtelco names for the cloud version. File format and retention defaults are not published.
You already know the shape of the stack better than we do. Genesis is the soft switch underneath, the Intelligent Series is the application layer your supervisors actually live in, and Amtelco was still publishing new Infinity versions as of the resource articles we read.
On the Active Insights side, a supervisor searches stored calls by the agent who took them, by date and time, by an individual client, or by a phrase spoken on the call. Playback puts the agent's screen recording next to the audio, so you watch the message get typed while you listen to it being taken.
That is a genuinely good review surface for one call. A month of one account's calls is a different job.
The part Amtelco does not publish
Amtelco's administrator documentation sits behind a customer login, and we could not read it on 2026-09-12. Six things an operator would want before planning any QA work are missing from every public page we could reach.
- Recording file format, sample rate, and container.
- How long audio is kept by default, and what happens when that window closes.
- Whether calls are captured as two channels or mixed down to mono.
- Any bulk export path for audio, through the interface or otherwise.
- Which components record, and whether recording is licensed separately.
- Storage without Active Insights, meaning whether that product is required or optional.
Your own system answers all six, and so does your Amtelco rep. Guessing at them in front of people who run these boards every day would be worse than leaving the gaps visible.
Getting a month of one account's calls out
The reporting half of this is well travelled ground. Call Theory, a consultancy selling tooling to Amtelco shops, describes pulling a billing report out of the Reporting section of Intelligent Series Supervisor as a Crystal Report file, and connecting to the Intelligent Series database directly. Useful context that says nothing at all about audio, which is the part QA needs.
So the audio export path is the one question worth asking before anything else. Ask your Amtelco contact this, in these words: how do I get every recording for one client account, for one month, out of the system as files, and what do those files come out as. The answer decides whether this is an afternoon or a support ticket, and scoping the pull to one account and one billing period keeps it small either way.
Two channels or one, which decides more than a connector
A two channel recording keeps your operator on one channel and the caller on the other, because the switch knew which leg was which while the call was live. Speaker attribution is then a fact stored in the file rather than a prediction made about it.
Mix both voices down to mono and the separation has to be worked backwards out of the sound. That works, and it works less well, and this is a real limit in CallSniper today rather than a hypothetical. Speaker separation holds up on two channel audio and gets unreliable on mono, so any criterion written around who said a line inherits that.
Which sounds worse than it plays out on an answering service card. Whether the greeting used the client's exact business name, whether the triage question was asked before dispatch, whether a do-not-say term showed up, all of that comes off a phrase and a timestamp and survives a mono file fine. The behavior half degrades, including the criterion that costs you clients, which is whether the callback number was read back digit by digit. How speaker separation works covers the check you can run on your own export in about a minute.
Ask about dual channel while you have your Amtelco contact on the phone, since plenty of platforms ship it switched off to save storage.
What the scoring actually looks at
An operator gets graded against the account they answered under, since the medical practice bought a different thing from the plumbing contractor and the same person switches between both inside fifteen minutes.
Say one of your 14 accounts generates most of the complaints, at 2,900 calls a month. Two scored calls per operator per week never lands enough of that account's traffic to tell you whether the floor or the script is the problem. A month of its audio, scored against the script the client approved, usually settles that in the first hundred calls. When every operator misses the same criterion, the account's instructions need the fix and coaching never touches it.
Amtelco sells automated call scoring inside Active Insights, with scoring scripts and a score per item, and an operator already paying for it should use it. What brings people here instead is per account scorecards with critical fails, evidence links into the transcript, and a branded report they can hand a client.
What you can do this week
Recordings from an Amtelco system reach CallSniper by export and upload today, and no direct connector ships. What connects today carries the current list.
Pick the account that generates the most complaints. Export a month of its recordings, which is the step that takes a phone call to your Amtelco contact if you have never done it. Upload the batch and let it get scored against that account's script, then read the auto fail list before you read the average.
A scored sample of your own calls runs six months of your historical audio against the scorecard you already use and puts your supervisors in front of the results under your own client names, at a fixed pilot price.
Frequently asked questions
Does CallSniper integrate with Amtelco?
No direct connector exists today. Recordings come in by manual upload, which is how most accounts start regardless of platform.
Where are Amtelco call recordings stored?
An operator running Active Insights has them in Amtelco managed cloud storage, in an S3 bucket, encrypted at rest and in transit. Amtelco's own argument for that product is the space it saves on your on site servers, which is where the audio otherwise lives.
How long does Amtelco keep call recordings?
Amtelco does not publish a default retention window on any page we could read on 2026-09-12. Your contract and your system settings decide it, and your own obligations sit on top of that, which what the rules require you to keep covers.
Can I export Amtelco call recordings in bulk?
That could not be verified from public documentation. The reporting side of Intelligent Series Supervisor exports report data, and whether the same is true of audio is a question for Amtelco or your administrator.
Does Amtelco already do call scoring?
Active Insights runs customized call scoring scripts and shows a score against each item, so an Amtelco operator is not starting from nothing. Per account rubrics, critical fail handling, and white labeled client reporting are the reasons operators look at QA built for answering services alongside it.
Sources
- Amtelco, Reporting and Analytics product page (amtelco.com/products/reporting-analytics/). Fetched 2026-09-12. Verified.
- Active Insights resource article on automated call scoring and quality assurance (amtelco.com). Fetched 2026-09-12. Verified.
- Call Theory, "Extracting Genesis Statistics" (blog.calltheory.com). Fetched 2026-09-12. Third party, unverified against Amtelco documentation.
- Amtelco administrator and technical documentation. Behind a customer login, unread on 2026-09-12.
- CallSniper integration position and speaker attribution limits. Trinsic feature sheet and call notes, 2026-08-27 through 2026-09-10. Internal, unverified externally.