Transferred calls not fully transcribing

[OAH]

We are having an issue with transcriptions when a call is transferred.

We are running a local transcription server and are experiencing the following

Department A calls a customer they then transfer the call internally to an extension in Department B who continues the call until its conclusion.
The system transcribes the call from Department B but not for A.

I have checked and there are two recordings, one for each department and I can manually transcribe the call from Department A.

All department share the same transcription settings.

Does anyone have any ideas?

 

[Charles_3CX]

Hi, check the Department A transcription settings at the department options level, and also the users who answer the calls, to ensure all recording transcription is enabled for them and in the department they are members of.

 

[OAH]

So i have checked and both departments have transcription set to "Voicemails & Recordings" in fact all of our departments are configured this way.

User in Dep A is inheritng its transription options from Department (use department settings)
User in Dep B is inheritng its transription options from Department (use department settings)

Both users are also set to record all calls.

User in Department A is also a member of another department could this be the issue ?

 

[Charles_3CX]

Extension A will use the settings of their faculty department membership, the one chosen under their extension settings.

Also check that the calls on Ext A lasted longer than 15 seconds.

 

[OAH]

The initial call before it was tranferred was around 18 minutes long, this didnt transcribe, after it was transferred the call continued for another 24 minutes and this was transcribed.

I was able to manualy transcribe the first call.

All facultys/departments have transcription set to "Voicemails & Recordings".

 

[OAH]

I dont know if its worth adding both these users calls transcribe fine when no transfers happen

 

[KyriacosS_3CX]

Hello,

Calls are normal, DID comes straight to User A? Any queues, or ring groups or anything similar involved? Transfer is attended or unattended?

 

[OAH]

On this call i beleive User A made an outbound call to an external number then after thier conversation transferred it to User B.

Both User A & B are Queue members of different Queues but i dont think the call eneterd the Queue.

The call report shows: (*'s added to obfuscate sensative data)

Caller USER A (2**) Dialed: (077********) → Via rule: OUTBOUND RULE (077*******) → Via trunk: ****** MAIN (077*******) → USER A (2**) performed transfer to User B (2**)

 

[KyriacosS_3CX]

We have tried to follow this scenario, but we cannot replicate the issue.

Can you replicate this on demand, or is it random/one-off?

 

[OAH]

I will pull some reports, export them to excel and look to see if its hapenning with other users. I am away for a week but will pick it up on my return.