3CX doesn’t continue to record calls if the call is transferred or if the call is put on hold

[darshana]

Hi Guys

Anyone can help?

 

[Alphabetic]

The extension you're transferring to, do they have recordings enabled too?

 

[darshana]

Yes recording enabled for external and internal

 

[VasilisV_3CX]

Hi @darshana,

If you have 2 new extensions, both with recordings enabled. Log in to them and record, place the call on hold, does the recording stop there as well?

In your example, where are you transferring the call to? What client is the transferred location using, mobile app, browser extension etc?

 

[darshana]

It's a call centre, so an external call comes in, and the agent picks up (no issues recording) then that agent transfers the call to another agent (after that no recording for that conversation) all use browser extensions

 

[darshana]

I have tried extension to extension call, put on hold and resume, no issues with recording, it records even after resume

It's a call centre, so an external call comes in, and the agent picks up (no issues recording) then that agent transfers the call to another agent (after that no recording for that conversation) all use browser extensions

 

[leejor]

If you look at the 3CX Activity Log, for the call (Verbose mode), after the transfer, is there any indication of an error ?

 

[darshana]

Hi Guys, I have found the recordings, 3CX records the conversation in 3 steps and 3 files,
1. External call to Angent1(one file)
2. Angent1 to Agent2 (one file while transferring)
3 Agent2 to External call

is there any way we can merge this conversation?

 

[VasilisV_3CX]

Hi @darshana,

Technically speaking, it's 3 different pairs of people speaking. The recordings split per pair speaking.

 

[VoIPTools]

If you can look at the actual recording files, the last part of the file name contains a Call ID "(XXX)". For your example above, do all three recordings have the same Call ID number, or are they different? If they are the same, I may have a suggestion on how we could combine the three recordings into one recording...