Solved 3CX Teams Call Recording

[SystemWise]

Hello,

I have an extension set to "Record all calls" and "PBX Delivers Audio". When the extension answers an incoming call using Teams the call is not recorded. Is this a limitation of the 3CX Teams integration or have I misconfigured my system?

Regards,

Tony

 

[NickD_3CX]

Hi Tony,

Calls made from the Teams client, assuming they are being routed through 3CX, should be recorded normally, the same way as if you were using a 3CX App.

From the same extension, try calling an External Number again, and while the call is active, go to the Dashboard and click on the "Number of calls in use". Does the call appear there while the call is active?

 

[SystemWise]

Hi Nick,

The calls do go through the 3CX. It seems that outgoing calls are recorded, but incoming are not. The incoming calls go to a call queue. I don't have "Queue Recording" ticked, but I don't want it to ask the caller to opt in, just record.

Regards,

 

[Evolute IT]

Hi Nick,

The calls do go through the 3CX. It seems that outgoing calls are recorded, but incoming are not. The incoming calls go to a call queue. I don't have "Queue Recording" ticked, but I don't want it to ask the caller to opt in, just record.

Regards,

Set the queue to record and Opt Out mode. This way, it will record by default.

 

[NickD_3CX]

I tested this to double-check and it seems to record even if the "Queue Recording" option is completely disabled, as long as the Recording option for the Extension is set to either record all calls or record only external calls.

Note that sometimes it takes a minute or 2 for the recording to appear in the Management console after the call has finished.

 

[SystemWise]

Hello Nick,

OK No idea what was going on initially. After initial setup it was definitely only recording outgoing calls, but it is recording all calls now. I don't think I imagined it, but who knows. Thank you for your help.

Regards,

 

[NickD_3CX]

Glad to hear that it is working now, it may be that the first few calls were made while you were on the "Recordings" page and it just didn't refresh.

Regardless though, I won't question a positive result

I'll mark this thread as 'Solved'.