Attended Transfer Via Android - Phone Recording stops

[Andrewhoddie]

Hi

Is anyone else having an issue with attended transfer stopping call recordings?

We record external calls but not internal calls, we are on the latest verison of the Android App

This issue only seems to happen when the attended transfer is made from the Android App. What is happening is:
1) External call received and answered on an android app. The first part of the call is received and recorded as expected
2) An attended transfer to an internal extension is made. This is not recorded as this is an internal call
3) The transfer is complete and the call is passed through. The call recording is stopped but we want this to record.

We have repeated the exact same process (same numbers) on the IOS app and this worked as expected.

thanks
Andrew

 

[leejor]

Do both extensions (answered, and final destination) have recording enabled? When using the iOS App, does the original extension continue to record the call after transfer, or is it recorded in two parts, each part linked to the active extension?

Calls are recorded at the extension level, so I'm not certain how you would avoid recoding internal calls if an extension has it enabled.

https://www.3cx.com/3cxacademy/videos/intermediate/call-recording/

 

[Andrewhoddie]

Hi

Yes both extensions have voice recording enabled for external calls. The IOS records two separate messages, the initial call i.e. before the attended transfer and a second once the attended transfer is complete. This is what is confusing us, the IOS app works as we would expect but the Android app doesn't when we test using the same extensions.

We only have record external calls set for all of our users.

thanks
Andrew

 

[leejor]

Is this happening on one extension, or all extensions, using the Android App?

 

[Andrewhoddie]

i think it is happening on all extensions as this was first noticed by two different users on different extensions - these extensions are different to the testing extensions i have been using.

 

[Steven_Templeton]

Did you get anywhere with this? We are also expriencing the same issue except we record all calls

When the call is transferred from a Android mobile we lose the second part of the recording

 

[Andrewhoddie]

Hi Steven

I have got no further with this, its reassuring that someone else has the same issue even if it doesn't provide a solution. If i get a solution I will post on here

thanks
Andrew

 

[YiannisH_3CX]

Hi guys,

This is a known issue of the Android client and we are currently working on a solution.

Thank you for reporting.