Attended Transfer Via Windows - Phone Recording stops

[proffitt]

Hi,

We currently have an installation that is having an issue with the following use case. We record external calls but not internal calls. We're using the latest version of the Windows client and also the latest version of V16(16.0.8.16)

1. Customer (external phone number) calls the main DDI, which joins them to Queue A.
2. In Queue A, 1st Agent picks up the call.
3. 1st Agent speaks to the Customer on Line 1 - this call is recorded
4. Then, 1st Agent does an Attended Transfer to Queue B.
5. In Queue B, 2nd Agent picks up the call.
6. 1st Agent speaks to 2nd Agent on Line 2 - this call is not recorded but is expected as it's an internal call
7. Then, the 1st Agent goes back to Line 1 to speak to the customer, who will then transfer them to the 2nd Agent.
8. 2nd Agent speaks to the Customer, but this call is not recorded. - the call should be recorded as it's external.

We have tried this use case with the Android app as well and we get the same result.

Is anyone having a similar issue?

Cheers

 

[VasilisV_3CX]

Hi @proffitt,

Just to confirm, are you sure that this isn't a visual bug and that the recordings are in fact not being created?

Something to check: Does the recording exist on the server and perhaps is not showing on the management console?

I've just run the scenario in v16 with latest Windows Client and with v18 with latest Windows Client, and in both instances, the recordings happened and the button showed fine.

 

[proffitt]

Hi @proffitt,

Just to confirm, are you sure that this isn't a visual bug and that the recordings are in fact not being created?

Something to check: Does the recording exist on the server and perhaps is not showing on the management console?

I've just run the scenario in v16 with latest Windows Client and with v18 with latest Windows Client, and in both instances, the recordings happened and the button showed fine.

Thanks for the reply.

For the agents we have the following settings



So they're unable to toggl the recording button when they speak to an external number.

I've checked to see if the recording exists on the server and it doesn't, the only recording I can see is the first conversation between the customer and 1st Agent. We should also be seeing a second recording between the customer and the 2nd Agent.

Cheers

 

[VasilisV_3CX]

Hi @proffitt,

I'd suggest creating a ticket with our support department to investigate further as I'm still unable to replicate.

 

[proffitt]

Hi @proffitt,

I'd suggest creating a ticket with our support department to investigate further as I'm still unable to replicate.

No problem, I've logged a ticket