CALL PICKUP

[MARK AH]

hello!
i am enabling the call Pickup in the user rights (perform operations (divert, transfer, pickup)) but i have noticed that team member can drop and stop the recording of a running call. is this possible ? and how can i prevent this?
for all extensions call recording is set to record all calls, and the allow users to start and stop recording is disabled. (3cx Ent)
please advise!

 

[ChrisC_3CX]

Hey @MARK AH

The "Perform Operations" right will also give the functions you mention (Drop Calls, Stop/Start Recording). There is no other way of disabling these options other than removing the "Perform Operations" right. If all you want to do is allow the user to pickup calls, you might want to consider having them using the Pickup Dial code instead. You can check what it is currently set to under Settings >> Dial-Codes >> Pick-up a Call.

 

[MARK AH]

HI Chris,
thank you for the reply. so you mean i can totally disable this option "Perform Operations" and use instead the dial code?
if yes, i have users in multiple groups, then how can i control the pickup rights in those groups?

 

[ChrisC_3CX]

If you have both "Perform Operations" and "Limit Call Pickup to calls received in their extension group"(found under Settings > General) disabled, then you should be able to still pickup calls using the dial-code.

Using this method will prevent you from restricting its use, all users who know the dial-code will be able to pickup calls.

 

[MARK AH]

I Have both "Perform Operations" and "Limit Call Pickup to calls received in their extension group" set. but unfortunately using web-client, users in the same group are able to stop the recording for a running call and drop the call. i opened a ticket with 3CX concerning this issue and they have accessed my server and found it is a real issue. i think there is something wrong on the 3CX level. hope i can get an answer soon because i am commissioning a project and this feature is a key for final acceptence

 

[ChrisC_3CX]

Hey @MARK AH
I have checked the support case you mentioned and can see that the issue investigated is not directly related to the pickup functionality, so I would recommend proceeding with the technical support team for that matter.

Regarding call pickup, just keep in mind that when it comes to using the dial code, enabling the "Limit Call Pickup to calls received in their extension group" will force the pickup dial code to honor the "Perform Operations" right on the extension level.

 

[MARK AH]

Hi Chris, thank you for the reply.
the issue is related to the ability of stopping the recording for other members in the same pickup group, and the ability of dropping their running call using the webclient. i have attached pictures of the issue in the beginning of this post. this behavior is not acceptable by our client. i was just wondering if this is a normal behavior or this is a system bug. if it is normal behavior, then i need clarifications for our client.

 

[ChrisC_3CX]

Hey @MARK AH

I completely understand where you're coming from, it's just that the call pickup feature, on it's own, has nothing to do with the other set of operations that are tied to the "Perform Operations" right. For that matter, you will receive an official response from our support department which is now in the process of investigating it.

Since we've covered the call pickup feature behavior and the rest will be investigated by the technical support department, I'll be locking this thread.