Solved Call Queue recording

[Tom-cablecomms]

Hi There,

Hope someone can help, when we're setting up a call queue we want to allow users to opt in to call recording rather than opt out however this doesn't seem to work. It would appear that the extensions recoding settings (to record external calls) override the group setting when a user doesn't opt in to being recorded.
This doesn't seem to right to me but maybe I'm misunderstanding the feature.

Any help would be relaly appreciated.

Thanks

Tom

 

[ChrisC_3CX]

To clarify, Call Queue recording actually works in conjunction with the extension's recording settings.

For instance, if you have opt-out enabled, it would make sense that the extension is configured to record calls by default as it would not matter if call recording for the extension was disabled anyway.

If the Call Queue is set to opt-in, then it would be expected that the extension is configured to not record calls by default.

Opt-In:
1. Extension has Record calls off.
2. Caller selects Opt-in >> Recording automatically gets set to enabled when call is answered.
3. Caller does not make a selection >> Recording state stays as is (defined by extension settings) so as per (1) it is off.

Opt-Out:
1. Extension has Record calls on.
2. Caller selects Opt-out >> Recording automatically gets set to disabled when call is answered.
3. Caller does not make a selection >> Recording state stays as is (defined by extension settings) so as per (1) it is on.

 

[Tom-cablecomms]

Hi Chris,

Thanks for your reply and clarification.

Tom

 

[ChrisC_3CX]

You're very welcome!

Let us know if you need anything else!