call queue recording

[Emilianik]

hi guys i've read a previous post about queue recording for all call (https://www.3cx.com/community/threads/queue-call-recording.75963/)
the answer is incorrect, because to register all incoming call in a queue it need to use the recording setting in the queue and not the recording setting in the extension, because using the recording setting in the extension, it will record all call also the call of users that choise to haven't recorded pressing DTMF 3, and this is a privacy violation.
the real problem is the malfunction of recording option in the queue, because if i configure to register only user that press DTMF 3, it work fine without configuring anything on the extensions, but if i configure register always except when pressed DTMF 3 this non work.
but the extension configuration replace all queue setting so is not the right way, the right way is that 3cx close the queue recording BUG.

somebody else noticed this bug?

regards
Emiliano

 

[JohnS_3CX]

Hi Emiliano,

When queue recordings are not enabled, the settings of the extension will be used. This means the caller will get recorded if the extension has recordings enabled by default.

If you enable queue recordings, a caller has the capability to opt out of recording their call by pressing 3 before the call is answered by an agent. This option, after being enabled, will need to be recorded in the intro prompt, which informs the callers of their options.

There is also an option to OPT IN to a recording, where the calls are not recorded by default and the caller selects if they want their call to be recorded.
https://www.3cx.com/3cxacademy/videos/advanced/call-queues/


If you are after further clarifications, please read this first and provide some basic info about the system
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Then provide a specific scenario including case-specific details as below.

Extension Recording Status: Recording off / Record all calls / Record External calls only

Queue Recording: Allow caller to opt-out of being recorded / Ask caller to be recorded (opt-in)

 

[Emilianik]

Hi, Johns,
i know how it work but in queue recording the opt-in work fine, the intro message warn the caller that if they press 3 the call will be recorded, when they press 3 the recorded call work fine (actually i work with this configuration), instead opt-out don't work, because if they don't press 3 after the intro message, the call should be recorded, but unfortuntely, none call was registered.

i need to register all caller that don't press the opt-out button but this don't work
if i use the registration function for the extension all caller will be registered also the caller that press the opt-out button. and this is a privacy violation.

i think opt-out malfunction is a software bug.

• 3CX Version, Professional Annual 16.0.6.655
• Server OS, Windows Server 2012 R2
• Is the 3CX Server Hosted and where? no is on premise
• IP Phone Make/Model/Firmware fanvil and 3cx app
• Provisioning Method: Local
• Trunk Provider or Gateway Trunk Sip with Messagenet and IRIDEOS
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO only firmware 3cx on fanvil x4u and x6u

thank you
Emiliano

 

[JohnS_3CX]

I think I understand better what you mean now.

Please tell me your PBX version number from the management console

 

[Emilianik]

• 3CX Version, Professional Annual 16.0.6.655
• Server OS, Windows Server 2012 R2
• Is the 3CX Server Hosted and where? no is on premise
• IP Phone Make/Model/Firmware fanvil and 3cx app
• Provisioning Method: Local
• Trunk Provider or Gateway Trunk Sip with Messagenet and IRIDEOS
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO only firmware 3cx on fanvil x4u and x6u

 

[JohnS_3CX]

Hi Emiliano,

Thanks for reporting. Can you tell me if the issue happens specifically when using 3CX mobile apps?

 

[Emilianik]

no the issue happens also with softphone windows

 

[JohnS_3CX]

Ok thanks, we will perform some full testing and see what we will find.