Call recording access

[Tallpaul400]

We are planning upgrades to V20 and have multiple customers v18 that have various levels of call recording access set up via group permissions. Some users have access to all calls while others only have access to certain departments recordings. Is this possible in v20? Some of them only need to be able to see call recordings of certain departments and not all the call recordings.

 

[DimitrisL_3CX]

Hello @Tallpaul400,


Owner and Manager roles can have access to the recordings for the departments that they are part of and they can see them only from the three dots menu ( ... ) >> recordings.

System Owner role has system-wide access to the recordings and can see them from the Admin Console >> recordings. they also get the filtering options.

Please see also our guide User Access Roles Explained

 

[fhoffens]

I have the same problem.

I have clients that in version 18 could download recordings with user role + access or special rigth to view and download recordings massively.

It is missing an administrator role for recordings.

It is not logical to have to give System Owner permission to access recordings in the admin/recording menu.

Please consider a custom role manager.

 

[Ironwood]

I have the same problem.

I have clients that in version 18 could download recordings with user role + access or special rigth to view and download recordings massively.

It is missing an administrator role for recordings.

It is not logical to have to give System Owner permission to access recordings in the admin/recording menu.

Please consider a custom role manager.

A permissions manager would be a big plus for our operation. I would like to be able to assign permission for users to download their own recordings and assign permissions to users to download recordings from other users who are not managers or owners.

 

[VoIPTools]

You may want to consider our 3CX Recording Manager tool. There are many, many features but the one that addresses the purpose of this post is the ability for a "user" to login with their extension number and web password and see a list of their recordings.

From the list, they can search by any detail (from/to, date, etc.), listen, download, or email the recording directly from within the web interface. They can also add notes, and review their "score" for how well they handled the call.

Managers can view/listen/email recordings made by anyone they manage, as well as add notes and enter agent scores based on criteria (questions) you specify.

In the next version scheduled for release this Friday, we add a slew of AI related functions including the ability to ask any question you choose about the recording and get an answer. For example, you could ask whether the agent remembered to inform the caller that the call is being recorded, or whether there were any appointments scheduled, or what were the list of key items discussed, or perhaps if there were any assignments made, and to whom. There really are no limitations to what you can do with our tool.