Call Recording Difference Between "All Calls" vs "External Only"

[Michael Menor]

We have an issue with call recording where the "External Only" option is selected for a specific extension, but it will not record calls made to external numbers..
Whereas if we set "All Calls" then it will record internal and external calls (as expected).

What's the difference between "All Calls" vs "External Only" calls?
Anyone else run into this?

 

[Michael Menor]

On this extension we had call recording set to "External Calls only"

From the 3CXDialer.log file you can see that the "recordstate" is set to 1 (enabled/ON), however at the end of the log that recordstate changes to 0 (disabled/OFF) (see bold text below, log masked for security)


21/03/15 17:00:34.445|200002| Trc|75|0007|: Upd: Call(797) [Ringing] DN=10001 IP=107 EP=[external number]
Attached: [chid=00000C0F686726CC_797;prevCall=0;prevLeg=0;sip_dialog_set_id=AC_p0BEnZvf6t8vXnahwnw..0cd6b6d47;extnumber=1[external number];devcontact=sip:[SIP Username]@[SIP Gateway]:5060;origdial=[external number];caller_name=[Internal User Display Name];recordstate=1;recordpaused=0]

21/03/15 17:00:34.445|200002| Trc|75|0007|: Upd: Call(797) [Connected] DN=107 IP=10001 EP=[external number]
Attached: [sip_displayname=[Internal User Display Name];lookup_displayname=[Internal User Display Name];prevCall=0;prevLeg=0;devcontact=sip:107@[Internal IP]:5060;directcallctrl=1;recordstate=1;recordpaused=0;sip_dialog_set_id=0_1172645586@[Internal IP]061664042;extnumber=[external number];chid=00000C0F686726CC_797]

21/03/15 17:00:34.445|200002| Trc|75|0007|: Upd: Call(797) [Connected] DN=10001 IP=107 EP=[external number]
Attached: [prevCall=0;prevLeg=0;devcontact=sip:[SIP Username]@[SIP Gateway]:5060;origdial=[external number];caller_name=[Internal User Display Name];recordstate=1;recordpaused=0;sip_dialog_set_id=AC_p0BEnZvf6t8vXnahwnw..0cd6b6d47;extnumber=1[external number];chid=00000C0F686726CC_797]

21/03/15 17:50:07.958|200002| Trc|75|0007|: Del: Call(797) [Connected] DN=107 IP=10001 EP=[external number]
Attached: [sip_displayname=[Internal User Display Name];lookup_displayname=[Internal User Display Name];prevCall=0;prevLeg=0;devcontact=sip:107@[Internal IP]:5060;directcallctrl=1;recordstate=1;recordpaused=0;sip_dialog_set_id=0_1172645586@[Internal IP]061664042;extnumber=[external number];chid=00000C0F686726CC_797]

21/03/15 17:50:07.958|200002| Trc|75|0007|: Upd: Call(797) [Connected] DN=10001 IP=10001 EP=[external number]
Attached: [prevCall=0;prevLeg=0;devcontact=sip:[SIP Username]@[SIP Gateway]:5060;origdial=[external number];caller_name=[Internal User Display Name];recordpaused=0;sip_dialog_set_id=AC_p0BEnZvf6t8vXnahwnw..0cd6b6d47;extnumber=[external number];chid=00000C0F686726CC_797;recordstate=0]

21/03/15 17:50:07.958|200002| Trc|75|0007|: Del: Call(797) [Connected] DN=10001 IP=(null) EP=[external number]
Attached: [prevCall=0;prevLeg=0;devcontact=sip:[SIP Username]@[SIP Gateway]:5060;origdial=[external number];caller_name=[Internal User Display Name];recordpaused=0;sip_dialog_set_id=AC_p0BEnZvf6t8vXnahwnw..0cd6b6d47;extnumber=[external number];chid=00000C0F686726CC_797;recordstate=0]

 

[VasilisV_3CX]

Hi @Michael Menor,

Can you provide more details with regards to your install? I think the 3CXDialer.log is from v15 and is no longer present in v16 as it has resolved various issues since v15. I highly recommend upgrading to v16 as v15 is end of life and is no longer supported.

 

[Michael Menor]

@VasilisV_3CX Correct, this specific client is on V15.5. We've yet to push them over to V16

 

[VasilisV_3CX]

Right, I'd say it's time for an upgrade to v16 then

 

[Michael Menor]

What's the difference between "All Calls" vs "External Only" in regards to call recording?

 

[VasilisV_3CX]

All Calls will set the recording on by default on all of the calls, whereas External Only, only sets external calls recording on by default. Internal calls can still be recorded by clicking the recording icon once the call has been connected.

What you initially reported should not be happening, and I'm unable to reproduce it on v16. To that end, I highly recommend upgrading their system to mitigate any loss of recordings you may be experiencing.

 

[Evolute IT]

Make sure it's not the user disabling recording on the app/browser extension. Only on Enterprise you can prevent that. Otherwise, the users can start/stop recording as they wish.