Call Recording, Not on the User

[Mike Hammett]

I swore I saw a place to turn on call recording that wasn't the user. Am I just imagining things?

I'm trying to make sure that something upstream from the user has call recording turned on so that I know that any calls that flow through that route, queue, ring group, etc. but I don't see the ability to do that. We forgot to turn on recording for a user and missed some recordings and would like to not have that problem again.

 

[Evolute IT]

I swore I saw a place to turn on call recording that wasn't the user. Am I just imagining things?

I'm trying to make sure that something upstream from the user has call recording turned on so that I know that any calls that flow through that route, queue, ring group, etc. but I don't see the ability to do that. We forgot to turn on recording for a user and missed some recordings and would like to not have that problem again.

The only other place is in the queues.

 

[SweetAction]

@ConceptsWeb is correct (you can turn it on for the Queue), but once an agent answers the call I don't think that recording box does any actual recording of the call at that point. Or at least that's what my testing showed a long time ago (v16 days).

 

[N_G]

You can override recording on off by user in the enterprise edition. Then all calls will be recorded no matter what

 

[Mike Hammett]

You can override recording on off by user in the enterprise edition. Then all calls will be recorded no matter what

Sure, but then you need to remember to turn it on for each new user. The trouble we ran into was that we didn't remember to and we're looking for more fool-proof ways.

@ConceptsWeb is correct (you can turn it on for the Queue), but once an agent answers the call I don't think that recording box does any actual recording of the call at that point. Or at least that's what my testing showed a long time ago (v16 days).

Well that's highly unfortunate.

The only other place is in the queues.

I found this, but the wording made it seem like it was more for enabling someone not to be recorded. I don't want the users to have any discretion.

 

[SweetAction]

Apologies, I did some searching (I told you it was a while ago) and have this post to mention:

https://www.3cx.com/community/threads/call-queue-recording.65920/post-282800

The queue settings control if the caller wants to opt-in or opt-out of recording, it does not control the ability to record the calls. You will need to enable the call recording under each agents extension to able to record calls coming to the queue.
https://www.3cx.com/3cxacademy/videos/intermediate/call-recording/

 

[Mike Hammett]

Sad panda.

I'd like to see that as an added feature. Record all calls that pass through a given queue, ring group, inbound rule, IVR, etc.

 

[QueBall]

The recording setting must be done at the user level. The queue setting only allows you to turn on that option for the caller to press 3 to opt out. The recording button is greyed out and cannot be clicked when that happens so the agent could not record the call otherwise that setting does nothing if the user who answers the call is not setup to record.

If you need something more comprehensive and "foolproof" I found I had to setup recordings with my trunk provider (if supported) so it's recording the full call including any transfers and hold time in the queue. Internal calls would not be covered by that where only 3cx can do the recording. If your trunk provider does not offer recordings then you must make sure to always setup your users properly. Downside of the trunk recording is you cannot link to the recording in your 3cx call report.

 

[Mike Hammett]

*nods* I am the trunk provider, so that won't really help. ;-) It would help others, though.
It speaks to my needing to develop more middleware to generate extension configs that are imported rather than created within 3CX.