Call Recording

[pgil]

HI
We have call recording set up on our 3CX system. When we receive an external call this is picked up by reception and there is evidence of the conversation between the outside caller and the receptionist in the recorded file then when the receptionist calls an internal extension we hear the internal conversation between the receptionist and the extension but when the receptionist transfers the external call through to the extension there is no recording of that conversation. Any ideas?

 

[DimitrisL_3CX]

Hello @pgil ,

Please be informed that call recordings happens on extension level and not per call.
In your case for example the following recordings will be created :
1 recording is external to receptionist
1 recording is receptionist to extension X
1 recording is external to extension X


You can check the extension that receives the call has the "Record all calls " option enabled.
(Webclient Admin section >> Users >> Select the user >> Options )

 

[pgil]

Hello @pgil ,

Please be informed that call recordings happens on extension level and not per call.
In your case for example the following recordings will be created :
1 recording is external to receptionist
1 recording is receptionist to extension X
1 recording is external to extension X


You can check the extension that receives the call has the "Record all calls " option enabled.
(Webclient Admin section >> Users >> Select the user >> Options )

Yes, that looks like the issue. Of all the extensions we have, the one in question had call recording turned off!! Thanks for your help.

 

[DimitrisL_3CX]

Hello @pgil ,

Thank you for the update.
Glad we were able to help.