Call recordings

[kurt5132081]

Hi

I am hoping someone can has come across this issue before and can assist.
we are currently have a call center running on pro version 15 and it is extremely important that all calls are recorded.
we have recently come across an issue whereby the calls get recorded but only one part of the conversation can be heard on the recording (the 3cx client side).

 

[YiannisH_3CX]

Hello @kurt5132081

Can you please give an example of the call flow? Is the call being forwarded to an external number? Also what is the exact version PBX you are on? This is displayed on the Dashboard next to the licence tab.
Are you using a sip trunk, a gateway? Are you using 3CX clients or IP phones? Are these remote or local?
Please provide more details regarding the installation so we can get a better idea of the issue

 

[kurt5132081]

Hello @kurt5132081

Can you please give an example of the call flow? Is the call being forwarded to an external number? Also what is the exact version PBX you are on? This is displayed on the Dashboard next to the licence tab.
Are you using a sip trunk, a gateway? Are you using 3CX clients or IP phones? Are these remote or local?
Please provide more details regarding the installation so we can get a better idea of the issue

Hi YiannisH

Ok so calls come in via SIP Trunk -->DR-->queue--> local 3cx client.

The version we are running is PRO 15.0.60903.0

Thanks

 

[YiannisH_3CX]

only one part of the conversation can be heard on the recording

by this you mean you can hear only one participant of the whole conversation or both participants for a part of the conversation?

Also can you upgrade to the latest V15.5 SP1 and see if you can replicate this behaviour there? From the call flow i really can't see a reason why this would happen and there are no known issues regarding this. So if you can upgrade to the latest version with all the latest fixes that would help us troubleshoot the issue better