Conference calls are not being recorded

[ITUtility]

• 3CX Version, Enterprise Annual 16.0.655
• Server OS, Windows Server 2012 R2
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware: We use the 3CX app for Windows 16.3.0.179
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model: Comcast
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

When a user initiates an ad-hoc conference call, the call is not being recorded. For example, user A gets a call from outside line B and must conference in a translation service C. The initial call from A to B is recorded, but when the translation service C is joined to the call in conference, it stops recording. None of our users have the option to start or stop recording on their own, every line is set to "record all calls".

This is not isolated to a single extension, it happens on all that we have tested.

Regular calls are being recorded as normal.

Can anyone offer a resolution to this issue?

 

[leejor]

How is the user (A?) initiating the conference call?

 

[ITUtility]

While user A is on a call, they put the person B on hold and call the second party C (on line 2). Once both parties are on the line, they press the conference button and select the line of the original caller, joining all parties in a conference call.

 

[leejor]

What type of sets are these, or is this all using the Windows App?

See Johns reply in this...
https://www.3cx.com/community/threads/what-is-the-proper-way-to-do-a-normal-conference-call.66277/

I'm going to assume, until I hear otherwise, that recording is stopping, for some reason. because the set (if not using the Windows App), is doing the conference.

 

[ITUtility]

We are using the Windows app.

 

[ITUtility]

What type of sets are these, or is this all using the Windows App?

See Johns reply in this...
https://www.3cx.com/community/threads/what-is-the-proper-way-to-do-a-normal-conference-call.66277/

I'm going to assume, until I hear otherwise, that recording is stopping, for some reason. because the set (if not using the Windows App), is doing the conference.

We are using the Windows app.
Thanks for the response, but we are not having an issue conferencing the calls, they are conferenced just fine. The issue is that once the calls are joined in a conference, that portion of the call is not recorded. So we will have a recording leading up to the point of the conference and then nothing after.