Does 3CX have the ability to integrate with 3rd party recording platforms such as NICE Systems or Verint?

[ICSAnalytics]

NICE Systems has a SIPREC integration. Is this something 3CX can be configured to to integrate with? I am unsure about Verint.

 

[ICSAnalytics]

Searching these forums brings up one unanswered thread from 2015

https://www.3cx.com/community/threads/siprec-support.43281/

 

[Evolute IT]

The only thing you can do on a 3CX is watch the recordings folder and upload new files to a cloud service for any purpose. That can only be done after the call ended.

What is your need? Maybe @VoIPTools has something or can do something.

 

[ICSAnalytics]

I think this could work but I think I'd need more robust call data in the filename. For instance not only a start time, but a more specific start time down to maybe even the 100th of a second. I'd also need a duration and/or an end time. Other things like hold times, amounts of holds, and info input from the CFD all would need to be in the filename for this to work.

Lastly, icing on the cake would be some sort of API call that could pause the recording and then pick it back up again.

 

[Evolute IT]

You won't get any hold info either from the CFD nor the recordings. As for call ended, you can look at the CRM integration.

Otherwise, you would need to explain exactly what you need and why, and then I could point you in the right direction.

 

[VoIPTools]

Recently we were asked to selectively upload recordings that meet specified criteria to a service that evaluates the recording content for key words (for example the use of secret proprietary terms), or to evaluate how well sales people are handling calls to give them a score and suggestions for improvements.

As part of this process we upload the optional CDR data 3CX can create (along with a few extra bits of data) along with the recording file. This new feature has been incorporated into our 3CX Recording Manager tool.

Also, we have a REST API that will enable you to programmatically start/stop recording.

What I can't figure out how to get is when a phone call is placed on hold. I can't detect it using the 3CX Call Control API, or in any of the call history. I have heard that hold information may be available in some 3CX logs but parsing logs sounds like a ugly can of worms.

I should point out that 3CX has announced a new REST API and Gateway service intended to assist with 3CX integrations, however, no information has been provided yet regarding the capabilities of these tools. However, perhaps 3CX will provide a REST API for controlling recordings with this new API when it is released. We will have to wait and see...