Extension recording overrides queue recording settings - 3cx v20

[pacifique100]

3CX Version: v20

Issue:
Extension recording settings override queue-level recording, preventing selective queue recording with shared agents.

Current configuration:
- Extension [100]: Recording = OFF, No start/stop rights
- Queue 1 [300]: Q call recordings = ENABLED (with opt out)
- Queue 2 [400]: Q call recordings = DISABLED

Expected behavior:
Queue 1 calls → Recorded ✓
Queue 2 calls → Not recorded ✓

Actual behavior:
□ Queue 1 not recording
□ Queue 2 not recording
□ Both queues not recording regardless

is there way to enable queue recording while the extension recording is set to off ?

 

[AbdullaR_3CX]

Hello @pacifique100
Regarding what you're experiencing, please note that the recordings are based on the user/extension, not on the queue. If recording is enabled for the user, all calls will be recorded or only the external calls; no matter which queue they come from, it's always managed on the extension level.

If you'd like more flexibility, you can give the user the ability to start / stop recordings from their Web Client or Mobile App.
You can enable this under: Admin Console > Users > Options Tab

About the Opt-in / Opt-out recording feature in queues, here’s how it works:

• Opt-In: By default, the call is not recorded. If the caller presses DTMF 3, the recording will be enabled. For this to work, the agents in the queue must not have recording enabled on their extensions.
  
  
• Opt-Out: By default, the call is recorded. The caller can press DTMF 3 to disable the recording. In this case, the agents must have recording enabled on their extensions.

This feature is controlled by the caller, not the agent. You can use a queue intro prompt like:
"For quality and service purposes, this call may be recorded. If you do not wish to be recorded, please press 3."