Solved Forwarded calls recording

[Suri]

Hi,

Is there a way to record calls forwarded to an external number in 3CX?

We have a call center overseas which is supposed to handle overflow and certain out of hours calls.

Before 3CX, our old phone system had an option to set the external number as a Ring Group and all the calls that were forwarded to that number would be recorded too.

Now, we are unable to record the calls that are forwarded. I saw "ring mobile" mentioned on some posts but the number we are forwarding to is just a regular landline number.

I have tried setting the number as the extension's mobile number and forwarding calls to mobile but the calls are still not recorded. The extension has "record all calls" options selected.

In Recordings tab, there is a record that shows the call though, it does create a file but there is no audio. I tried downloading the file and the file size is 1kb, so it creates the file but does not actually record. I have checked "pbx delivers audio" option as well but still no recorded content.

We are running the v16 Pro edition.

 

[JohnS_3CX]

Hi Suri,

Recording is for extensions (not RG or Queues or forwarded destinations).

This is the only exception is if you have a dummy extension with the destination number of the overseas call center set under "Mobile" and enable ring my mobile simultaneously then it will record the audio. The status of the dummy extension must be set to available.

 

[Suri]

Hi,

In the scenario we have, we do have a dummy extension with the destination number of the overseas call center set under Mobile and have the ring my mobile option selected. It does create the recording file, we can see the recordings in the extension's folder but there is no audio. It creates an audio file that goes for 0 seconds.

As another test, we tried setting an actual mobile number in the Mobile field of one extension, had the call forwarded and had the ring my mobile option selected. It did not even create the recording file for that. If you do not enable call forwarding to mobile, it records the call made to that extension but if you forward it, you can not see the recording file created in activity log.

What could be the possible reasons for that?

 

[Suri]

Hello again,

I got it working, I think I misread the instructions, sorry about that.

I had ring my mobile option but I had the call forwarded to mobile in case the call was not answered.

I did not realise that it should ring both devices and be answered on the "Mobile" to get recorded. The issue now is it creates two sets of recording, one from the calling number to the extension and the other from the extension to the Mobile number. Is there a setting that we can use to have only one recording for that call?

 

[JohnS_3CX]

Hi Suri,

Please tell me the version of your PBX as it appears on the 3CX dashboard?

 

[Suri]

Hello,

The pbx version is 16.0.2.910

 

[JohnS_3CX]

Hi Suri,

The recording takes place twice because you in fact have two calls taking place:

1. From the Trunk towards the dummy extension (an incoming call)
2. From the extension towards the call center (an outgoing call)

 

[leejor]

I would choose the "ring my Mobile" option only, then, depending where you want all messages to be left, set the mobiles voicemail timeout to more or less than the 3CX voicemail timeout. The drawback is that if the mobile is off, or has no signal, it's voicemail will answer immediately.
So...the the question is, where do you want the majority/all voicemails to be left, and, do you want to be activating and deactivating forwarding.

 

[JohnS_3CX]

@leejor I think Suri just wanted to record the outgoing calls to a call center, not to collect voicemail. He was getting dual recordings because there were 2 SC taking place

 

[leejor]

Yes, sorry, re-read the original post.

 

[Suri]

Yes, we actually wanted just the calls going to the call center to be recorded. We sort of guessed that since it is two calls it would be two recordings but just want to confirm if there was any way to get around it.

Thank you for your help.