In-Call Announcement of Call Recording

[pastel]

Hi,
I have a client that has reported on multiple occasions that while on a call, they hear a message saying "Your call is now being recorded"

This has happened multiple times, with different participants (cell phones, office phones, internal, external) and all participants hear the announcement.

My client insists that they are not initiating a call recording, however even if they were, this shouldn't be happening....

I came across this post but commenting on it has been turned off.

https://www.3cx.com/community/threads/in-call-announcement-of-recording.55509/

Curious to know if anyone has any idea what could be causing this...

Thanks!

 

[Evolute IT]

One of the external participants probably, but I'd make sure the customer isn't wrong when they say they don't enable it.

 

[VasilisV_3CX]

Hi @pastel,

I agree with @Frederick Marcoux, this is most likely an external application recording the call. You can also search our System Prompts from the 3CX Management Console >> Settings >> System Prompts, which by default does not include any prompt indicating that a call is being recorded.

Another option to consider is if they've added the prompt as a recording to a queue reminding customers that their call is being recorded.

 

[VoIPTools]

Is it possible someone has installed our 3CX Recording Beep tool? That's what it does... plays a "beep" every 15 seconds if the call is being recorded...

 

[pastel]

Where would I find the tool if it were installed on a Hosted by 3CX instance?

 

[VoIPTools]

3CX support has requested that we install our tools on a separate server/VM. While we can work with a hosted 3CX server (Windows or Linux), the actual tool would be installed on a separate Windows server.

 

[pastel]

Ok, so then it would not be that, but thanks for the input, I was really excited that we had found a possible cause haha. Still an unknown though...

 

[VoIPTools]

I am certain, then, that it is one of the other participants (another phone system) that is generating the message. This is not a feature available in 3CX which is why we built the add-on tool.