Limit visibility of call recordings to people within the same department

[RobColver]

Hi

I'd like to be able to set a user's role so that they can see all recordings for users within the same department but NOT be able to see recordings for people in other departments. It seems that, in order to see recordings at all, the user would have to have at least the Manager role but I'm concerned that would give them access to recording for other departments.

I'm also a little confused by the "Show call recording" option in Options for each user. Do I need to have this selected or not?
The help text says, if the checkbox “Show call recording” is checked, the user’s recordings are accessible to other departments’ managers, group owners and system owners. Does that imply that if it is NOT checked, it will only be visible to a Manager in the same Department?

 

[Alphabetic]

"Show Call Recording" gives the user the ability to see the "Recording" button from the 3CX Client which will allow them view their own/dpt recordings (depending on role).

If a user is a Manager in Dpt A then they will see all recordings of users in Dpt A.

If a user is also a member of Dpt B and C then they will also be able to see recordings of members in Dpt B and C (because they are a manager).

In terms of the help text for the toggle.. im not sure how accurate that is.. as ive only ever known it to show or hide the option to view recordings in the client.

 

[MM1969]

"Show Call Recording" gives the user the ability to see the "Recording" button from the 3CX Client which will allow them view their own/dpt recordings (depending on role).

If a user is a Manager in Dpt A then they will see all recordings of users in Dpt A.

If a user is also a member of Dpt B and C then they will also be able to see recordings of members in Dpt B and C (because they are a manager).

In terms of the help text for the toggle.. im not sure how accurate that is.. as ive only ever known it to show or hide the option to view recordings in the client.

what if there is a director in department A who wants to listen to all the agents and managers recordings in department A but doesn't want the managers who can listen to recordings to be able to listen to the directors recordings? directory and manager are not referring to 3Cx user settings. all users are set to manager in this senerio.

 

[VoIPTools]

You may want to take a look at our 3CX Recording Manager. In version 20 roles are global. If you want to restrict what recordings a person can see to only their own recordings, or (if a manager) see recordings made by others in the department, we make that possible. Further, if you need to grant permissions to a QA person (or director) who is not a member of the department, you can do that too.

We do even more to enhance 3CX AI features. Take a close look at our "Ask AI Anything" feature. Now you can literally ask anything about your phone conversations. For example, you could request a list of action items, key points discussed, any appointments, how to improve overcoming objections, or how to better close the sale.

And of course there is the ability to automatically score how an agent handled the call based on things like knowledge, courtesy, active listening, following procedure, informing the caller about recording the conversation... etc. You actually can "Ask AI Anything" and have the results immediately sent to the manager and the agent. Want to see how an agent or team has improved over time? You can do that too with historical reports that track agent scores over time.