Managing Access to Recordings

[MichaelCarrington]

Hi All,

Cross posting here as the partner/permier forum may not be the best place to get a response.

I'm hoping someone can help me shed some light around the setup for departments/users rolls to achieve a new objective of both providing and restrcing call recording/report access depending on department membership and I'm not sure it's possible to do this nicely in V20?

For example, I have multiple deparments, Exec, Team1, Team2

I need members of exec to be able to report on and and listen to call recordings for everyone in Exec/Team1/Team2 but I also need only the managers role in Team1/Team2 to able to report on and listen to the calls of their respective departments only. An issue I run into is when I add Exec members to Team1/2 all the managers in Team1/2 gain access to the exec members recordings. The only solution I've come up with so far is to set Exec members as System Owners and not be members of Team1/2 to give them access to all recordings without letting the Team1/2 managers listen in on their calls.

Has anyone solved this requirment or is aware of where I'm going wrong?

Any help would be greatly appreciated.

Kind Regards

 

[VoIPTools]

There is not a good way to accomplish this currently in 3CX. But we can help with our 3CX Recording Manager. In our tool, you don't need to worry about giving excess security roles just to implement granular access rights to recordings. You select the department, then the user who should have manager rights, If the user that needs access to the department recordings is not a member of the department, then select "include non-department users" and it will expand the list of users you can chose from to give recording and AI rights.


The best part is that you do not need to give people permissions to the 3CX management console at all. They can do everything they need from our web interface. That includes listening to recordings, downloading, forwarding, adding notes, or you can "Ask AI Anything" about your recorded calls using our enhanced AI features. It would be awesome to ask questions like "how could the agent more successfully overcome objections or ask for the sale"? You can do that with our tool!

Our AI features include automated agent scoring based on questions/criterial you define. Now you can see how agents are performing without a dedicated Quality Assurance team manually listening to every call recording. You do not have to settle for a simple transcription, summary and sentiment score, now you can literally ask anything about your calls, and do it automatically, instantly, and for pennies, and give instant feedback to your agents.