Need ability to record ONLY inbound calls

[hdc1234hdc]

Back details:
I'm the IT Manager for a multi-location high-end furniture retailer. We have a 3CX on-prem enterprise setup at main location and SBC's at the satellite locations.

Sadly, sometimes customers lie or forget they agreed to something etc. I'm rare cases our sales reps will stick their foot in their mouths. In either case we could always just pull the recording to resolve the issue.

We are in a two party consent state (Florida). Because of this we have a recording that lets anyone calling in that calls are recorded before being sent to the reception ring group. No issue there. Outbound calls is what creates a legal nightmare.

Unless anytime an employee makes an outbound call. They have to notify the person that they are on a recorded line. If they don't or forget That's a felony here and a huge fine per call that it happens on. We do 80-90,000 calls a month... It's a legal nightmare.

Currently, 3CX only allows choosing to record all (inbound/outbound) external calls and all internal calls. We need the ability to ONLY record inbound calls. Does anyone know of a way or can this be added to the requested feature list?

I tried adding this to the "ideas" forum as a request. Sadly, it says I'm not allowed.

 

[N_G]

Hi - Thank you for the detailed scenario of why you need this feature - this is always helpful. This is possible in v20 I will get you the exact procedure in a few days as our offices are closed this week.

 

[hdc1234hdc]

Hi - Thank you for the detailed scenario of why you need this feature - this is always helpful. This is possible in v20 I will get you the exact procedure in a few days as our offices are closed this week.

That would be amazing! Thanks you.

 

[N_G]

I checked on this and unfortunately you can not do only inbound calls at the moment, it has to be both outbound and inbound.... But such a feature you mentioned could make sense we will look into it. To get around it temporarily you could have separate outbound and inbound extensions or route all inbound calls via a queue. not ideal i know but still.

 

[hdc1234hdc]

You're correct, we need the ability to only record inbound calls to make sure we stay legal in Florida. I'm sure many of your customers in two party consent states could use this ability. Hell, we would be willing to pay additional if we had too. If there is anyway we can help facilitate this ( testing, questions and etc). Please don't hesitate to reach out.

 

[SweetAction]

You're correct, we need the ability to only record inbound calls to make sure we stay legal in Florida. I'm sure many of your customers in two party consent states could use this ability. Hell, we would be willing to pay additional if we had too. If there is anyway we can help facilitate this ( testing, questions and etc). Please don't hesitate to reach out.

If your willing to pay, I bet someone like @VoIPTools could add this function to their Recording Manager software.

 

[hdc1234hdc]

If your willing to pay, I bet someone like @VoIPTools could add this function to their Recording Manager software.

Great suggestion. However, I have reached out to several vendors about doing just that. I'm pretty confident that VoIP tools was one of them. Sadly, I have gotten the same response. Because of the way 3CX saves their recordings. There is no ability to not only filter out outbound call recordings. But it needs to purge them automatically in real time.

Example, if we got sued ( even if it's not related to recordings) and our phone system call records and data on that system we're to be subpoenaed. We would be up the creek if those outbound call recordings were discovered.... Not good.