Only System Owners can hear or download call recordings

[Juan Maldonado]

Hello,

I've been trying to allow a user to monitor call recordings.

We have tried with every role, but the only role that actually allows him to hear the recordings is the System Owner. The issue is we don't want him to have all the permissions a System Owner has.

Some roles, specifically Manager and Owner, do allow him to view the call report. But whenever he clicks to hear or download the recording he gets an error message (same for both roles). These messages disappear when he is assigned the System Owner role.

The screenshots are in Spanish, but I will translate them here.

When trying to hear a recording (view screenshot): “File not supported by your browser”



When trying to download a recording (view screenshot): “You tried to access a forbidden resource or your IP has been included in a black list”



His IP is not on the blacklist in Admin > Advanced > Blacklist.

I believe this is a bug, as documentation implies both of these roles should be able to hear the recordings.

Manager: https://www.3cx.com/docs/manual/create-extensions/#:~:text=They can see reports and recordings.

Owner: https://www.3cx.com/docs/manual/access-roles/#:~:text=Reports & Recordings

Thank you in advance for your help.

 

[TheodorosG_3CX]

Are there multiple departments?

 

[Juan Maldonado]

Are there multiple departments?

Hello Theodoros. Thank you for your question. There is only one department for all users.

 

[TheodorosG_3CX]

We are aware of this issue and it has been fixed in the upcoming update.

 

[Noel Evolution]

Add another v20 upgrade to this list. I also have this exact same issue.

 

[Noel Evolution]

Is this going to be in any of the release candidates? We had to give our clients full access due to their business needs with legal issues.

 

[montri]

+1 on version 20 as well.

 

[NicholasP_3CX]

The ability to see recordings and reports is available for Managers, Department owners and System Owners.

 

[montri]

@NicholasP_3CX

I have client that need access voice recording and report -- this is able by using manager role, but there are the client that only need to allow Voice Recording but not report, How I can do it?

 

[OlegR_3CX]

@montri Hi there.
The roles are set there and not customizable