Opt-in vs. Opt-out recording

[networkers]

I'm revisiting a question I asked elsewhere but from a different angle:


In my 3CX setup (Enterprise license), I have a Queue with "opt-in" call recording enabled—meaning the caller must press DTMF 3 to consent to recording.


My understanding is: once the caller opts in, the call should be recorded regardless of the recording settings on the extension that answers it.


Is this correct?


If so, that would mean I do not need to set "record all calls" on the extension side for these queue calls to be recorded—because the opt-in feature enforces it.


Just want to confirm that this behavior is expected and accurate under the Enterprise license.

 

[Alejandro_3CX]

Hi let me explain you how you need to use these features in the queue.

Opt In: by default the call is not recorded, the caller may press DTMF 3 to enable the recording, the agents in the queue must have disabled the recordings, so it will be enabled on demand by the caller.

Opt Out, by default the call is recorded, the caller may press DTMF 3 to disable the recording, the agents in the queue must have enabled the recordings, so it will be disabled on demand by the caller.

This is the way you will use the feature, you need to use the intro prompt in the queue to let the caller know about if he wish to be recorded or not by pressing DTMF 3, for example for For quality and service reasons, this call may be recorded, if you do not wish to give your consent to be recorded, please press 3...

Have a good day!

 

[networkers]

Alejandro! You are a superstar! Thank you.

 

[Alejandro_3CX]

No problem, have a good day!

 

[flyingbutter]

Hi just to add to this question, if the incoming caller selects for the call to not be recorded, will the extension being rung know that caller has selected to not record the call?
If the extension will know the call isn't being recorded, how will they know?

 

[NicholasP_3CX]

Hi just to add to this question, if the incoming caller selects for the call to not be recorded, will the extension being rung know that caller has selected to not record the call?
If the extension will know the call isn't being recorded, how will they know?

If they are using the 3CX Apps they will see if the recording is active on their client.

If the caller has opted out of the recording they will not be able to start a recording, as it will be greyed out.

 

[flyingbutter]

If they are using the 3CX Apps they will see if the recording is active on their client.

If the caller has opted out of the recording they will not be able to start a recording, as it will be greyed out.

Right okay and if an extension is answering from a landline phone the notification of if recording is active or not won't be there either?

 

[NicholasP_3CX]

Right okay and if an extension is answering from a landline phone the notification of if recording is active or not won't be there either?

Not on an IP Phone.