Record All Calls Fails When Forwarded To Mobile

[cdolson]

When a call is forwarded to an extension's mobile number, the call is not recorded even if the extension has "Record All Calls" option enabled.

Is this normal behavior?

 

[leejor]

See...
https://www.3cx.com/community/threads/record-forwarded-call.39962/

 

[cdolson]

I did see that, but the answer does not make sense. The PBX is definitely involved in the call, which can be proven by the network logs as well as the fact that it is mediating the connection of the call via the Rebound feature.

There is no technical reason that recording a call forwarded to mobile should not be possible. The PBX is right at the center of the the call.

 

[cdolson]

Evidence that the PBX is routing and managing the call can be seen in the call log. Here's an example of a forwarded call that did not get recorded.

 

[leejor]

Not saying it's not possible, but may just not be available in current version. Call recordinhg is set by extension. If a call is forwarded from an extension that has call forwarding enabled to one that doesn't (or an outside call), should the destination (no call recording enabled), expect that their conversation is not being recorded, as it now terminates at a destination where recording is not normally enabled?

 

[cdolson]

Good point. But in this case it is the mobile number associated with the extension who does have recording enabled, so the permission to record should be implied and inherited by the mobile end-point (which is simply a virtual extension of the primary extension.)

 

[leejor]

You may have to wait for more of an explanation from @Yiannis, as the answer he provided, in the link I posted, seems to assume that the forwarding of the call is being done outside the PBX.

 

[VISA MC]

Set your extension to ring mobile simultaneously, that should allow you to record calls forwarded to outside numbers.

 

[JohnS_3CX]

I did see that, but the answer does not make sense. The PBX is definitely involved in the call, which can be proven by the network logs as well as the fact that it is mediating the connection of the call via the Rebound feature.

There is no technical reason that recording a call forwarded to mobile should not be possible. The PBX is right at the center of the the call.

The PBX is involved in the call as far a the SIP session goes, but the audio does not pass through the PBX in this case and it handled by the provider. That makes the recording technically impossible under this scenario. In a "ring my mobile simultaneously" case, the audio does pass through the PBX and hence can be recorded.

 

[cdolson]

The PBX is involved in the call as far a the SIP session goes, but the audio does not pass through the PBX in this case and it handled by the provider. That makes the recording technically impossible under this scenario. In a "ring my mobile simultaneously" case, the audio does pass through the PBX and hence can be recorded.

This doesn't seem right.... How does the PBX know to connect the call after asking the user via the rebound feature if it is not handling media transport to the mobile? The function of asking the user to press 1 to accept is media coming from the PBX?

Further, how would the PBX know how long the call lasted, as shown in the screenshot, above?

The PBX clearly must be communicating with the mobile via the media channel in order to query the user and time the call.

 

[JohnS_3CX]

The media comes from the PBX while you are in the IVR Rebound menu and making your choice (necessarily because you need to send a command to your PBX). Once you decide to accept the call, the RTP is handed over to the provider, while the PBX maintains the SIP session (hence audio is not delivered by PBX).

The exception is when we are In ring my mobile simultaneously

 

[JohnS_3CX]

A correction on the above statements striked-through:

The session and audio is indeed proxied by the PBX but there will not be a recording taking place.

Recording only takes place in the exception when we use "ring my mobile simultaneously" and you pick up an incoming call via your external mobile line which was destined for your extension.