Record call on queue level not working

[ArneDery]

For demo purposes I'm setting up a flow where one of my queues always needs te be recorded, on department level, transcription is enabled.
Which would provide me with a sales flow which always has audio recording with transcriptions at hand.

Settings below:


If I'm calling the queue the call does not get recorderd. (Version 20.0 Update 7 (Build 979 Beta) )
Recording, happens on server (local disk) and plenty of space is still available.

When I manually record the call with one of the users in the queue. Then recording and transcription is ok
Looks like the record option for queues is not followed


What am I missing?

 

[KyriacosS_3CX]

The Agents Extension needs to have recording enabled, it's an extension level, not department level switch.

 

[ArneDery]

The Agents Extension needs to have recording enabled, it's an extension level, not department level switch.

This would mean that all external conversations are recorded and not only the ones from the queue were recording is enabeled?
Then what is the function to have record calls on queue level?

 

[KyriacosS_3CX]

Without it only non-queue calls are recorded. The master switch for recordings is on the extension.

 

[ArneDery]

Without it only non-queue calls are recorded. The master switch for recordings is on the extension.

Thanks for the info.

Seem a bit overkill to record all users calls, if only the queue calls are needed. Quite often there are only certain queues where the call recording applies and then a intro message could be played for only that queue that recording is enabled.

 

[KyriacosS_3CX]

Though this way does cover callbacks etc, and you would expect a company to get an agents permission to record all calls.

 

[KyriacosS_3CX]

By the way, if this is more suitable for your needs, queue recordings where the Caller presses 3 to request the call to be recorded work without the need for the Agent to have recordings set to on. So if you are in an opt-in only jurisdiction, this should cover your needs.

 

[ArneDery]

By the way, if this is more suitable for your needs, queue recordings where the Caller presses 3 to request the call to be recorded work without the need for the Agent to have recordings set to on. So if you are in an opt-in only jurisdiction, this should cover your needs.

Thanks for the extra reply and suggestion.

In a lot of companies users do a cross function job. Which require them to be in multiple departments and queues. For them recording with the current recording rules to be on user level, this is not possible. Legal calls should be recorderd, private HR calls for example should not.

 

[Benedikt Machens]

Without it only non-queue calls are recorded. The master switch for recordings is on the extension.

Hi,

from my tests I see, that if an agent presses the record button, it doesn't matter if the caller press 3 to Opt Out, it will be still recorded. Is this works as designed?

I would expect, if some opt out to be recorded, the system wont allow the agent to record the call


And we also would like to have Queues to record call on their selfes without the "master switch on extension level". I feels much better, when you have 20 Queues and only want 2 to be recorded. "Record everything we can" is a bit against some small laws