Record only inbound calls

[cdn123]

Due to GDRP we can only record inbound calls. There was a post that V20 should support this option. Haven't found this feature. Any hints?

 

[jed]

@cdn123

Isn't it "Only record External Calls" you are after?
I didn't make a note of the "Only record inbound calls", but I might have missed this

 

[cdn123]

I thought that external calls are also outbound?

 

[Alejandro_3CX]

Due to GDRP we can only record inbound calls. There was a post that V20 should support this option. Haven't found this feature. Any hints?

You have two options here:

• If the record external calls is enabled, then when the agent dials any external number he can on demand stop the call recording.
• Otherwise, then disable the call recording in the users and use a call queue with the recording OPT IN enabled, by default the incoming call is not recorded, the caller will authorize this using DTMF 3, you can leave an intro prompt in the queue that by default the call is not being recorded, if he opts to be recorded then press 3.

 

[cdn123]

You have two options here:

• If the record external calls is enabled, then when the agent dials any external number he can on demand stop the call recording.
• Otherwise, then disable the call recording in the users and use a call queue with the recording OPT IN enabled, by default the incoming call is not recorded, the caller will authorize this using DTMF 3, you can leave an intro prompt in the queue that by default the call is not being recorded, if he opts to be recorded then press 3.

First option: Not suitable. If an agent dismiss to stop recording, we'll contravened against GDRP.
Second option would be perfect, already tested this but it'll not work if recording in user settings is disabled. When I enable recording in user setting, all external calls (inbound and outbound) will be recorded.

 

[bswisher]

Any chance this will ever be an option? We have the same requirement here in Illinois where "All Party" consent is required for call recording. Deleting the recording after the fact is not acceptable, the law has already been broken at that point. I did see and up voted a feature request that was submitted in 2024 but it doesn't look like it is being addressed. You can sort recordings by outgoing so why can you disable recording using the same variable?

 

[VoIPTools]

You may want to take a look at our 3CX Recording Manager tool. We offer the feature today, along with an extensive list of AI features including "Ask AI Anything" and "Agent scoring" where you can literally ask anything about the call, and include coaching suggestions.

If you want to really benefit from the power of AI, you should take a look.

 

[VoIPTools]

I neglected to address the 2nd point of your concern -- two party consent. Remember, the issue is not whether you can record the phone call, the issue is ensuring you get consent. We can help there too.

I encourage you to take a look at our 3CX recording notification tools. Our website is a little out of date (difficult to keep up with all the enhancements) but there is a video there that can help you understand the basics of our tool. A new version will be coming out in the next couple of weeks that takes three of our tools "3CX Recording Beep", "3CX Agent Greeting" and "3CX Barge Messages" and folds them into one tool that makes it simple to barge into phone calls and play a pre-recorded message either automatically, or as needed. It can play the message once, or repeat every few seconds. For example a quiet little "beep" every 15 seconds.

Concerned your staff will forget to get consent?... remove them from the process and have our tool remember for you. Need to play some boilerplate consent language on-demand?... we can do it. Tired of saying "You have reached the technical support team, this is Matthew, can I have your ticket number" a thousand times a day? Let us do it for you, in your own voice.

We can ensure you get that consent ever time.

 

[leejor]

Otherwise, then disable the call recording in the users and use a call queue with the recording OPT IN enabled, by default the incoming call is not recorded, the caller will authorize this using DTMF 3, you can leave an intro prompt in the queue that by default the call is not being recorded, if he opts to be recorded then press 3.

Why in the world would anyone choose to be recorded? Perhaps if the alternative is that the call is dropped... but still.