Record Random Calls

[TagleRock]

Hello All,

I wanted to see if there is a way to record calls at random on 3CX. I saw how to enable recording for all calls on each extension and that works, but I wanted to be able to record random calls. This would save on space on the server, and possibly provide a more honest cross section of calls than if we just record everything , but I haven't found a way to do that yet, i googled around and haven't seen anyone post this specific question. PBX info is below.

OS: Linux
Hardware: Installed as VM on ESXI
Version: 15.5.10244.4

 

[Allen_Miller]

3CX doesn't have an option to record random calls.
I can't imagine why one would want to record calls but only random ones.
You could randomly enable the record option and then randomly disable it.
Or, as another work around, you could record all calls and then create a job to randomly select recorded calls to be deleted.
I think my head is starting to hurt.

 

[craigreilly]

I can see a need to randomly record calls for customer service reasons and not legal reasons.

 

[TagleRock]

I can see a need to randomly record calls for customer service reasons and not legal reasons.

Yup thats it right there. Alot of times call centers will record random calls and a QA team will review these recordings and provide feedback to the manager/employee (I know sometimes they will also just listen in). If you have a call center with hundreds of people working there, fielding thousands upon thousands of calls day, then recording every single call isn't feasible, you would need untold amounts of storage and the load it would place on the server i would imagine would be pretty heavy. Would be cool if it did have this feature as I saw specs on 3CX's site for a 1024 simultaneous call server build, so I imagine the software would be able to handle a high volume environment like this. Either way, I suppose if it doesn't have this ability not much that can be done but hope it comes out in a future update, still a great product though.

 

[Marari]

It would be a bit of a 'crap shoot', but you could use the random dice method.

That is, assign groups to percentiles and roll dice. Assign users to percentiles, and roll dice again. Narrow down till you have a 'random selection' and record those users' calls. Disable. Rinse. Repeat.

It will give you a random selection of recordings, but it is a completely manual process.

(For the record, when I say 'dice', you can use a randomizer to select a number - https://rollthedice.online/en/dice/3d1024 - as an example (replace 3 with number or results you want, replace 1024 with number of extensions - the results are the extensions you record).

Just an idea.

I'd much rather see this as an automated option though. Much easier to execute, though not likely as easy to implement. Post to ideas section maybe?

 

[TagleRock]

Yea i'll most likely post it there and see if it catches on. I'm sure it wouldn't be easy to implement, i know some of the cloud based host voip providers (Nextiva is one I think, and Vonage) provide this service, but I don't really like Nextiva, and we are trying to move away from cloud hosted VoIP except in certain situations.

So, that being said, since we can't automate random recordings, you mentioned recording the users calls, I assume you mean enabling the recording administratively while the user is on the call? That could be a feasible replacement, a QA manager might select certain call center staff and assign those staff to QA workers, who would then go in and record a few different calls throughout the day for the employees assigned to them.

 

[Marari]

So, that being said, since we can't automate random recordings, you mentioned recording the users calls, I assume you mean enabling the recording administratively while the user is on the call? That could be a feasible replacement, a QA manager might select certain call center staff and assign those staff to QA workers, who would then go in and record a few different calls throughout the day for the employees assigned to them.

Exactly. Random manual intervention. Having said that, using that randomizer does provide you with a printable output that can show lack of intentional bias. Keep that in mind for when the "you're picking on me" whining begins.

 

[TagleRock]

How would this be done? Through the 3CX client? Would you listen in on the call and then hit record in the client? Assuming that is the case it would seem this is a pro feature and not available in standard, correct?

 

[Marari]

How would this be done? Through the 3CX client? Would you listen in on the call and then hit record in the client? Assuming that is the case it would seem this is a pro feature and not available in standard, correct?

Extension -> Options -> Record All Calls

That should be available under a standard license.

It's a manual admin (or manager) intervention and the only way I could see this working right now.

 

[TagleRock]

Ah ok, yea I knew about this feature already, its sort of what prompted this question.

Thank you very much for your assistance.

 

[Marari]

Ah ok, yea I knew about this feature already, its sort of what prompted this question.

Thank you very much for your assistance.

Glad to help.