Recording bug with transfers in Call Reports

[wyztech]

Whenever an agent transfers a call to a supervisor, the Call Center call reports only provide the transferred portion of the call log recordings.

For example:

Call -> 123 with recording on. 123 transfers to a supervisor queue at 300. Supervisor 678 answers and completes the call. Supervisor 678 later wants to review the escalated call and checks the call logs of agent 123. The logs for 123 play the portion of the call that the supervisor completed. Logs for supervisor 678 don't show anything. However, a usable file exists on the file system for the first portion of the call to 123 before it was transferred.

Anyone have any ideas?

 

[jpillow]

Are you sure you have selected record all calls for extension 678? Are there any recorded calls for on that extension on the pbx?

 

[wyztech]

Yes. The recordings are happening and actually exist, it's just in the call logs report it links the wrong part of the call to the original agent.

The recording linked to agent 123 is actually the portion of the call handled by supervisor 678. The recording of the portion of the call by agent 123 exists in the recording -> 123 directory, it just doesn't get linked in the call reports.

 

[wyztech]

Bump?

Can anyone weigh in? Does anyone have similar problems or can someone from 3CX confirm the bug?