Recording external calls only doesn't record IVR calls

[dpap]

Dear All,

Your assistance is highly appreciated.

In my enviroment we are using 3cx Windows Clients mostly for Address book and Switchboard functions while also a voip phone (either Cisco Spa or Yealink T2x) .

Also we have as a policy to record only the external calls and not all of them.

The problem i face is that when a user make a call from 3cx Client it is being transfered to the Voip Telephone device (IVR) and despite the fact that the number is calling is an external this records is not recorded.

At the Call log appears :

6/27/2019 6:21:58 PM	IVR (MakeCall)	NAME (EXTENSION)	answered	00:00:00	00:00:01			IVR (MakeCall) replaced by CALLING_NUMBER
	NAME (EXTENSION)	CALLING_NUMBER	answered	00:00:11	00:00:06	00:00:18	0.10	Terminated by CALLING_NUMBER

Any suggestions will be much appreciated

Thank you in advance

Regards
Dimitris

 

[YiannisH_3CX]

Hello @dpap

To be able to record these calls you will need to enable the option "Record all calls" under your extension settings. The reason is the way "Make Call" works. In short the PBX calls the external number and your extension and transfers you the call. So your extension is essentially performing an internal call so it is not recorded. So you need to enable the "Record all calls" get fully supported devices that do not rely on "Make Call".