I'm revisiting this topic because recording all calls to an agent is becoming a real administrative burden.
By law, we need to inform a caller that their calls are recorded. Failure to do this can result in hefty fines. When dialing into the queue that's fine as we have an announcement, but as ALL calls to an extension are recorded then personal calls to that DID are also.
To get around this, I added what I called "Ghost extensions." On Inbound rules, if you directly call an agent who has recording enabled, that call is passed to an IVR dedicated to that ext. A short recording plays advising "All calls to this extension are recorded" and the call is then passed to the agent ext. Initially this worked well as we only had one queue of a dozen people. However as time passed, more departments added recorded queues and we now maintain over sixty Ghost extensions. Just keeping track of who is recorded and who is not is a major effort. When errors are made in assigning extension recording the results run from embarrassing to potential legal battles with Company Directors.
Inbound Rules with Ghost Ext.:
Today, personal calls from doctors, insurance agents, their kids schools, spam calls and the like are consuming a LOT of space on our storage. We do not need to record a married couple fighting over dinner choices or whatever. Nor do we need the additional legal exposure this brings.
What is needed is Queue based call recording. Call the queue, you are recorded. Call the agent directly and you are not. Just that feature would simplify my administration of 3CX immeasurably and save a lot of resources. It would also alleviate trust issues with staff who do not want their personal calls committed to long term storage.
Please, please, please consider adding this feature to your next build. Thank you.
By law, we need to inform a caller that their calls are recorded. Failure to do this can result in hefty fines. When dialing into the queue that's fine as we have an announcement, but as ALL calls to an extension are recorded then personal calls to that DID are also.
To get around this, I added what I called "Ghost extensions." On Inbound rules, if you directly call an agent who has recording enabled, that call is passed to an IVR dedicated to that ext. A short recording plays advising "All calls to this extension are recorded" and the call is then passed to the agent ext. Initially this worked well as we only had one queue of a dozen people. However as time passed, more departments added recorded queues and we now maintain over sixty Ghost extensions. Just keeping track of who is recorded and who is not is a major effort. When errors are made in assigning extension recording the results run from embarrassing to potential legal battles with Company Directors.
Inbound Rules with Ghost Ext.:
Today, personal calls from doctors, insurance agents, their kids schools, spam calls and the like are consuming a LOT of space on our storage. We do not need to record a married couple fighting over dinner choices or whatever. Nor do we need the additional legal exposure this brings.
What is needed is Queue based call recording. Call the queue, you are recorded. Call the agent directly and you are not. Just that feature would simplify my administration of 3CX immeasurably and save a lot of resources. It would also alleviate trust issues with staff who do not want their personal calls committed to long term storage.
Please, please, please consider adding this feature to your next build. Thank you.
