Dismiss Notice
We would like to remind you that we’re updating our login process for all 3CX forums whereby you will be able to login with the same credentials you use for the Partner or Customer Portal. Click here to read more.

Recording transfered calls

Discussion in '3CX Phone System - General' started by Brady, May 3, 2017.

Thread Status:
Not open for further replies.
  1. Brady

    Joined:
    May 3, 2017
    Messages:
    4
    Likes Received:
    0
    Hi All, does anyone know if it is possible to record calls after they have been transferred to a phone outside of the PBX?
    Currently when a call is received it is recorded up until the point of it being transferred, then the recording ends.

    In other software such as FreePBX the entire call can be recorded as soon as it hits the trunk, is this possible with 3CX?
     
  2. Panayiotis_3CX

    Panayiotis_3CX Support Team
    Staff Member 3CX Support

    Joined:
    Apr 26, 2017
    Messages:
    165
    Likes Received:
    7
    Hello @Brady,

    The PBX records calls within the PBX. It cannot record a call that is not somehow incorporated with it. In other words if the caller/callee is an extension of the PBX the call will be recorded.
     
  3. Brady

    Joined:
    May 3, 2017
    Messages:
    4
    Likes Received:
    0
    Isnt the call still handled by 3CX even after it has been transferred?
    External call > 3CX > External call
     
  4. Panayiotis_3CX

    Panayiotis_3CX Support Team
    Staff Member 3CX Support

    Joined:
    Apr 26, 2017
    Messages:
    165
    Likes Received:
    7
    @Brady,

    When you transfer a call to an external number, no 3CX does not handle the call. However, if for example you have an extension that also has the setting to ring the mobile at the same time, and the call is answered from the mobile, the call will remain in the PBX, and will be recorded.
     
  5. Brady

    Joined:
    May 3, 2017
    Messages:
    4
    Likes Received:
    0
    So if 3CX does not handle the call how come it still logs the call time and shows the call as in progress?
    This is a call from my mobile > 3CX > External number (transferred)
    [​IMG]
     
  6. Panayiotis_3CX

    Panayiotis_3CX Support Team
    Staff Member 3CX Support

    Joined:
    Apr 26, 2017
    Messages:
    165
    Likes Received:
    7
    @Brady,

    This happens because the SIP goes through the PBX, but not the audio. This is why you can still see the call in the PBX, but it is not recorded.
     
  7. Brady

    Joined:
    May 3, 2017
    Messages:
    4
    Likes Received:
    0
    @panayiotis_3CX,

    I don't suppose there is any way to keep the audio within the PBX when the call is transferred?
     
Thread Status:
Not open for further replies.