Solved Recordings - Enforced (Pro License) - Playing Recording Creates New (Duplicate) Recording

[Alan9846]

Hi All,

I have a client that is wanting to enforce the recording of all their calls (not just external calls).

They have a 'Pro' license, so this can be done, and users are not able to disable call recording, which is fine.

In testing, we have noticed that, if a user (extension) plays back a recording from their webclient, the system seems to regard this as another (new) call, and creates a new (duplicate) recording each time the recording is played, thus cluttering up the recordings list.

Is anyone else seeing the same thing, or could the 3cx system be misconfigured in some way that is causing this to happen? Is there some way to stop this happening?


Thanks,

Alan.

 

[ChrisC_3CX]

This should not happen, in fact, you should be unable to even start/pause recording while a recording playback is in progress.

To start, please provide the relevant information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, could you please provide a screenshot of the playback call that got recorded and the actual recording like so:


Also, provide a screenshot of the actual recording created.

 

[Alan9846]

Hi Chris,

• 3CX Version = Professional Annual 16.0.8.9
• Server OS = Debian 9
• 3CX Server Hosted = No
• IP Phone Make/Model/Firmware = Not applicable (happens with 3CX app on Android and Webclient)
• Provisioning Method: Not applicable (happens with 3CX app on Android and Webclient)
• Trunk Provider = Not applicable (happens on purely internal calls too)
• Has the Firewall Checker passed = Yes
• Are custom Phone Templates being used: No (but not applicable as above)

You mention that I should not be able to 'start/pause recording while a recording playback is in progress' - that is correct in that I am not 'starting' a recording, it is happening automatically (the is a 'pro' license, so the option for a user to selectively control recording is never available for this client).

Just to clarify what is happening:

I have turned on 'record all calls' for my test extension (001) and also allow the extension to view and delete its recordings, but I don't think that should make any difference?

I then made a call from my test extension (001) to another test extension (005)

That call was recorded and shows up in both the webclient for the extension (001) and also under the recordings section of the management console.

All that is as expected.

In the webclient for extension 001, I then click on the 'play' icon.

Both the webclient and my Android 3CX app ring.

I answer the call on my Android 3CX app, and listen to the recording.

I hang up that call.

When I refresh the screen in the webclient for the extension (001) it now shows a second recording, called 'Playfile' with the date and time that I listened to the recording.


I'm not what you mean by 'a screenshot of the playback call that got recorded and the actual recording like so'?

Your example appears to be using the webclient to answer the call, but I am answering on my Android 3CX app.

The webclient momentarily shows the 'answer / decline / send to voicemail' box, but that disappears when I answer the call on my Android 3CX app.

On the Android 3CX app, I see an incoming call that shows as 'Playfile Playfile Incoming Call', and when I touch on 'Answer' the 3CX app screen looks like it does for any active call.

I have attached a screenshot of the webclient, after I have completed the call on the 3CX app, and refreshed the webclient screen - does that help?



Thanks,

Alan.

 

[ChrisC_3CX]

Hey @Alan9846

Thank you for the detailed explanation, my apologies, I had misunderstood the situation due to the fact that you had only mentioned the 3CX Webclient in your initial description.

We are actually aware of the issue you are describing. Once there is an update we'll update this thread accordingly.

 

[Alan9846]

Thanks Chris - I will wait until you post back here.

 

[ChrisC_3CX]

UPDATE: This is addressed in 3CX v18 Update 3. There is no ETA yet but you can keep an eye on our blog and Product Information and Release forum section for news!