Recordings per queue

[Milos Boksan]

Hey all

Is it possible to enable recordings on calls only coming in through a specific queue?

For example the (imaginary) user "Nicolas" is a member of two (imaginary) queues: 100 and 200. Queue 100 is a sales queue, and queue 200 is a RMA queue. I would like the ability to record calls answered by Nicolas, but only on calls that come in through the 200 queue.

I've gone through the forums, and did some testing. I discoevered that recording are done on the extension, and not the queue.
It is my understanding that if Nicolas has recordings enabled, all calls that he answers will be recorded regardless of which queue it comes through.

I've also tinkered with the opt-in / opt-out recording options in the queue.
The button 3 does nothing for me. This setting changes nothing in my particular case.

Anyone have any wisdom how this can be done?
And also any assumptions why the opt-in / opt-out queue recording feature doesn't work for me?

Any info is much appreciated <3

Regards to all

 

[AbdullaR_3CX]

Hello @Milos Boksan
Regarding your inquiry, the recordings are based on the user/extension, not on the queue. If recording is enabled for the user, all calls will be recorded or only the external calls , no matter which queue they come from, it's always managed on the extension level.

If you'd like more flexibility, you can give the user the ability to start / stop recordings from their Web Client or Mobile App. You can enable this under:
Admin Console > Users > Options Tab




About the Opt-in / Opt-out recording feature in queues, here’s how it works:

• Opt-In: By default, the call is not recorded. If the caller presses DTMF 3, the recording will be enabled. For this to work, the agents in the queue must not have recording enabled on their extensions.
• Opt-Out: By default, the call is recorded. The caller can press DTMF 3 to disable the recording. In this case, the agents must have recording enabled on their extensions.

This feature is controlled by the caller, not the agent. You can use a queue intro prompt like:
"For quality and service purposes, this call may be recorded. If you do not wish to be recorded, please press 3."

 

[Milos Boksan]

Dear AbdullaR_3CX

thank you for the clarification. I wanted to try out the info you gave me. The behaviour is exactly as you said it would be.

User recording	Queue Opt-In	Queue Opt-Out	Result
YES		YES	Always recorded by default, the customer can opt-put by pressing DTFM 3 before the call connects
YES	YES		Always recorded
YES	NO	NO	Always recorded
NO	YES		Never recorded by default, the user can opt-in by pressing DTFM 3
NO		YES	Never recorded
NO	NO	NO	Never recorded

Of course the agent can always have control over the recordings, I didn't include that here in the table.

The conclusion is that if a agent has recordings enabled, they will always be recorded by default. As for the question for my original issue, I can only conclude that I cannot set up recording in any way to be done on calls that only come in from a specific queue.

One of two things is needed for this to happen:
1. Instruct agents to turn off recordings for queues that don't need to be recorded
2. Get the customer to always opt-in somehow (this route possibly seems like it would need to be a bit deceptive to work)

Anyways,
Not the answer I was hoping for but the info is much appreciated.

This can be labeled as solved.

Regards,
Milos