Segregating Call Recordings by User Type

[chris bull]

Hi,

I've recently joined a business that uses 3CX to run our phone system across the business - which includes a small contact centre that I am responsible for.

As you would imagine the contact centre manager that works for me is keen to be able to listen back to calls from her team for quality control etc.

We've been told by our IT team that in order to access call recordings we need to request them from IT individually, as being granted access to the call recordings capability would "give you the ability to listen to any call across the business, not just the contact centre.."

I was staggered that a solution like 3CX wouldn't have the ability to restrict access to recordings by user/ user profile etc. It feels like a pretty basic bit of functionality.

So my question to the community is - does this sound right, or am I being fed a line?

And if it is correct, has anyone implemented a workaround to this problem?

thanks

Chris B

 

[Chris_F]

Hi Chris,

You can restrict access to viewing call recordings on an extension group basis. If you were to create a contact centre group and place the extensions as well as the manager in it this would allow you to grant access to the manager to only recordings from that group.

Hope this helps!

Kind Regards,

 

[Saqqara]

This is not correct , you setup groups to manage what can be done

https://www.3cx.com/3cxacademy/videos/intermediate/extension-groups/

https://www.3cx.com/docs/manual/pbx-extension-management/#h.fpqz8iz4wa59

 

[chris bull]

thanks guys!