Transcription Setting

[stasmour]

Hello Community!

I have an ENT system and i use transcription via OpenAI . I have multiple users all included in the same department and in the same queue. Their voicemails and recordings are being recorded and transcribed. The problem i am facing is that one user must not be recorded or transcribed in any form of communication, both internal and external calls. I can deactivate the user's settings to do not record and transcribe, but when he has an internal call with another user who must have voicemails and recordings recorded and transcribed the user is getting forcefully recorded. Is there any solution to say to 3cx that if this user is included in any form of call do not record and transcribe???

 

[KyriacosS_3CX]

Hello,

This is something that is being investigated by our dev team to become an option - right now the record on extension takes priority over the record off.

Reference:

Post in thread 'Record All Calls, except HR extension'

Mar 19, 2026

Hi @dais
Still in discussion. It's not exactly a task that can be vibe coded. So we definitely need more time.
Bear with us.

• nikolascx

• 

 

[VoIPTools]

I saw last week Nick said he would look into this. So I can confirm what KyriacosS_3CX said above.

If you need something urgently, the only option would be a service that monitors all phone calls and if one of the two extensions in the call is not supposed to have their calls recorded, we could turn it off for the other extension (for this call only). But, and it seems you are already aware, we cannot do anything about an external caller recording the conversation from their end.

The most frequent reason I have seen for this need is when people are calling human resources and need to talk about personal things like harassment, drug tests, etc. The last thing a whistleblower needs is for the boss that is harassing someone to get access to that recorded call.