Unable to record normal conference calls on 3CX Hosted

[MarcoCosatto]

• 3CX Version, e.g. Pro Annual Hosted
• Server OS: hosted instance
• Is the 3CX Server Hosted and where? Hosted by 3cx
• IP Phone Make/Model/Firmware: mobile app for iOS
• Provisioning Method: Local / VPN / STUN / SBC: SBC for local ip phones (not involved in the problem), direct for iOS apps
• Trunk Provider or Gateway Make/Model: VoipVoice
• Has the Firewall Checker passed: YES / NO: YES, I believe (everything is working fine)
• Are custom Phone Templates being used: YES / N: NO

One of my customers noticed a weird behavior on 3cx hosted platform, may apply to other type of instance:
1. Internal extension 1 calls external phone number 1;
2. Internal extension 1 puts external phone number 1 on hold;
3. Internal extension 1 dials external phone number 2;
4. Internal extension 1 joins all calls in conference call;
5. Conference call between internal extension 1 and external phone 1 and 2 is correctly established;
6. Internal extension 1 starts recording, apparently recording is running during the whole conference call;
7. Internal extension 1 hangs-up;
8. The recording doesn't exist in the admin panel or on the extension panel;
9. No failure is being notified in any way.

The user performing the recording has full privileges and can record 1 to 1 calls just fine.

What puzzles me is:
1. if conference calls can't be recorded, why is the record button enabled and apparently working?
2. if conference calls can be recorded, where is the recording?

Thank you in advance.

 

[VasilisV_3CX]

Hi @MarcoCosatto,

We're aware of this issue and it is being looked at. The data itself is there, but the database entry is not updated and therefore does not show in the management console.

Because the data is there, you can access it by creating a Full Backup (including recordings), downloading it and finding it under recordings. It will show as [number]-700.

Hope this helps.

 

[MarcoCosatto]

Thanks for your quick answer!
That’s great news for the customer, since at least one of the recordings is very important.
I will look into a full backup as you suggested and I will let you know!