missing call transfer recording

[dreedy]

Hello we just started using call transfer and it works great. but we started to see recording not being made even when it was set to force.

I changed these setting in the campaign and this seemed to take care of the issue running inbound_man as we are now transferring calls internally.
Recording Delay 0
Routing Initiated Recording Y


Once in a while the closer side will not record. Example

2020-04-21 10:09:13 729 XFER --Fronter
2020-04-21 10:21:23 628 SALE --Closer

6028623 2020-04-21 10:09:11 731 -- Only recorded the Fronter side of the call.


--Additional issues--
2020-04-24 14:09:46 450 SALE
2020-04-24 14:02:16 301 CALLBK

6059524 2020-04-24 14:09:45 1 ---Only recorded for one second
6059524 2020-04-24 14:02:15 1 ---Only recorded for one second








Have i missed some setting in the campaign to ensure the recording works?

[williamconley]

Inbound calls and transfer calls recording settings are in the Ingroup settings, not the campaign settings. So check both the ingroup and the transfer group settings. You can also enable recordings based on the user. Test with it and see which combination gets you the recordings the way you need them.

[dreedy]

Thank you williamconley i have added the force setting to the inbound groups that are used for transfer. and will see if this resolve the issue or if i will need to go to the user setting also.


That still leaves me questioning why a 450 second call had a 1 second recording for both legs of the call though. do you have any thoughts on that issue?


Thank again for you help.

[carpenox]

Do you have those particular agents user accounts set to recording enabled? Agent Recording:1

Or perhaps changing campaign settings under detailed: Campaign Recording:ALLFORCE

[dreedy]

yes all campaigns are set to ALLFORCE. and yes the users are set to 1 on recording.