Recording Transferred Calls

[fibres]

Hi Guuys

I have a new campaign where we are passing the call off to a 3rd party for verification.

The process is as follows. Agent selects transfer-conf and then park customer dial. The agent then gives customer info to the 3rd party and leaves the conference.

What I am wondering is if it is possible to continure to record the call while the 3rd party is doing their bit?

I have recording set to ALLFORCE but it seems to be finishing the call recording as soon as the agent leaves the 3-way call.

Regards

[Acidshock]

If the agent leaves the call and the call is not residing in another campaign in the system then it will not record. It is sort of a pain. There are several ways to get around this issue. None are very pretty.

1.You could setup a campaign of remote agents and transfer the call to that campaign. Those remote agents dial the number of the 3rd party. You setup the remote agent campaign to record all calls.
2. Setup a sip gateway that records all calls. Freeswitch, OpenSIP, another asterisk box, etc.
3. Use an outside service to do it such as Kall8, etc.

There might be some other creative ways that some of the other guys know but these are the most common I have seen.

[mflorell]

You can also set up a recording Call Menu and a carrier dialplan entry to send all specially prefixed calls through the recording call menu before going to the default carrier dialplan. Then you just set the special prefix in the campaign as the 3-way dial prefix and you are set. We have set this up for several clients.

[fibres]

Hi guys.

Thanks both for the replys.

Matt, I am guessing that the recording call menu method would cause the calls to be recorded but would not be logged through the lead? Ie I would have to manually get the recordings from the server?

If this is the case then I am guessing the easiest way would be to use the external agents campaign method a d send calls that way.

Regards

[mflorell]

The script you use in the call menu is agi-NVA_recording.agi(this is mentioned in the manager manual), and yes it will log the lead_id.

[fibres]

Hi matt.

Could you possibly provide some more info on this or point me to the right place in the manager manual? I have had a look through the manual and the menu config page but not sure how to set this up.

Regards

[jjohnson78]

I'm having some issues setting this up as well.

Our system is
VERSION: 2.6-345c
BUILD: 120420-1621
using Asterisk 1.4.38

I've set it up so that when an agent using a particular campaign transfers to the third party, the number they are transferring to is prefixed with "777" using the "3-Way Call Dial Prefix" setting. Also, the campaign is set up to switch the caller ID to that of the customer's number using the "3-Way Call Outbound CallerID" setting, and we're using a SIP carrier on all our servers.

Under the "Carrier" settings for each server in our system, I put the following lines in the custom dialplan entry:

exten => _777.,1,Answer
exten => _777.,n,Goto(defaultlog,9${EXTEN:3},1)

This sends the call to the defaultlog call menu, where it meets the call menu's custom dial plan entry that executes the NVA recording script:

exten => _X.,1,AGI(agi-NVA_recording.agi,BOTH------Y---Y---Y)
exten => _X.,n,Goto(default,${EXTEN},1)

(fibres, I hope this can help answer your above question)

It all seems to work up to a point. The problem I'm having is that the recording started by the NVA script terminates as soon as the third party picks up. For example, I placed a call to 727-000-0000 and then did a "Dial with Customer" transfer to phone number 727-111-1111 The output in the Asterisk CLI is:

[Sep 4 10:24:03] -- Executing [8600051@default:1] MeetMe("Local/8600051@default-594a,2", "8600051|F") in new stack
[Sep 4 10:24:03] > Channel Local/8600051@default-594a,1 was answered.
[Sep 4 10:24:03] -- Executing [617270000000@default:1] AGI("Local/8600051@default-594a,1", "agi://127.0.0.1:4577/call_log") in new stack
[Sep 4 10:24:03] -- AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Sep 4 10:24:03] -- Executing [617270000000@default:2] Verbose("Local/8600051@default-594a,1", "VITELITY OUTBOUND") in new stack
[Sep 4 10:24:03] VITELITY OUTBOUND
[Sep 4 10:24:03] -- Executing [617270000000@default:3] Dial("Local/8600051@default-594a,1", "SIP/vitel-outbound/17270000000|65|tToR") in new stack
[Sep 4 10:24:03] -- Called vitel-outbound/17270000000
[Sep 4 10:24:03] == Parsing '/etc/asterisk/manager.conf': [Sep 4 10:24:03] Found
[Sep 4 10:24:03] == Manager 'sendcron' logged on from 127.0.0.1
[Sep 4 10:24:03] -- Executing [58600051@default:1] MeetMe("Local/58600051@default-c22f,2", "8600051|Fmq") in new stack
[Sep 4 10:24:03] > Channel Local/58600051@default-c22f,1 was answered.
[Sep 4 10:24:03] -- Executing [8309@default:1] Answer("Local/58600051@default-c22f,1", "") in new stack
[Sep 4 10:24:03] -- Executing [8309@default:2] Monitor("Local/58600051@default-c22f,1", "wav|20120904-102402_6666_7270000000") in new stack
[Sep 4 10:24:03] -- Executing [8309@default:3] Wait("Local/58600051@default-c22f,1", "3600") in new stack
[Sep 4 10:24:05] == Manager 'sendcron' logged off from 127.0.0.1
[Sep 4 10:24:05] -- SIP/vitel-outbound-00000010 answered Local/8600051@default-594a,1
[Sep 4 10:24:05] == Manager 'sendcron' logged off from 127.0.0.1
[Sep 4 10:24:07] == Parsing '/etc/asterisk/manager.conf': [Sep 4 10:24:07] Found
[Sep 4 10:24:07] == Manager 'sendcron' logged on from 127.0.0.1
[Sep 4 10:24:07] == Manager 'sendcron' logged off from 127.0.0.1
[Sep 4 10:24:11] == Parsing '/etc/asterisk/manager.conf': [Sep 4 10:24:11] Found
[Sep 4 10:24:11] == Manager 'sendcron' logged on from 127.0.0.1
[Sep 4 10:24:11] -- Executing [77717271111111@default:1] Wait("Local/77717271111111@default-0018,2", "2") in new stack
[Sep 4 10:24:13] -- Executing [77717271111111@default:2] Answer("Local/77717271111111@default-0018,2", "") in new stack
[Sep 4 10:24:13] > Channel Local/77717271111111@default-0018,1 was answered.
[Sep 4 10:24:13] -- Executing [77717271111111@default:3] Goto("Local/77717271111111@default-0018,2", "defaultlog|917271111111|1") in new stack
[Sep 4 10:24:13] -- Executing [8600051@default:1] MeetMe("Local/77717271111111@default-0018,1", "8600051|F") in new stack
[Sep 4 10:24:13] -- Goto (defaultlog,917271111111,1)
[Sep 4 10:24:13] -- Executing [917271111111@defaultlog:1] AGI("Local/77717271111111@default-0018,2", "agi-NVA_recording.agi|BOTH------Y---Y---Y") in new stack
[Sep 4 10:24:13] -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-NVA_recording.agi
2012-09-04 10:24:13|agi-NVA_recording.agi|Perl Environment Dump:
2012-09-04 10:24:13|agi-NVA_recording.agi|BOTH||Y|Y||
2012-09-04 10:24:13|agi-NVA_recording.agi|request|agi-NVA_recording.agi
2012-09-04 10:24:13|agi-NVA_recording.agi|channel|Local/77717271111111@default-0018,2
2012-09-04 10:24:13|agi-NVA_recording.agi|language|en
2012-09-04 10:24:13|agi-NVA_recording.agi|type|Local
2012-09-04 10:24:13|agi-NVA_recording.agi|uniqueid|1346768651.89
2012-09-04 10:24:13|agi-NVA_recording.agi|callerid|7270000000
2012-09-04 10:24:13|agi-NVA_recording.agi|calleridname|DC768651W0054519634W
2012-09-04 10:24:13|agi-NVA_recording.agi|callingpres|0
2012-09-04 10:24:13|agi-NVA_recording.agi|callingani2|0
2012-09-04 10:24:13|agi-NVA_recording.agi|callington|0
2012-09-04 10:24:13|agi-NVA_recording.agi|callingtns|0
2012-09-04 10:24:13|agi-NVA_recording.agi|dnid|unknown
2012-09-04 10:24:13|agi-NVA_recording.agi|rdnis|unknown
2012-09-04 10:24:13|agi-NVA_recording.agi|context|defaultlog
2012-09-04 10:24:13|agi-NVA_recording.agi|extension|917271111111
2012-09-04 10:24:13|agi-NVA_recording.agi|priority|1
2012-09-04 10:24:13|agi-NVA_recording.agi|enhanced|0.0
2012-09-04 10:24:13|agi-NVA_recording.agi|accountcode|
[Sep 4 10:24:13] -- AGI Script Executing Application: (Monitor) Options: (wav|/var/spool/asterisk/monitor/MIX/20120904102413__917271111111)
[Sep 4 10:24:13] -- AGI Script agi-NVA_recording.agi completed, returning 0
[Sep 4 10:24:13] -- Executing [917271111111@defaultlog:2] Goto("Local/77717271111111@default-0018,2", "default|917271111111|1") in new stack
[Sep 4 10:24:13] -- Goto (default,917271111111,1)
[Sep 4 10:24:13] -- Executing [917271111111@default:1] AGI("Local/77717271111111@default-0018,2", "agi://127.0.0.1:4577/call_log") in new stack
[Sep 4 10:24:13] -- AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Sep 4 10:24:13] -- Executing [917271111111@default:2] Verbose("Local/77717271111111@default-0018,2", "9-VITELITY OUTBOUND") in new stack
[Sep 4 10:24:13] 9-VITELITY OUTBOUND
[Sep 4 10:24:13] -- Executing [917271111111@default:3] Dial("Local/77717271111111@default-0018,2", "SIP/vitel-outbound/17271111111|65|tToR") in new stack
[Sep 4 10:24:13] -- Called vitel-outbound/17271111111
[Sep 4 10:24:15] == Manager 'sendcron' logged off from 127.0.0.1
[Sep 4 10:24:16] -- SIP/vitel-outbound-00000011 is making progress passing it to Local/77717271111111@default-0018,2
[Sep 4 10:24:27] -- SIP/vitel-outbound-00000011 answered Local/77717271111111@default-0018,2
[Sep 4 10:24:27] -- Executing [h@default:1] DeadAGI("Local/77717271111111@default-0018,2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----16-----0
m") in new stack
[Sep 4 10:24:27] -- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... --16-----0 completed, returning 0
[Sep 4 10:24:27] == Spawn extension (default, 917271111111, 3) exited non-zero on 'Local/77717271111111@default-0018,2'

I think it's that DeadAGI where the recording ends, but I don't know if the issue is that or if "Local/77717271111111@default-0018,2" is the wrong channel to record, and if so how to work around it. Does anyone have any suggestions? Thanks

[williamconley]

You should read the options inside agi-NVA_recording.agi, it has usage instructions.

We've also modified this file a few times for some clients that required these recordings to appear on the lead record.

[jjohnson78]

Fixed it, with an assist from Matt. I wound up having to create two dial prefixes and extensions to get this to work. What needed to happen in my case is sending the call through TRUNKloop before sending it through to the defaultlog call menu.

This is how I modified the carrier custom dialplan entries on each server. Transfers start with a prefix of "777", which triggers the TRUNKloop and redials the extension with a "776" prefix, which is the trigger to go to the call menu:

exten => _7771NXXNXXXXXX,1,Answer
exten => _7771NXXNXXXXXX,n,Verbose(STARTING TRUNKLOOP)
exten => _7771NXXNXXXXXX,n,Dial(${TRUNKloop}/776${EXTEN:3},,To)
exten => _7771NXXNXXXXXX,n,Hangup

exten => _7761NXXNXXXXXX,1,Answer
exten => _7761NXXNXXXXXX,n,Verbose(TRANSFERRING TO CALL MENU)
exten => _7761NXXNXXXXXX,n,Goto(defaultlog,9${EXTEN:3},1)

No changes were necessary to how agi-NVA_recording.agi was being utilized.

[rrb555]

i am trying this but it wasn't working on my end

CLI OUTPUT
[Mar 11 10:06:28] -- Format for call is ulaw
[Mar 11 10:06:28] TRANSFERRING TO CALL MENU
[Mar 11 10:06:28] -- Executing [77612127773456@default:3] Goto("IAX2/ASTloop-2316", "defaultlog|912127773456|1") in new stack
[Mar 11 10:06:28] -- Goto (defaultlog,912127773456,1)
[Mar 11 10:06:28] -- Sent into invalid extension '912127773456' in context 'defaultlog' on IAX2/ASTloop-2316

[fibres]

Hi

I never got this working, TBH I didnt give it much of a try and the customer reuiring it canned the campaign.

~Regards

[williamconley]

check your defaultlog context in extensions.conf and see what dial pattern it is expecting.

[rrb555]

I was able to get this working now, with a slightly different setup using agi-NVA_recording.agi

[williamconley]

good postback. would be better if you posted your actual dialplan

[rrb555]

exten => _7751NXXNXXXXXX,1,Answer
exten => _7751NXXNXXXXXX,n,Verbose(STARTING TRUNKLOOP)
exten => _7751NXXNXXXXXX,n,Dial(${TRUNKloop}/774${EXTEN:3},,To)
exten => _7751NXXNXXXXXX,n,Hangup

exten => _7741NXXNXXXXXX,1,Answer
exten => _7741NXXNXXXXXX,n,AGI(agi-NVA_recording.agi,BOTH------Y---N---Y---N)
exten => _7741NXXNXXXXXX,n,Dial(SIP/VOIP/${EXTEN:3},,tToR)
exten => _7741NXXNXXXXXX,n,Hangup


Have fun

[Nhice]

Hi,

Please help, same problem, I want to capture the recordings of 3rd party even the agent left the conference. Below is my dial plan;

exten => _32341.,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _32341.,2,Dial(SIP/${EXTEN}@TRITEL,,tTo)
exten => _32341.,3,Hangup

exten => _3234011.,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _3234011.,2,Dial(SIP/${EXTEN}@TRITEL,,tTo)
exten => _3234011.,3,Hangup


Please, please, please...

[urmi.l]

Hello,

We are having vicidial and working fine.
VERSION: 2.4-364a | Asterisk 1.4.44 | Single Server | No Extra Software After Installation | CentOS release 5.5

We are having the same issue. We are trying to do 3-way transfer. In this we want the call recording needs to be done in single file. And if the recording is not generated in single file then how can we recognise the two different recordings for manual merge ? Is there any way ?

Below is my CLI :

goautodial*CLI>
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Executing [8600061@default:1] MeetMe("Local/8600061@default-21d0,2", "8600061|F") in new stack
> Channel Local/8600061@default-21d0,1 was answered.
-- Executing [985940000001@default:1] AGI("Local/8600061@default-21d0,1", "agi://127.0.0.1:4577/call_log") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
-- Executing [985940000001@default:2] Dial("Local/8600061@default-21d0,1", "dahdi/g0/940000001||tTo") in new stack
-- Requested transfer capability: 0x00 - SPEECH
-- Called g0/940000001
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Executing [58600061@default:1] MeetMe("Local/58600061@default-9cb0,2", "8600061|Fmq") in new stack
> Channel Local/58600061@default-9cb0,1 was answered.
-- Executing [830900@default:1] Answer("Local/58600061@default-9cb0,1", "") in new stack
-- Executing [830900@default:2] Monitor("Local/58600061@default-9cb0,1", "wav|20130920-173052_940000001") in new stack
-- Executing [830900@default:3] Set("Local/58600061@default-9cb0,1", "CLIENT_NO=20130920-173052_940000001") in new stack
-- Executing [830900@default:4] Wait("Local/58600061@default-9cb0,1", "3600") in new stack
goautodial*CLI>
goautodial*CLI>
goautodial*CLI>
== Manager 'sendcron' logged off from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
[Sep 20 08:00:56] DEBUG[25446]: chan_dahdi.c:11078 pri_dchannel: Queuing frame from PRI_EVENT_PROCEEDING on channel 0/1 span 1
-- DAHDI/1-1 is proceeding passing it to Local/8600061@default-21d0,1
-- DAHDI/1-1 is making progress passing it to Local/8600061@default-21d0,1
-- DAHDI/1-1 is ringing
[Sep 20 08:00:59] DEBUG[25446]: chan_dahdi.c:2373 dahdi_enable_ec: Echo cancellation already on
-- DAHDI/1-1 answered Local/8600061@default-21d0,1
[Sep 20 08:00:59] DEBUG[23595]: chan_dahdi.c:6635 dahdi_indicate: Requested indication 20 on channel DAHDI/1-1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
goautodial*CLI>
goautodial*CLI>
== Manager 'sendcron' logged off from 127.0.0.1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Executing [7759311111111@default:1] Answer("Local/7759311111111@default-1ada,2", "") in new stack
-- Executing [7759311111111@default:2] Verbose("Local/7759311111111@default-1ada,2", "STARTING TRUNKLOOP") in new stack
STARTING TRUNKLOOP
-- Executing [7759311111111@default:3] Dial("Local/7759311111111@default-1ada,2", "IAX2/ASTloop:test@127.0.0.1:40569/7749311111111||To") in new stack
-- Called ASTloop:test@127.0.0.1:40569/7749311111111
-- Accepting AUTHENTICATED call from 127.0.0.1:
> requested format = gsm,
> requested prefs = (gsm|ulaw),
> actual format = ulaw,
> host prefs = (ulaw),
> priority = mine
-- Call accepted by 127.0.0.1 (format ulaw)
-- Executing [7749311111111@default:1] Answer("IAX2/ASTloop-453", "") in new stack
-- Format for call is ulaw
-- Executing [7749311111111@default:2] AGI("IAX2/ASTloop-453", "agi-NVA_recording.agi|BOTH------Y---N---Y---N") in new stack
-- Launched AGI Script /var/lib/asterisk/agi-bin/agi-NVA_recording.agi
> Channel Local/7759311111111@default-1ada,1 was answered.
-- Executing [8600061@default:1] MeetMe("Local/7759311111111@default-1ada,1", "8600061|F") in new stack
-- IAX2/127.0.0.1:40569-6242 answered Local/7759311111111@default-1ada,2
-- AGI Script Executing Application: (Monitor) Options: (wav|/var/spool/asterisk/monitor/MIX/2013092080109_ASTloop_7749311111111)
-- AGI Script agi-NVA_recording.agi completed, returning 0
-- Executing [7749311111111@default:3] Dial("IAX2/ASTloop-453", "dahdi/g0/9311111111||tTo") in new stack
-- Requested transfer capability: 0x00 - SPEECH
-- Called g0/9311111111