Call Recording [TOP]

Please let me know if that change was made to both options in FreePBX and that it has been applied. If it has already, try an on demand recording of an incoming call and include CLI output in your response.

Scott

Thanks for the suggestion Rob - Unfortunately it made no difference.

Dictation was already disabled, so enabled, tested, disabled, tested, enabled and tested. All failed to record when pressing *1 during a call.

Call Recording

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I am not sure why this is occurring. When I setup my asterisk systems, after setting the options specified above, recording on demand works great. I use the PBX-In-A-Flash ISOs and when it comes to asterisk I am still a newbie.

Thanks for the feed back. It sounds a little bit more complicated than I thought. I was hoping for a setting in the extension that would allow to change the default location setting of a recorded call and directed a mailbox.

Hi. Is it possible to record calls on graphene os? I heard apps are run in separate instances similar to virtual machines and cannot reach top level / root, which is necessary to get access to function recording.

I am trying to find a way to change the storage location for recorded calls. The currently record on my root partition to /var/spool/asterisk/monitor and then by year, month and date. I would like to direct them to record in a special directory on my home partition since it has a lot more room. Does anyone know if this can be done?

We want to have a single number that customers can call. They press 1 for sales, 2 for customer service etc. The call then gets routed to the correct team. A team member answers the calls via Teams and as soon as they answer the recording begins.

When I listen to the recording online it is in stereo. When I download, each speaker is in mono (in right ear or left). Is there a way to download the stereo version? I'm hoping to use it for a podcast.

The users in my organization are becoming concerned after receiving these notification emails that states to the user "an administrator of your RingCentral phone system has turned on automatic call recording on your extension". My employee receives this notification at random and there is no audit log of this interaction. There is no way of turning off this email notification without turning off call recording for the user all together. The other option is to change all user email to one a single email. neither of the option or good enough, I need the employee to still receive email notification of their missed calls. My employee feels as if IT department are listening in on their calls and we need a solution to remove this notification completely or re-word the email in such a way that it doesn't villainize my department. We have been a RingCentral customer for 3 years with hundreds of users and we pay a lot of money for RingCentral services, and we feel as if this problem needs to be accommodated. RingCentral Q.PNG

In the last two years that i posted this, i found my own solution to this problem. I took advantage of Microsoft 365 Security for my tenant. " ". From here i created a rule for the quarantined message to specifically quarantine the message that states, "Call Recording" and it's from RingCentral, basically. From there i can do whatever i need from with the email as a global admin. You can be more specific with your configuration, but my advice would be to explore your tenant or domain options. This won't work for everyone, but this did work for me. Hopefully this helps.

New York University (NYU) strives to maintain the highest quality of customer service while fielding calls to assist the University community. To improve and maintain a high level of customer service, NYU encourages ongoing training and career development for its employees. It also acknowledges that review and performance analysis are necessary elements of a state-of-the-art customer service program. Communication by telephone continues to be a critical tool in providing information, advice, and assistance to members of our community. To that end, individual colleges, schools, institutes, operating units, departments, and/or divisions may develop a customer service call recording and/or call monitoring plan solely for: (1) improving customer satisfaction; (2) assessing and improving processes; (3) creating visible accountability for performance; (4) maintaining quality standards; (5) improving efficiency and productivity; (6) demonstrating compliance; and (7) improving training concerning service calls. Neither call monitoring nor call recording at NYU is to be used for any other purposes. This policy does not form an agreement and may be amended, revised, and rescinded at NYU's discretion.

The purpose of this policy sets forth the rules and guidelines to be followed by all New York University colleges, schools, institutes, operating units, departments and/or divisions when establishing and implementing a customer service call recording and/or monitoring plan. This policy is also to be followed by employees who handle calls that are recorded and/or monitored calls.

This policy applies to all employees involved in the developing, implementing, maintaining, and monitoring of customer service call recording and/or monitoring plans, and all employees who handle service calls that are recorded and/or monitored.

It was not someone but something that applied the noise filter, this is the pure audio I got from the system. That is actually what ZOOM (the video conf tool I used) is giving me. Will look for alternatives or parallel audio recording on participant side in the future.

The classic method for recording conference voices (last week) is to have each person record their own voice. Most of the time, the local voice is good quality and still available even with the conferencing software running. The people all save sound files and forward them to you.

Hi,

I apologize if this question is not in the right place, but it is driving me crazy get the way to solve it.

I just want to record inbound calls, but not outbound. As far as I know, at the trunk configuration you just need to enable Line Recording which record all the calls, without let you filter what you want to record more precisely.

Is there a way to fine tune what exactly you want to record?

Also I take advantage to ask if there is a way to make calls with unknown number. As far as I know at the Queue form you can select a Calling Party Number, but it doesn't allow you select anything else than a correct number in the country. Also I know at the Trunk you can format the FROM sip field. My thought is to select a dummy number at the Queue and then find it at the Trunk from changing the dummy number by a "anonymous" string. But I don't know if it is the right way to do it.

Any thoughts?

Regards

Regarding your first question on recording inbound calls only:

Policies are what determine which ACD calls to record (if the recording is to be retained or deleted).

You'll have to create policies that define what calls to record and policy which defines what recordings should be deleted (i.e. no recording available after the conversation ends).

There is an available Matching Criteria in Policies which allows to define the Conversation direction(s): inbound, outbound.

You could specify inbound only on the policies you will define for call recording to be retained (recording available) and/or outbound only on the policy you will define for call recording to be deleted [you should probably set Delete even if another policy retains to delete on that one].

You usually need to define at least one policy for call recordings to be deleted (recording made unavailable) - either saying that calls are deleted by default (then the recording enabled policy can take precedence if there are most matching criteria compared to this default one), or saying that outbound calls are deleted (with the Delete even if another policy retains to delete).

Regarding your second question, it is not possible to make outbound calls anonymous if you are using Genesys Cloud Voice (as telephony provider/option).

If you are using BYOC Cloud or BYOC Premise, then the question is for your SIP Trunk provider (ex: Twilio, Vonage, ...). As far as I know, most providers do not allow anonymous outbound calls anymore.

If you enable recording on the SIP trunk, then Genesys Cloud retains all external interactions by default, even without any defined policies. Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

Policies define what to do with different categories of interactions. For example, you can use policies to assign an evaluation to certain interactions, or to delete recordings of some interactions after an amount of time. Policies run against any interactions that occur after you publish the policy: you cannot run them retroactively on interactions that already exist. For example, you cannot create a policy to delete existing recordings. For more information, see Create a recording policy.

If you configure call recording in Architect, call recording consent creates an exception to the default recording behavior. This option allows you to create an action in Architect that asks inbound callers whether they consent to being recorded. If the user says no, then Genesys Cloud does not run recording policies and the interaction is not recorded at all. If the user says yes, then Genesys Cloud runs policies as normal, and the interaction will be processed as usual according to policies, even if the interaction matches a policy that would delete it. For more information, see Enable Participant Recording action.

By default, Genesys Cloud does not continue recording after an external transfer that results in an external to external connected call. However, you can enable this behavior in the external trunk settings under Media. ff782bc1db