Recording a Forwarded Call

[EricTheAvayaGuy]

Hello,

I have an after hours customer service center that takes our CS calls outside of our business hours.

Basically when a customer calls when we are closed they get our after hours message. They can press 3 to transfer to our after hours customer service center.

The Voice Mail system transfers them to a Hunt Group set up in my system. That hunt group has one member which has Unconditional Forwarding set up for all calls. I do have recording turned on for both the group and member but the calls do not get recorded.

Any way to accomplish this?

Eric

 

[amriddle01]

I am fairly sure that is deliberatly disabled as recording two external parties is pretty much illegal in most places, regardless of the fact the seconf outbound call initiates from your system

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[EricTheAvayaGuy]

Thanks,

I figured as much, just wanted to confirm.

Eric

 

[tlpeter]

First, If you set the recording on the incoming call route then the recording continuous when it is transfered even when it is an external number.

second, why transfer to a fake user in a fake group when you can set the external number in the transfer field ?
I guess because of the recording but that si solved when you set it in the ICR.


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[amriddle01]

You sure Peter? I thought of Incoming call route but then I remebered having tried it and it didn't work, perhaps it was just me, but also I do think it's illegal

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[tlpeter]

The docs say that the call recorded when it is on the system
when it is transfered it technically is still on the system


ACS IP Office or is it ACSS
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[hairlessupportmonkey]

you could use a line side recorder like OAK. that might do what you want.

 

[IPOfficeIreland]

I think but haven't proved that if you use a user twinned to an external number it will record the call.

 

[tlpeter]

TheTaker, you are right.
My solution does not work

ACS IP Office or is it ACSS
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[CarGoSki]

Not really tlpeter. A good test would be to fire up delta and look at the smdr. If the call is counted as "continuation" then probably not since the call is not answered locally and is continued as a forward.

It's people like you who generalize.

 

[tlpeter]

I remember trying this for a customer and ended up using mobile twinning like TheTaker says.
They forwarded there phones to there cell phone and it did not record them.
Using twinning solved this.


ACS IP Office or is it ACSS
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[CarGoSki]

gotcha

It's people like you who generalize.