Trying to record transferred call to cell phone.

[IPONEWBIE1]

I have a customer that is ready to cut a check for a IP500 system on one condition, that it can record transferred calls using contact store. Here is the situation.
This is a service company that wants all the calls to come in on one number but the dispatcher will transfer the calls to different technicians throughout the day. The calls will be transferred to their cell phones so the customer has the feeling that they are dealing with someone in the office. The owner wants all the calls recorded to make sure the customer is being handled correctly.
When the call gets transferred to a external phone # the recording stops at that point from my testing.

Has anyone had experience with this? Like said it will be holding up a sale if I cant make it work

 

[Maxwell1001]

set the recording on the line side not the extension

incoming call route & voice recording.., try that

ACA - IP Office
ACS - IP Office

 

[TomMills]

would that help for outbound calls?



Never argue with an idiot. bystanders won't be able to tell the difference.

 

[kholladay]

Mobile Twinning will continue to record even if the call is twinned to a cell phone.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[TomMills]

I was going to suggest mobile twinning. im pretty sure i can record calls MADE from my mobile too if i use ONEX. it just takes too long to dial for my liking.

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[Maxwell1001]

the originalpost said "This is a service company that wants all the calls to come in on one number" these are incoming service calls...so just standard incoming call route calls will be fine

but that said

the call that you really want recording is always the call that isnt..

ACA - IP Office
ACS - IP Office

 

[TomMills]

yeah but the rest of the post says that the calls will come in, then be transferred off switch, and its the off switch leg that needs to be recorded.

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[Maxwell1001]

yeah but the call is still an incoming call...so recording against the ddi on the incoming call route is fine this call has still hit this ddi and has still used the incoming call route regardless of where the call is transfered to as the original call is still active...thats my understanding of it anyway..

ACA - IP Office
ACS - IP Office

 

[TomMills]

Hmmm, i see your point. will have to test it.

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[Maxwell1001]

from the help file it says

*incoming call route recording continues for the duration of the call on the system.



ACA - IP Office
ACS - IP Office

 

[Pepp77]

I can confirm that if you set the recording on the incoming call route it will continue to record for the transferred off switch part of the call.

I have just tested.

 

[TomMills]

well well well. learn something everyday.

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[IPONEWBIE1]

I have set the call recording in the ICR and still no luck. The ICR points to a hard phone which is set forward unconditional. I just tested and still nothing. IP500/4.2/PRI/54xxphones/

 

[Maxwell1001]

removing the forward unconditional and transfering it to the mobile

ACA - IP Office
ACS - IP Office

 

[Pepp77]

Correct it doesnt work on forward unconditional - it only works when the transfer off switch is done manually.

I have tested with both extensions recording on and off - and it makes no difference to whether the ICR recording works or not.

 

[IPONEWBIE1]

This stinks!!! I can gain a IP500 sale on this one condition. I have tried it anyway possible. Any ideas on maybe running it through VMPro???

 

[tlpeter]

You could try it with putting the mobile numbe rin the destination field with of course the prefix

This is seen differently then a unconditional forward

ACS - Implement IP Office
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!

 

[Pepp77]

TLPeter - tried that - doesnt record the call either.

 

[tlpeter]

Then mobile twinning is the only solution
You can use a virtual user for it but will cost a license
The virtual user does not need to be logged in if it is set at that user !!!

ACS - Implement IP Office
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!

 

[IPONEWBIE1]

Tlpeter- I will try the twinning and report back the progress. For a twinning license it is like a dime holding up a dollar, if it works it will be worth it for the sale.