Unable to recorded transferred calls

[jacalvi]

We're running IPO 9.1 and IPOCC for our call center portion. If I call into a queue and agent-A transfers me to agent-B my call recording stops with agent-A. If it's a cold transfer recording drops immediately. If it's a warm transfer (3-way call) recording continues until agent-A drops from the call.

I have call recording set on the user (External & Internal) and have recording set on the Incoming Call Route for the call center queues.

Anyone know how I can make the system record the call all the way through?

 

[socalsteve]

It will record for duration of call if set through incoming call route but not if set on user. May work if set through the group also?

 

[janni78]

If you use IPOCC you should configure when to record in IPOCC.

See IP Office Contact Center Contact Recorder Configuration.

"Trying is the first step to failure..." - Homer

 

[Greybeard191]

I've had weird results when the recording is set on at both the user level and the ICR level. Try turning one or the other off (probably ICR recording to off).

GB