Call Recording Inbound & Outbound

[Marie]

Customer says Call Recording in both directions is really important. We
use it all the time for training and we also have certain phone calls that
have to be recorded. With current provider we have it set to "always on" with no
announcement, but there's also the option to have it just "on demand" where
the user can pick and choose which calls are recorded. 

Will these features be available to our customer?

[Karl Stallknecht]

I agree that it is important, but I am curious if maybe 2600hz is worried that it becomes a liability since there isn't an easy or automatic way to notify the customer that the call is being recorded.

[Aaron Gunn]

Hi Marie,
Some of our current customers use a recorded extesion vs. an unrecorded extension and transfer between the two when they wish to activate recording.

In a future release, we may support more recording functionality, but right now it is no different from default Freeswitch.

[Karl Stallknecht]

So default Freeswitch does not have outbound call recording?

Also, are you saying that we could get around this by doing a blind transfer of an outbound call to an extension that ultimately points back to the user who initiates the blind transfer? This method would work as a way to start/stop it, but it wouldn't work for just 100% automatic outbound recording.

[FASTDEVICE]

I believe you can accomplish outbound call recording by using advanced callflows. Create a "no_match" switch case (if it doesn't already exist) and set call recording prior to Global Carrier. I'm not 100% sure, but I remember doing this and it worked.

[Karl Stallknecht]

Oh, good thinking! I'll try this on Monday and see if it works. Thanks!

[Karl Stallknecht]

Wow, thanks!!! This works! I am thrilled! Our clients are going to be SO happy!

I am upset though that 2600hz did not tell anyone this...

[Michael D]

Karl, do you have a screenshot of this working scenario? (outbound)

[Karl Stallknecht]

One customer that really wanted it ended up not wanting to pay us for the call storage so we stopped using it and I don't have any examples already setup. I'd have to re-create it. What is the issue you are running into?

[Michael D]

We have a reseller/Customer that wants to record outbound calls from their agents

[Karl Stallknecht]

What problem are you having when you try to get this to work?

[Michael D]

No problem, just was curious if someone did actually get this scenario to work . I'll try it out
Thanks

[Karl Stallknecht]

Yes, I did, I just don't have any screenshots that I can easily send, sorry! FastDevice's explanation worked perfectly though.

[Logicwrath]

You can record outbound calls by editing the no_match call flow.  Just add a "start call recording" object in front of the Global Carrier.

[Karl Stallknecht]

Yep, this works.

[Darren Schreiber]

So you're aware, we are working on being able to store files (all files - voicemails, call recordings, etc. - you choose which ones) on a per-account basis to outside services. Yesterday I got my first PROTOTYPE DEMO (to be clear, NOT RELEASED!) of it working with Google Drive. We are considering Dropbox and Amazon as well.

We are discussing ways to link the links for Dropbox/Google Drive/etc. into the call logs in the SmartPBX Call Logs section so customers can easily login and get the data.

Do people also want these in the user portal? We don't have a way to do it per-user so I'm thinking no... So the admin of the office/account would be the one to retrieve recordings when they're needed?

[FASTDEVICE]

I discovered an interesting way to provide on-demand'ish outbound recording without having to transfer to a recorded channel during a call (as suggested above).

The "ish" part meaning the user would have to initiate an outbound call with the intent to record. So here is goes...

create a callflow, for my example "*99" and begin with the call record widget. 
Second, add a media file stating "Recording Enabled" to confirm.

(or you can reverse the first two steps as not to record the media file.)

and last, add the DISA widget without a PIN. (Make sure if you have an automated attendant, restrict extension access with a regexp; this is always a good idea anyway)

When a user wants to record an outbound call they dial "*99" hear the confirmation and wait for the dial tone. Then dial a number and that call will be recorded.

[esoare]

I would be fine with an admin only retrieving the call recording.

[esoare]

Any news on if this is in Beta???

[Aaron Gunn]

Hi esoare, the backend will be ready with 4.0, but I don't know if we will have it productized and easy to use on the front end. Most likely we will update this thread with a manual configuration when we have it. Thanks!