Can you configure 3CX to only record calls coming in from Call Queues? (2024)

Greetings,

Management is interested in activating call recording for our calls coming in via our call queues. Is there a way to do that or can I only configure it at the extension level?

Calls are currently recorded at the extension level, so all calls an extension will be recored, not just calls from queues.

https://www.3cx.com/3cxacademy/videos/intermediate/call-recording/

What @leejor says is true but you could maybe utilize the Queue Recording feature which allows callers to opt in or out of Call Recording:

Call Queue >> Edit >> Advanced

That said however, the following applies for the two options:

1. Allow caller to opt-out of being recorded: Callers can press 3 while waiting in the Call Queue to opt-out of call recording but call recording must be enabled on the extension level for the call recording to start in the first place. If it is not, the call will not be recorded regardless of what the caller presses.

2. Ask caller to be recorded(opt-in): Callers can press 3 while waiting in the Call Queue to opt-in for call recording. With this you could have call recording disabled on the extension level and have callers enable recording for their call while waiting in the call queue by pressing 3.

For your scenario you could potentially use the second option, although the problem is that, if a caller does not press 3 to opt-in, the call will still go through but will not be recorded. Do note that if your users are using 3CX Clients, they could tell if the call is being recorded once the answer the call(Record button will be light blue).

I encourage you to take a look at our 3CX Recording Manager tool. Currently, this tool can restrict recordings to only inbound external calls, but we could easily expand the restrictions to only record queue calls.

This tool eliminates the need to give staff 3CX console access to listen to recordings. Managers only see recordings made by people they manage. You can archive recordings yet still search and play the archives from your browser. You can add notes to recordings, get full transcriptions, and score how well the agent handled the call based on criteria you specify. You can even automatically upload recordings to an external service that monitors for prohibited words, and evaluates sales techniques.

VoIPTools said:

I encourage you to take a look at our 3CX Recording Manager tool. Currently, this tool can restrict recordings to only inbound external calls, but we could easily expand the restrictions to only record queue calls.

This tool eliminates the need to give staff 3CX console access to listen to recordings. Managers only see recordings made by people they manage. You can archive recordings yet still search and play the archives from your browser. You can add notes to recordings, get full transcriptions, and score how well the agent handled the call based on criteria you specify. You can even automatically upload recordings to an external service that monitors for prohibited words, and evaluates sales techniques.

Click to expand...

What is the cost for this tool?