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  • 1.  CallBack call recordings

    Posted 02-27-2024 19:29
    No replies, thread closed.

    I am given a Call Interaction ID from customer who wants to listen to the recording the interaction starts off with the caller being put on hold and opting for call back,  then call interaction proceeds to call back, but only the portion of the call with hold music and the caller choosing callback is recorded, there is no recording for the Call back portion of the interaction. Outbound call recording is enabled. How do I find the callback portion of the recording ? Searched all interactions for the agent in question nothing, it puts the callback and initial call in the same interaction ID


    #Telephony

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    Martin Black
    Cerium Networks
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  • 2.  RE: CallBack call recordings

    Posted 02-27-2024 20:01
    No replies, thread closed.

    Have you ensured your recording policy covers callbacks?



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    Lawrence Drayton
    Prvidr Pty Ltd
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  • 3.  RE: CallBack call recordings
    Best Answer

    Posted 02-28-2024 11:57
    No replies, thread closed.

    Yes, I have, but her WebRTC phone was associated to the one outbound trunk that does not have call recording enabled, all other trunk do so I did not expect that it would not have recording enabled, it has been enabled on all trunks now

    Thanks

     




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