All users currently have call recording enabled for inbound, outbound, and ACR calls. However, we’ve noticed that some calls are not being recorded. I’ve reviewed the settings for all users and call queues, and recording is enabled across the board.
We’ve also observed that transferred calls are often not recorded. In these cases, a transcript appears to exist, but the recording itself cannot be accessed.
Additionally, some users attempting to manually start recording during outbound calls via the keypad receive an error message stating, “Sorry, we are unable to record the call.”
Could you please advise on why this may be happening and whether there is a workaround to ensure all calls are consistently recorded?