Call Recordings

Question

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?

Mary-Community_Moderator · Answer

Hi! Thanks for bringing this to the community. This is a common challenge for admins, and it usually comes down to how the system handles "Call Legs" during a transfer.

Even with global settings enabled, transfers often break the recording logic:

Call Leg Reset: Many systems treat a transfer as a brand-new call. If the final recipient doesn't have "Inbound ACR" enabled on their specific user extension (separate from the Queue settings), the recording will stop the moment they pick up.
The Transcript Paradox: Transcripts and audio often process on different streams. If the system fails to "stitch" the audio from the two different parts of the call together, you’ll be left with a text transcript but an inaccessible audio file.
Blind vs. Warm Transfers: "Blind" transfers often terminate the recording session immediately. Using "Warm" (Attended) transfers is a reliable workaround to keep the recording active.

If you have verified that every individual user extension has ACR enabled and the issue persists, this likely indicates a backend synchronization error or a routing bug.

Recommendation: I suggest submitting a technical support ticket for a deeper investigation. To speed things up, provide them with:

Call IDs: 3–5 examples of calls with missing audio.
Transfer Type: Confirm if these were Blind or Warm transfers.
The Error Message: Explicitly mention the keypad error, as this helps them identify specific server-side permission blocks.

Hope this helps clarify things!

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