Incoming Calls Can Be Answered But Won't Record Since Performing the Latest Update

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  • Updated 5 months ago
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I can receive calls but they won't record and the call controller error says "Unable to start recording because of call state." Does anyone know how to fix this?

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HEALTH

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Posted 5 months ago

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Saadet - Community Support, Official Rep

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Hey HEALTH,

On the extension, do you have automatic call recording enabled or on-demand recording?
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HEALTH

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Thank you so much for replying! I've looked everywhere and can't find the extension you're referring to - to see if I have automatic call recording enabled or on-demand recording. Can you please tell me where I can find this so I can check it?

I really appreciate your assistance!

Thank you,
Lauren
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Hey Lauren!

The Call Recording Settings can be found under the Auto-Receptionist (if you're an admin on the account). 

So, when you go to record the call, is the call on hold? Is it active? 
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HEALTH

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It's an active call. when we answer the call, we have to push 1 to accept the call and then hit the record button. The button acts like it's doing something (changes color) but no recording is then made available after the call is done.  Anyway we can find out how to record our calls?
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Hey HEALTH, is this an incoming or outgoing call when you press 1? What's the whole breakdown of the call when this happens (i.e. what steps are you taking)?
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HEALTH

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Hi Saadet,

These are incoming calls we need to record. 

The phone rings, we click the record button, then the 1 button to accept the call. We can then talk to the caller, but no recording is made.

This all started with the new upgrade. Before that, when we received an incoming call, we just clicked the record button and never had to click the 1 button to accept a call. And we haven't been able to record a call since (around the 18th I think).

Thank you for your help!
Lauren
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Hey Lauren,

Eeeek, that's a long time to go without recording! Ok, so the issue here is that you're trying to record the call before Pressing 1 and fully engaging. Try this: Phone Rings, Press 1 to Accept, Press *9 to Record. 

You can also set up Automatic Call Recording if you would prefer to never have to worry about this - as long as you have Super Admin rights to your account.

Also, if you don't like having to Press 1 in order to accept a call, you can turn it off :)
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HEALTH

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Hi Saadet,

I followed your instructions for turning off the press 1 to record feature and that seems to have fixed the problem, I can now record.

Thank you so much for helping us with this!  :-)  Have a great day!

Thank you,
Lauren
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Perfect! You have a great day, as well :)