When automatic call recording is on for a queue, will the call continue to be recorded even if it is transferred to another extension?

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If automatic call recording is turned on for a queue, and an incoming call is accepted by a queue member, and then that call is transferred to another extension (whether the receiving extension is in the queue or not) will the recording continue for the duration of the call?
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Ira Tau

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Posted 2 years ago

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Nathan Malone, U.S. Tier 2 Support

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Hello Ira,

To record a call to a call queue you will need to enable automatic recording for every User in the call queue individually. This can be done from the Auto-Receptionist under call recordings.

If the Users are transferring calls you need both the User receiving the transfer and the User initiating the transfer to have both inbound and outbound calls recorded.
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Ira Tau

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Hi, thanks, but this doesn't seem to be correct. I have automatic call recording enabled only for a queue, and not for the individual queue members, and all calls are indeed being recorded and saved in the queue's call log.
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Nathan Malone, U.S. Tier 2 Support

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Hello Ira,

I am sorry you are correct. I missed the tab allowing you to do a call queue. I thought that you might have been talking about a ring group in a User extension which some people use in place of a call queue.

You are correct in that you do not need set the extensions in the call queue to record calls when the call comes into the call queue. However, when transferring a call to another User the User receiving the call had to have inbound call recordings turned on or the call will not record once transferred. If the User is transferring out to an outside phone number then that User has to have outbound call recordings turned on.

I don't know how your transfers usually work, but to be sure the all the calls you need to be recorded are recorded I usually suggest setting inbound and outbound calls to be recorded for all the Users sending and receiving transfers. But if your Users only ever transfer to other Users on your system then you will probably be ok if you just set all Users who are going to be receiving transfers to record incoming calls.

Thank you,
Nate Malone