SAP CCtr transferred calls recording

[piotr_pytlakowski2]

Hi Guys,

we would like to record all calls transferred by an agent to external numbers. Unfortunatelly, when we set up call recording mode to Specified for User, Queue or Campaign and then Forced - All Calls Including Forwarded Calls transferred calls are nor recorded 😞 This applies both to external and internal transfers. Any idea why transferred calls are not recorded?

BR, Piotr

[former_member202106]

Hi Piotr,

Late answer but maybe others are looking for the same. This is not the easiest one to explain by let me try.

In case where system has no recording on call streaming goes like:
PSTN <-> SIP Bridge <-> CDT
What happens when you transfer such a call to external destination is that system communicates towards PSTN to connect streams. The endcome is that no stream is handled in CCtr. It's then simply PSTN <-> PSTN

If we add recording services to the picture then it would look like:
PSTN <-> SIP Bridge <-> MRS <-> CDT
But still the same happens when transferring out.

To get the transferred calls recorded it would mean that we need to hold on to stream until call is disconnected. In other words it reserving a slot from your phone gateway until call ended. In system there is a parameter called CD controlled transfer which does the trick. It basically means that CD comes to the chain and acts as a controller until the call ends.

Br,
Jukka