Symptom
Sometimes, when a call is transferred to another agent in 8x8 Contact Center, the call recording between the agent the call was transferred to and the other party is not saved. This can happen when the agent the call is transferred to already has an active agent leg call, for example, they are already on another call or are using a persistent connection.
In the Admin Console Recordings, you may encounter the following scenarios:
- A call recording with a duration of 00:00:00 for the call between the agent and the call recipient after the call has been transferred.
- A recording with no audio after the call has been transferred, capturing the entire interaction.
- Two recordings containing the same audio for the call between the initial agent and the call recipient.
Applies To
- 8x8 Contact Center
- Call Recording
Resolution
To minimize the risk of a scenario where this can occur:
- Use connection mode on-demand rather than persistent. This setting is in:
- Configuration Manager for Contact Center > Users > Edit > Properties
- Agent Workspace > My Profile > Settings
- Note: On-demand can not be used with progressive or predictive campaign dial modes, only preview.
- If an agent receives a call transfer whilst on another call they should end that call before accepting the call being transferred to them.
- In the Transfer to Agent object in the In the Agents PBX Number Script, which by default is the Agent Extension Script.
- The option to Transfer to agent even if the status is Busy should be disabled.
- The option to Change agent status to busy If transfer is successful should be enabled.
Cause
This is a known issue with one of the 8x8 Contact Center telephony core components. From a technical perspective, agent legs and customer legs are separate calls that are bridged together. The issue occurs when this bridge is across different media nodes (audio servers) after a transfer. There is an ongoing effort to replace this component and to eliminate this issue.
Additional Information
- It is not possible for an agent's status to be set to busy if they are making an agent-to-agent call.
- 8x8 Work Call recordings are not affected, if your agents use an 8x8 Work extension as their workplace phone you may want to consider enabling call recording on their 8x8 Work extension.