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adamson avatar image
adamson asked ben-borenstein680 commented

Call Recording: How do I access the recording of a transferred call?

We use the RingCentral for Windows softphone feature at my office. An incoming call was recorded then transferred to another extension. The employee receiving the transferred call also hit the Record button for their part of the conversation. I can locate and listen to the first leg of the call but cannot access the second, more important part of the call.
call recordingcall logs
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danno147 avatar image
danno147 answered
My guess would be that it is in the recording section for the user in the second leg.

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nathan-malone1532 avatar image
nathan-malone1532 answered ben-borenstein680 commented
Hello Adamson,

When a recorded call is transferred the first part of the call is recorded on the first Users extension, and the second part of the call is recorded on the second Users extension.

If you log into the User's extension that received the transfer, you should see the second part of the recording in that Users extension. For instance is Ext. 1 answered the call and then transferred to Ext. 2. You would need to sign into Ext. 2 to find the part of the recording you are looking for.

If you are in the second Users Ext. and still having issues, are you using automatic call recordings or are your Users pressing *9 to initiate the recording?

Thank you,
Nate Malone, Tier 2 Technical Support
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ben-borenstein680 avatar image ben-borenstein680 commented ·
When I transfer the call to a phone number or press the "Switch to Carrier" button on the RingCentral Mobile App, the system does not record that part of the call. There is no way to log in to another extension, because it is not transferred to another extension but rather, a phone number. I need a solution to this.
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