We are implementing external trunk recording for our legal compliance requirements. I am concerned about the behavior of the system if the recording endpoint becomes unavailable. Our current configuration seems to allow the call to continue even if the recording fails. Is there a configuration setting that will force the call to disconnect if the external recording leg cannot be established?
This is another classic example of how the platform prioritizes call continuity over everything else, even when you explicitly tell it not to. I have tried to set this up for our campaign dialers and it is a total nightmare. There is no simple checkbox for ‘Fail call if recording fails’.
You basically have to build your own monitor using the Notification API and then manually kill the interactions if the recording segment does not show up. It is incredibly inefficient and error prone.
Hey. I handle a lot of these legal discovery requests and I can tell you that missing recordings are a huge problem. That is right that there is no native toggle for this on the trunk level. What we did was use a secure flow for all our sensitive calls.
Inside the secure flow, we use a Data Action to check the recording status before we proceed with the transaction. If the recording is not active, we route the call to a failure prompt and then hang up.
It is not perfect because it only checks at the start of the flow, but it is better than nothing.