Symptom or Need

When listening to calls that are transferred internally, only the first call is heard, that is, the one that comes in to the initial agent, but the transfer is not recorded in that same recording.

Context / Scenarios

• Environment : Telephone call recording and routing platform (Wolkvox Manager).
• Report scenario : The behavior occurs in 100% of calls that are transferred internally between agents.
• Flow architecture context: Since a single transfer occurs, the system environment is structured to segment the interaction rather than unify the audio. To maintain traceability, the system automatically generates a scenario with three distinct Call IDs for each transfer.

Answer / Solution

The separation of the audio files is not a system failure. It is standard, expected behavior and the platform's native design. The recording logic is designed with this architecture to ensure the segmentation and traceability of recordings for each individual agent.

Standard platform behavior

• Design Explanation (Absence of Unified Audio): It should be noted that, due to the system architecture, a unified audio file consolidating the interaction between Agent 1 and Agent 2 is not generated. The recordings remain separate and individually associated with the management of each agent involved.
• Transfer Traceability: A single transfer automatically generates three distinct Call IDs to ensure traceability:

1. Inbound Call: This is the call initially handled by Agent 1.
2. Internal call : Records the result of outgoing calls that an agent makes directly to another agent's extension.
3. Internalcall_inb (Final call) : Corresponds to the result of incoming calls received by an agent when another colleague directly dials their extension.