- Joined
- Feb 1, 2018
- Messages
- 169
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- 24
Good Day,
We have queues where we record calls. As a result, all of the extensions in those queues are set to record all conversations. This works fine with queue calls as our intro prompt warns folks, but direct calls to those extensions are also recorded. Problem is, by law, we are obligated to warn people they are being recorded or face massive fines. In-house staff know they are being recorded, but external people do not.
Regular extensions cannot have audio prompts, so I found a solution. Let's say Ext. 488 (DID 555-0488) needs to have a warning added.
On the inbound rule for 555-0488, I route calls to a "ghost extension" in a range where we don't have DID's. In this example, I'll use 188. In Digital Receptionist, I add new entry and use 188 as the number. There, I can add a short "Calls to this line are recorded for training and monitoring purposes." audio prompt, then immediately forward the call to Ext 488.
All calls are routed to the Digital Receptionist ghost extension, the audio warning plays and the call is then forwarded to the extension. Invalid inputs replay the message, so you can't skip it. I set up twenty or so ghost extensions that way and it's working quite well.
Hope this helps some one else in the same situation.
We have queues where we record calls. As a result, all of the extensions in those queues are set to record all conversations. This works fine with queue calls as our intro prompt warns folks, but direct calls to those extensions are also recorded. Problem is, by law, we are obligated to warn people they are being recorded or face massive fines. In-house staff know they are being recorded, but external people do not.
Regular extensions cannot have audio prompts, so I found a solution. Let's say Ext. 488 (DID 555-0488) needs to have a warning added.
On the inbound rule for 555-0488, I route calls to a "ghost extension" in a range where we don't have DID's. In this example, I'll use 188. In Digital Receptionist, I add new entry and use 188 as the number. There, I can add a short "Calls to this line are recorded for training and monitoring purposes." audio prompt, then immediately forward the call to Ext 488.
All calls are routed to the Digital Receptionist ghost extension, the audio warning plays and the call is then forwarded to the extension. Invalid inputs replay the message, so you can't skip it. I set up twenty or so ghost extensions that way and it's working quite well.
Hope this helps some one else in the same situation.
