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Call recording opt out on queues

Discussion in 'Ideas' started by advancery, Mar 28, 2018.

  1. advancery

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    We would like the ability to opt out of call recording whilst also having the "Play full intro prompt before calling agents" enabled.

    It seems after talking to support (and also testing) this is not currently possible. It seems like a no brainer to me.

    Without this option enabled, agent phones start ringing immediately. If the agent picks the phone up immediately, the caller will not have heard the into prompt, nor had the chance to opt out.
     
  2. advancery

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    Under a queue on the advanced (pro) tab there is an option labeled 'Give caller ability to opt out of recording (DTMF 3)'

    This only works if the option 'Play full intro prompt before calling agents' is disabled!

    This does work spot on if the 'Play full intro prompt before calling agents' is disabled, however, my point is, the agent phones start ringing before the intro prompt has finished playing informing the customer how to opt out.
    An agent then has the ability to pickup the call before the caller has even had the option to opt out of recording.

    If you enable 'Play full intro prompt before calling agents', the 'Give caller ability to opt out of recording (DTMF 3)' option then stops working..

    Hope this makes sense.
     
  3. Silly English Kniggit

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    Interesting - what version and SP are you testing this on?
     
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  4. advancery

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    Latest one.
    15.5.10244.4