Managing recording options in Zendesk Talk

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9 Comments

  • David Holeman
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    I have a need to generally not record calls from one of our numbers so I have recording set to off for that number.  I am being asked if we can occasionally initiate a recording on demand.  Let's say the agent is on an outbound non-recorded number but the conversation wanders into a topic or request that should be recorded is there a way to then record the rest of the call or record until turned off for that call?

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  • Conner Dohse
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    Is the permission for deleting call recordings on an individual ticket the same as deleting tickets or where is thapulled from?

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  • Caroline Kello
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    The permission to delete a call recording on a ticket is restricted to admins only.

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  • Stephane Sala
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    Is it possible to hide call recordings for some agents ? 

    For example, I want all calls to be recorded but I don't want agents to be able to see or listen to the manager's call recordings. 

    Thanks

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  • Brett - Community Manager
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    Hey Stephane,

    Currently there is no way to restrict call recordings from specific agents on the account. Call recordings are available to any agent on the account that has access tickets. If this is a feature you're interested in I encourage you to create a post in our Talk Product Feedback Forum to help gauge interest from other users as well as provide visibility to our Product Managers.

    Additionally, it's worth mentioning that if it's manager call recordings you would like to restrict then you could restrict those agents to tickets only assigned to their group. Then have those managers call recording tickets assigned to the Manager group which those agents would not have access to since they don't belong to that Manager group. More information on agent privileges can be found in our Adding agents and administrators documentation which I've attached.

    I realize this most likely isn't the solution you're looking for but hopefully it helps in some way :)

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  • Kyle Carter
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    Are there any API calls that will allow a user to pull recordings en masse? 

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  • Devan - Community Manager
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    Hello Kyle,

    As the base product currently stands, there are no API calls that will allow a user to pull recording en masse.

    Best regards,

    Devan

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  • Kyle Carter
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    Devan - what about single call pulls? If so, any rate limiting? 

     

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  • Brett - Community Manager
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    Hey Kyle,

    Call recordings are ticket attachments so it's possible to pull a single recording from the ticket data using the attachments endpoint.

    Rate limits would be based on the plan level you're on. Rate Limits

    Hope this helps!

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