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Enabling Call Recording Opt-out

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Rohan Gupta
  • Edited

Call Recording Opt-out functionality works with both Group Routing and IVR routing.

This article contains the following sections:

  • Enabling Call Recording Opt-out
  • Configuring the caller experience for Group routing and IVR routing

Enabling Call Recording Opt-out

Call Recording Opt-out is configured for each individual number.

To enable Call Recording Opt-out

  1. In Zendesk Support, click the Admin icon in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Select the number you want to configure.
  4. Select the Call Recording tab.
  5. Toggle the Record Calls field to enabled.
  6. Toggle the Call Recording Opt-out field to enabled.
  7. In the Call Recording Opt-out greeting field, select a greeting from the dropdown. This is the greeting informs callers they can opt-out of call recording by pressing 3.
  8. Click Save changes.

Configuring the caller experience

Group Routing :
When this feature is enabled for a number, your caller will hear a default Call Recording Opt-out greeting after the Available agents greeting has played. This greeting informs callers that they can press 3 to opt-out of call recording. A custom greeting can also be added inside the new Call Recording Opt-out greeting category in the Greetings Tab. We recommend you to record a greeting based on the business need.
 
IVR routing :
If you've set up an IVR, the Call Recording Opt-out greeting won't be played. However, once a caller is in the queue, that caller can still press 3 to opt-out of call recording. We recommend adjusting your IVR greeting to advise callers on how to use this functionality.
 
 

2 Comments

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  • Amie B
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    Does anyone have an example of how you have changed your IVR routing to allow for the call opt out?

    For example, we have this IVR setup:

    1. Support - split 1.Strata and 2. FM strata
    2. Account Manager
    3. Accounts
    4. Sales then split again 1. FM sales 2. Strata Sales

    I'm not sure how to best adjust it to allow for the call opt out option? Anyone able to share their workings at all? :)

    Best,

    Amie

     

    0
  • Devan - Community Manager
    Comment actions Permalink

    Hello Amie B,

    So for changing your IVR routing to allow for call opt-out, I would recommend following the instructions in the article linked below. 

    Route incoming calls w/ IRV

    Best regards.

    0

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