Zendesk Talk - Outbound Call GreetingAnswered
Currently there is no option to play an automated greeting for outbound calls. We would like a feature to play a greeting for outbound calls right when the call connects, either as a phone number greeting setting or as part of an outbound IVR configuration.
Use case: Since call recordings are a per number setting, turning on call recordings for a phone number means turning on call recordings for both inbound and outbound calls. The option to automatically notify customers a call may be recorded is available for inbound calls, but there is no automated solution for outbound calls. The only way to notify a customer an outbound call is recorded is by the agent stating so, which is vulnerable to error.
Thanks for the feedback!
We hear you but it is important to note that to automate this function requires us to vet for quality issues, including voice transmission delays and other end user concerns, specifically over hearing a call at the onset with an automated message. While we don't know each specific scenario, from our research, we have found that generally for end users, this could be a less than ideal phone call experience.
That being said, we will put it in the backlog for consideration.
+1 to this - In CA you have to have consent to record a call before you start recording so we can only do call recordings on inbound calls where someone has the option to opt-out prior to any call recording happening.
We are in CA, we will soon start using Talk to make outbound calls so +1 to this request.
+1 for Outbound IVR
Agree. we need to be able to set an outbound greeting.
also see https://support.zendesk.com/hc/en-us/community/posts/1260801099370-Pre-recorded-greeting-at-the-beginning-of-the-call-that-clearly-announcing-that-the-call-will-be-recorded?input_string=Outbound%20call%20greeting%20recording%20to
My team has now disabled all call recordings because of the risk of human error. This feature is available through Ring Central and Amazon Connect. Without this feature, the option for call recording is useless.
+1 This is a useful feature to make agents more productive.
Coming up on 3 years since posted and no acknowledgment by Zendesk?!
Greetings, or perhaps no greetings?
Montana law requires that all parties have knowledge of call recording. Call recording is really helpful for us but training humans who are making outbound calls to say that calls are recorded every time is not. A simple option for outbound call greetings that play before the agent and destination would be a perfect setting for each line, it would also give us a chance to customize any other greeting information so it's likely helpful even if we don't need it for call recording. I can't believe there isn't an option for this, nor that others haven't complained as there are quite a few states that aren't just one party states. I would like to tip our cap into the ring here and request this feature.
We are a national company and this is a major issue for us due to multiple states requiring two party consent for recording. This is a legal issue that we need to provide an automated message for to cover our teams and avoid potential repercussions if our agents do not state the call may be recorded.
According to GDPR regulation in EU Art. 13 GDPR Art. 13 GDPR – Information to be provided where personal data are collected from the data subject - General Data Protection Regulation (GDPR) (gdpr-info.eu) we have to inform our customers that call will be recorded.
Our agents are doing it again and again.
When do you plan to implement the automatic pre-recorded greeting for Outbound Calls which is more than very welcome in 21st century to exclude human factor for that kind of repeatable tasks?
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