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Jason Cornelius's Avatar

Jason Cornelius

Incorporación 19 ago 2022

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Última actividad 20 jul 2023

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Última actividad de Jason Cornelius

Jason Cornelius hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Jenny Gillett

This was very helpful!  From the description it seemed that Do not record calls (all) would disable call recording entirely, but I didn't realize it could be used in conjunction with Allow agents to control call recording as seen below:

With this setting, I was able to accomplish my use case with separate lines where:

  • Outbound calls on an outbound line are not recorded by default.
  • Agents may toggle call recording on after receiving consent.
  • Calls on an inbound line are recorded by default (with greeting for consent).
  • Inbound calls on the outbound line (ie callbacks) are routed to the inbound line.

Still, +1 for allowing a recorded message for consent at the beginning of an outbound call.

Ver comentario · Publicado 07 sept 2022 · Jason Cornelius

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Jason Cornelius hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

+1, copying my comment from here.

It seems that for outbound calling, the default behavior is for calls to be recorded, even with the "Allow agents to control call recording" setting selected.  I want recording to be OFF at the start of a call, while allowing the agent to turn recording on at any time (after receiving consent).

This seems like it would be a make it or break it feature for larger contact centers that absolutely cannot invite the chance a call being recorded without two-party consent.  We can't leave this up to human error, so the recording features are essentially unusable on our outbound support lines.

Ver comentario · Publicado 24 ago 2022 · Jason Cornelius

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Jason Cornelius hizo un comentario,

ComentarioManaging Talk

It seems that for outbound calls the default behavior is for calls to be recorded, even with the "Allow agents to control call recording" setting selected.  I want recording to be OFF at the start of a call, while allowing the agent to turn recording on at any time (after receiving consent).

Is there no way to accomplish this natively in Zendesk?

Ver comentario · Editado 19 ago 2022 · Jason Cornelius

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