Automatic Notes & Transcripts Settings: setting from admin panel doesn't work

Hi ​@Mary-Community_Moderator,

Thanks for your detailed response! I really appreciate it.

I also have one more question: for call details (for the notes & transcripts), how are permissions handled? I’d like all members of my organization to be able to view all other members’ calls-- is this the default behavior with RingCentral? If not, is there a way to enable this?

Hello ​@mh550 
 

It is possible for non-admin members to view other members' call details, notes, and transcripts, but it is not the default behavior.

An Administrator must explicitly grant this permission by:

1. Logging into the RingCentral Admin Portal.

2. Going to Users > Roles.

3. Editing or creating a custom role.

4. Enabling permissions like "Company Call Log - View Only" and "Company Call Log - Access Recordings".

5. Assigning this custom role to the members who need this visibility.

So, while it requires an Admin to configure, it is a feature that can be enabled for non-admin users.

Hi ​@Mary-Community_Moderator,

Thank you so much. I tried the method you described and didn’t quite get the behavior I expected.

I did what was described, by:
1. Making a new role from the “Standard (International)” template
2. Adding the permissions for Company Call Log for everything except deletions
3. Assigning this role to all non-admin members of the company.

My intended use case, which I didn’t fully describe, is to be able to access the call details page for any call made from the company/account, from any user/extension on the account. After this, I’m starting to sense this may not be possible. The reason for this is to allow any user of the company to view the notes & transcripts accessible from a call details page, such as https://app.ringcentral.com/calls/recent/ringex/all/{{call_id}} .

Since RingCentral doesn’t have an endpoint to access the transcripts or notes that they’re already generating for calls (when the setting is enabled), I have been generating my own transcripts using the recordings, extracting a summary + action items, and making a call entry in our client’s job management software logging the call w/ the summary + action items, and a link to RingCentral’s call details (with the dynamically generated link above).

I was able to log in to the admin portal from a user account with this new Standard + Call Log Access role. There, I still can only see 3 calls from my user extension, and 1 call from the super admin’s extension. I’m not sure why this is the case. But this still doesn’t have the notes & transcripts, just the recording.

So, is there a way to access notes & transcripts on an account-wide level?

​@mh550 

Thank you very much for providing that extra detail about your intended use case and the behavior you observed. That's incredibly helpful!

I understand you're looking for a way for non-admin users to access the full call details page, including AI Notes and Transcripts, for any call made across the company, via a direct link or comprehensive view.

I'm currently looking into this specific scenario with our internal teams to get a definitive answer on whether that level of access to all users' call detail pages (with AI notes and transcripts) is possible for a non-admin role, and if so, the exact permissions required.

Please bear with me while I gather this clarification. I'll get back to you with an update as soon as I have a confirmed answer.

Thank you!!! I appreciate it. We can build a workaround if needed, but it would really be really nice to have this functionality.

Hello ​@mh550 

Thank you for your patience while I gathered this information.

To access notes and transcripts on an account-wide level for non-admin users, you'll need RingSense AI. Simply having "Company Call Log" permissions isn't enough, as those typically don't include the detailed AI notes and transcripts across all users.  

Here's the short explanation:

1. RingSense AI is required: AI-generated notes and transcripts are part of RingCentral's RingSense AI offering.  

2. Specific Permission Needed: Your administrator must assign a custom role to non-admin users that includes the "RingSense for Sales - Access Insights" permission. This permission allows access to RingSense data (including notes and transcripts) for any user with a RingSense license across the account.  

3. API Access Available: RingCentral also offers the RingSense API if you need programmatic access to these notes and transcripts for integration with other systems.

In essence, enable RingSense AI and configure a custom role with the "RingSense for Sales - Access Insights" permission for your non-admin users to grant them account-wide visibility of AI notes and transcripts.