Call recordings are not being generated for new client calls

Hi! Just to clarify, when you say “new client calls,” do you mean calls from new customers coming in to your main number, or something else?

Yes, that’s what I mean. 

To get new client calls on your Main Number to generate recordings, you must enable Automatic Call Recording (ACR) for the extensions that answer those calls.

Here is the quick process for an Account Administrator:

1. Enable ACR in the Admin Portal

1. Log in to the RingCentral Admin Portal.

2. Go to Phone System > Auto-Receptionist > General Settings.

3. Click on Call Recording.

4. Toggle Enable Automatic Call Recording to On.

2. Configure Extensions and Compliance

1. Select Extensions: Scroll down to Extensions to Record and click Edit. Select the specific users, departments, or Call Queues that handle calls from the main number. Check the Inbound box for each.

2. Set Announcement: Under Announcement on Start, choose the Default announcement (or a Custom one) to ensure compliance.

3. Save Changes.