Exclude extensions from call recording even when they call other extensions that have call recording

We have turned on incoming call recording for most of our extensions. We excluded a few extensions (executives). But when these executives call other extensions, they are recorded since incoming calls to that extension are set to record. How can we exclude certain extensions to never be recorded, even when calling other extensions that are set to record incoming calls?

We are also fine with recording ONLY incoming calls from external sources and excluding all internal calls. But a Ring Central FAQ said this is not possible.

I realize there is an option to only record call queues, but this isn’t enough since many calls are direct and don’t go through a queue.

I’m confident there are other companies that want to exclude certain people from being recorded from all calls. How do they achieve this?

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HI @hamidv,
The exact automated solution you're looking for does exist within RingCentral, but it's part of a more advanced service called RingCentral Contact Center. This platform is built for more complex needs and has a special "Do Not Record" feature that's perfect for your situation. This policy acts as a company-wide override, ensuring that calls involving a specific extension are never recorded, regardless of the settings on the other person's line.

Hi Mary, thank you for the response. Does every user in our company need the Contact Center (CX?) account or only the people we want excluded from being recorded? We have the EX license and the CX option is MATERIALLY more expensive, so it’s prohibitive for us if we have to purchase it for everyone (we have 130 users).

You can check with your Account Manager to see if this option is available on your account. Just let me know if you’d like me to help you with their contact details. 😊

Hi Mary, we had a meeting with our account rep to get a demo of CX, but we all agreed it wasn’t feasible for the executives in the company to use the CX interface just so they won’t get recorded. We are not a call center and this is way too much (both cost wise and functionality). I really wish there was an easier way to exclude certain individuals from being recorded whether they make internal calls. Thanks for your input.

Hello @hamidv,

Thanks for the feedback! I understand that the CX interface isn't the right fit for your team, and your point about the need for a simpler way to exclude individuals from call recording is an excellent one.

I really appreciate you sharing this idea. The best way to get it considered by our product team is to submit a feature request directly on our ideas portal.

You can do that here: https://ideas.ringcentral.com/

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