question

s2s6850 avatar image
s2s6850 asked mary-community-moderator edited

How can a member of the call queue access his/her incoming and outgoing call recordings without having admin privileges?

Right now, it appears that they can only access their outgoing calls. The only way they can access their incoming calls (via the call queue) is to give them admin access which opens a whole can of other access issues. Any other options? It seems counter-intuitive that customer service folks can't access their own calls.
call queuescall recording
1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

3 Answers

jen3779 avatar image
jen3779 answered mary-community-moderator edited

Currently there is no way to specify which call logs a user can view. It would either be all logs for all users, or just their extension.

The only way for a user to see calls / call logs that are not their own, is to have some kind of Admin privileges.

If you have a Premium or Ultimate account, you could create a custom role and give it the standard role permissions, plus "User Call Log - Full Access" permission, and then the users with that role would be able to see all call logs (and call recordings).

*If your account is Standard level, the closest role would be Manager.


More on roles and permissions here:

https://support.ringcentral.com/article/5-10-Editing-the-Extension-Permissions-via-Web.html

1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

rye5372 avatar image
rye5372 answered
Are the developers considering this option to be included in future updates? For user extensions to view/access call recordings originating from a call queue?

1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jared16517 avatar image
jared16517 answered
Hey Rye,
We don't know of any future plans for this. You can always submit a feature request here.
1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.


Get the new RingCentral app