Archiving at the Account / Company Level

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The Archiver feature is  a great idea, but falls short in a couple of key areas rendering it unusable for any sort of meaningful compliance archiving purposes.

As an admin, i should be able to set the archive preferences for all extensions for Call Recordings, SMS, FAX & Voicemails. As it stands, i can only enable archiving of Call Recordings across the board (Account Level). If i want to enable the other items, it has to be at the Extension level, which means each and every user has to go in to the settings and turn them on, one by  one. Not only is this an administrative nightmare to even get users to even try to make these changes, I can almost guarantee a significant uptick in calls to my support desk from people who juts can't figure it out.

All of this is before we get to the fact that end users should not have the capability to control whether or not their communications are archived for compliance. It should be a company set policy that the end user has no control over. An admin should be the only person able to change these settings, period.

Come on RingCentral, there is so much other great stuff about your product, fix this and take it to the next level!
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Paul Dalton, Champion

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Posted 2 years ago

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Wow and wow. This was well articulated. Ring Central change Account Managers often that I stop calling. Thank you for communicating these sentiments to the world. Now someone will do something about this. 
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Nick Ttofias

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I have recently migrated to Ring Central and have just discovered the Fax archive issue which Paul Dalton has stated. The capability to set all Fax transmissions to be archived by default (as with call recordings) really needs to be implemented to complete the enterprise archival piece. I see that original post was from 9 months ago - can Ring Central please raise this as a feature request for the next release. Many thanks!
(Edited)
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Craig Loo

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I agree with OP, when we have "enable automatic call recording" set we should NOT have to select individual extensions to record.  This seems like an implied setting and is something that can be easily overlooked when setting up new extensions.

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Eric Neumeyer

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Our experience with Ring Central has been excellent, but the current setup on this just seems foolish. The Admin/Super-Admin roles should be able to identify which extensions should be backed up. Additionally, the individual users should not have toggle control to turn on/off. 
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Nick Ttofias

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As no progress has been made in this area I have had to find an alternative solution. I'm in the process of a POC involving a third party tool which integrates with RingCentral. It states it can guarantee archival/audit of all transmissions made at the account level regardless of individual user settings.
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Paul Dalton, Champion

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Nik, I'd be very interested in the solution you have found if it pans out. would you be willing to share? thanks.
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Nick Ttofias

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Hi Paul, I'd be happy to share of course. I expect to cover what's needed over the course of next week so I can post something back to you during the w/c the 13th. 
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Nick Ttofias

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Hi Paul, Apologies for not getting back to you sooner, just slipped my mind! After trialing for a few months I've now signed up to using 'RingClone' to help me achieve what's needed in the fax archive area. It might not suit everyone's requirements but for us it works well, stores a full audit and copy of all fax transmissions sent by any user on the account regardless of the settings on the individual profile. The configuration is accessible to any phone sys admin  - not just the the admin who actually configures the archive settings. I have also started extending its usage to cover our call recordings as our call levels are within the usage threshold for the plan I have subscribed to - so far this is also working well and simplifies the process for us to retain records for 5/7 years. 
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MileHighWelch

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Afternoon Nick,  Are you still leveraging RingClone?  We are looking for an easy method to retain voice recordings longer than 90 days.  What storage platform did you decide on?  Would appreciate a few minutes to discuss if you have the time!
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Nick Ttofias

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Hi there, yes still using RingClone. Very happy with it, straight forward integration to RC and support has been responsive when needed. We direct the storage to a restricted S3 bucket upon which we apply vaulting policies for the requisite archive timings. Happy to discuss further if needed.
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Paul Dalton, Champion

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Thanks Nick, I'm going to give RingClone a shot, seems like it will do what we need.
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MileHighWelch

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Paul, did you end up giving RingClone a try?  Would be interested in hearing your feedback.
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Paul Dalton, Champion

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Hey there, we did sign up for RingClone and now have 20+ financial services clients using it. RingClone have been great to work with and even did some development work to accommodate some needs we had. Don't hesitate, do it today!
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MileHighWelch

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Thanks Paul & Nick!
How did you determine how much storage you needed?  We will be looking to hold recordings for E&O reasons and obviously it will take some time to reach our target date but I'm trying to figure out how to provide management with some estimated costs.  RingClone, easy enough but is there a magic formula to determine storage needs?  Thanks again!
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Paul Dalton, Champion

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It would depend on a number of unknown factors. How many calls? How long are they? retention period? All of these need to be evaluated first. I'm sure there is some math that can be done to figure it out if you have the input data.
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MileHighWelch

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Certainly, and I think I can pull that from some of the reports in RC.  Number of calls, length of call, etc. in the last 30-days but what does a 1-minute call = in kb or Mb?  Is it as simple as downloading a recorded call...perhaps?  Thanks Paul.
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MileHighWelch

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For those looking at just extending call recording backup here is what I've found as far as storage needs.  I randomly pulled 20 call recordings of various lengths with the bulk around our average call length. The Analytics tab can help you discover these numbers.  I averaged the call length by the download size and came up 3.35 kb per second.  I then used this against the same Analytics report to come up with storage needs for a month of call recordings...your mileage may vary.