Hi we need to add a feature to eliminate the call recording/message when we are calling inhouse or transferring calls internally.

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Need a feature to eliminate the recording notice when calling internally/ transferring a call internally. 
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Posted 10 months ago

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Rob Benn-Frenette

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Unfortunately law prevents that
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Jan Ferguson, Champion

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Disclaimer: I am not an attorney...It's always better to be safe than sorry and disclose any intent to record a conversation.

Not necessarily...

Research (which has been provided numerous times in these forums) shows that "Federal law permits recording telephone calls and in-person conversations with the consent of at least one of the parties. See 18 U.S.C. 2511(2)(d). This is called a "one-party consent" law. Under a one-party consent law, you can record a phone call or conversation so long as you are a party to the conversation."

In the United States, two-party consent states include:
California
Connecticut
Florida
Illinois
Maryland
Massachusetts
Montana
New Hampshire
Pennsylvania
Washington (state...NOT the District of Columbia)

So, if you are in New Jersey (a one-party consent state) but call someone in Pennsylvania (a two-party consent state), you MUST notify them of your intent to record. If, however, you are in New Jersey and you call someone in New Jersey, you are not legally obligated to advise them you are recording the conversation, so long as you are a party to the conversation (although it is always wise and judicious to do so).

So, if "Fax Number West Office" is in any state other than the ten enumerated above, they could legally record a phone call or conversation so long as the employee calling the other employee is a party to the conversation.

Having said the above, "regardless of whether state or federal law governs the situation, it is almost always illegal to record a phone call or private conversation to which you are not a party, do not have consent from at least one party, and could not naturally overhear. In addition, federal and many state laws do not permit you to surreptitiously place a bug or recording device on a person or telephone, in a home, office or restaurant to secretly record a conversation between two people who have not consented.”

The above obviously does not apply to Canada, the U.K. or any other country using RingCentral products....ONLY the U.S.

A caller calls and listens to the recording informing them that the calls are being recorded then the receptionist answers and asks for Mike at extension 8, the receptionist then hits Xfer button, 8, then has to listen to the recording for the HUNDREDTH time that day, then gets Mike on the phone to let him know who is calling, then hits the Xfer button, the caller is transferred and has to listen to the recording a SECOND time. 

What I'm asking Ringcentral to do is modify this so internally the receptionist does not have to listen to the stupid recording 100 times a day and the caller does not waste their time listening to it every time he gets transferred. 

This is not a LEGAL question.  This is a TECHNICAL question/concern that RINGCENTRAL needs to fix, preferably with a drop down menu to save the receptionist time, as well as ALL internal calls and TRANSFERS. 

Thanks,

Mike


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Jan Ferguson, Champion

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Mike,

While I agree that the feature you are requesting would certainly save the receptionist time every day, it certainly can be a legal issue if you are in one of the aforementioned states (see my post above). The disclosure has to be made even for internal calls in two-party consent states.

I understand that you are requesting, at least during the transfer process, for the "recording notice" to be eliminated but ultimately it would have to be there for all internal calls (if your company is in one of those ten states) as well as for any incoming calls from any one of those ten enumerated states.

Having said this, and if your company is in one of the ten states, has your company checked with competent legal advice regarding the possibility of having employees sign a statement to the effect that they realize that all internal calls would be recorded?

Of course, all the above is moot if RingCentral (and rightfully so) does not want to be liable in any shape, matter or form should a law suit be filed due to ANY violation of 18 U.S.C. 2511(2)(d). So in the grand scheme of things, IT IS a legal question.
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Jeffrey Burg

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There are numerous ways to skin this cat. We elected to have a custom notification greeting and that greeting is half a second of dead air/quiet. No one hears any recording announcements. We resolve the legal issues by 1) having new employees sign an acknowledgment stating they a) understand all of their calls are recorded and b) that they will advise any person they outbound call that their call is being recorded (we monitor this periodically for compliance). Furthermore, when someone dials in, the greeting has a disclosure that all calls may be recorded.

So -- inbound people are covered by the greeting, outbound people are covered by our reps statement that they are being recorded and our internal people are covered by their acknowledgment and no one has to listen to annoying standard recording announcements.
Jeffrey, our caller hears the recording right away, when the receptionist transfers the call they hear the recording a second time, when the caller is transferred to someone else they hear the recording a 3rd time, etc.  My question is how do we stop the caller from hearing the recording the 2nd and 3rd time?
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Chris Duquette, Champion

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It does seem a bit much to hear it every time you call even internally, but even then if something were to happen internally and there were no recording there could be legal issues. I guess its easy for me to say not having to hear it a million times a day but always better to be safe than sorry. i would assume the only other way would be to have each person say it and then manually record calls but that would be leaving it up to human error which is far more likely to fail you and your company than being stuck hearing the greeting every single call, which should never fail. 
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Melvin Vidallo, Employee

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This reply was created from a merged topic originally titled Have an option to disable call recording prompt for internal transfer/calling.

Request:
- Have an option to disable call recording prompt for internal transfer/calling

Current Behavior:
- Everytime we transfer calls internally, we still hear the call recording prompt 
- We can't disble the prompt since we want our caller to hear that the call is being recorded before we start the conversation

Expected Behavior: 
 - To have an option to disable the call recording prompt for internal calling/transfer 
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The Singularity

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This reply was created from a merged topic originally titled Feature Request: Automatic Recording.

Please create an option to allow admins to choose whether to record ALL calls or only EXTERNAL calls.

We are a small financial services firm (approx 45 users) serving US based financial advisers. We are using RingCentral Professional. For compliance and customer care reasons, we record all inbound conversations related to securities trading and operations. Call queues are setup for the trading team and the operations team. Automatic recording is enabled for all the members of those queues.

We need to record all inbound calls from external callers (our advisers and clients). We are NOT required to record internal conversation between our users. Right now, if my Director of Operations wants to call one of her staff members, the call is recorded. Every call. That is not only unnecessary, it is intrusive and could potentially create a host of legal issues.
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SCHWARZ

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This reply was created from a merged topic originally titled Can you make it that for internal calls there wouldn't be a call recording annou....