Individual User Call Log / Recording Access

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We would like to grant certain users in our phone system the ability to lookup their call log / call recordings for the past hour (past day would work as well). 

We operate a dispatch center that we would like to grant our dispatchers the ability to go back and review a phone call on their line to verify information such as name / address / telephone etc.  This would save us time trying to reach the person again or waiting for them to contact us again when an emergency vehicle hasn't arrived because we did not get the address correctly the first time.  Currently only our dispatch supervisors can look this up by way of having access to our entire call log for all users, but we would rather have each dispatch user have the ability to review their calls (and only their calls) individually.

If RingCentral could make this happen and quickly, we would be forever grateful.

Thank you,
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MLSS

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Posted 3 years ago

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Brian Sherman

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It sounds like all your users have a role associated with them that grants them full call log access, or they are system administrators.  Standard functionality is to only be able to access your own recordings.
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MLSS

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When I called technical support they indicated this wasn't possible to do, that a user can either be given all or nothing when accessing the call logs.  I just logged into a standard user account and saw I can see that particular user's call logs and recordings, but it's unlimited.  I'd like to limit this to either an hour or a day.  Our dispatch center has multiple people using each extension and we'd rather limit how much access they have to past calls.
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Mike, Official Rep

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If I understand you correctly, that is right.  There's not a way to give access for just a specified window of time. 

Is there any reason you don't set up an extension for each user, rather than have them share logins? 
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MLSS

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We have about 20 something dispatchers that rotate through four stations.  It wouldn't be feasible to give each dispatcher an extension when call groups only allow for up to 10 extensions to ring at a time.  Also we have different counties that call each extension directly as each station serves a county that we work with.

It would serve us better to have each extension in our dispatch center to be able to only lookup their own call log for the past hour rather than grant each dispatcher the ability to look up all of that lines' call recording history.  It seems like the base features are there to limit who sees what, so can this feature be added?

Thank you,
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RC-Installer, Champion

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Why cant you build custom reports to show what you want. I was just testing and it seems to work.

Create views for each of your people.  

Will that work?

Chuck
Certified RC Installer
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MLSS

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If these custom reports can keep users out from seeing beyond an hour, that would work fine. I'm still relatively new to maintaining our RingCentral phones, how would this be created?
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RC-Installer, Champion

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Here is a link to the reports,  There is a video that could get you started.

https://www.ringcentral.com/office/features/call-metrics-reporting/overview.html

Select reports and it is basically building a query of the call log data.  You could put filters in and save views for example Joe's view will just show joes calls or what ever you want.

I think you have to play around a bit to get the report you are looking for.

You cant really break anything in this area.  it is just reporting on the existing call logs.

Hope this helps

Chuck
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MLSS

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Thank you, but this doesn't seem like it fits the bill either.  While the Reports does give us the information, it doesn't seem to be able to pull up the actual voice recordings for those calls, which is what we are looking for.  

All we simply want is to be able to restrict users to being able to pull up call recordings for the past hour only on a particular extension, not by user.

Thank you,
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RC-Installer, Champion

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Got it,  did not know that voice recordings were the key.  The reporting is just reports.

Sorry

Thanks
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MLSS

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Thank you though, any help is appreciated.  I hope I do figure out a way to do this or RingCentral would be willing to create this feature.

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