Option to remove the "stop/start recording" announcement when you mute the recording during a recorded call.

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We have US based phone service through RingCentral.  We are a pest and lawn company and when new customers sign up for service, they give us their credit card numbers to put on autopay.  
I know that there is the feature where you can mute the recording in the middle of the call to protect sensitive information.  However, there is an announcement when you do that stating that the recording has stopped and then again when you unmute there is an announcement that the recording has resumed.  We've already implemented the recording announcement at the beginning of the phone call so I feel it's unnecessary to have the "stop/start recording" announcements as well.  I would like the option to turn those announcements off.
Ideally, when a customer is getting ready to give us their credit card number, we would mute the recording and they would give us the card information, we'd repeat the information, then turn the recording back on, with no interruption in the phone call for call recording announcements. 
Having this option would make the customer's information stay more secure and it would allow the conversation to continue to flow smoothly.
We currently have 2 users and both users would utilize this feature.
I appreciate your time and consideration!
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Jennifer Johnson

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  • hopeful that this can be done soon!

Posted 4 months ago

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Simon C

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We are also wanting to do this - either turn off the message or record our own.
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Brooks Scharff

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Just upload an empty audio file.  Problem solved.

Also keep in mind that there are legal issues with this... in two-party recording consent states, you must inform the other person that they are being recorded.
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Simon C

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This is not the standard recording message. We have a blank recording for that because we already say that calls are recorded in our greeting.

This is specifically when you're on a call that's being recorded, you can hit *9 and it mutes the recording. When you do this a loud voice says something like 'call recording has been turned off' and again when you turn it back on. It is not possible to customize it at the moment.
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Brooks Scharff

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The place to upload a custom is a bit hidden... maybe this helps?

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Simon C

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Brooks I appreciate your tenacity but trust me - this is not the recording being discussed. To anyone reading this thread, don't be confused - disregard the advice above.

We already have a blank recording in place at location you screenshot and that part works fine.

The thread is about a notice that is played only when you have 'Allow mute in auto call recording' enabled and you hit *9 when on a call.

I have spoken with RingCentral and the recording we are discussing is NOT customizable at the moment.

If you want to hear it, enable the setting on the same page and then in a call hit *9.
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Brooks Scharff

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Oh, got it.  Boo :(
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Jennifer Johnson

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I second what Simon C says.  I've also talked to RingCentral about it and it's definitely not able to be customized.  I'm glad I'm not the only one who thinks it could be changed.