Please turn ALL call recordings automatically on when creating a new extension, Ring Group, or Call Queue.

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Please change the options for recording calls to automatically on upon creating a new extension or Call Queue or Ring Group or any other way calls come in and out of RingCentral. It makes more sense to have to turn this off than it does to go through the hassle of having to turn it on.

Our team has had a frustrating morning because of this not being automatic. 

I have been our company’s RingCentral Administrator for the last three years. Everything that I read on RingCentral’s help and community websites about this has been wrong. It all says that as long as the individual extensions are set to recording calls, every call that comes through their extension will be recorded. Because it said this, I did not realize that when we created Call Queues there was another place where I had to go to turn on the call recording. James was so kind to help us learn this this morning and to help us turn it on. He did not know it was like this either. 

We have lost three years of call recordings that were never recorded because we believed that your information was correct. 

Please make this change. 

For those of you reading this that have this same issue...To set your Call Queues to record your incoming calls, your Admin will need to turn it on by going to “Phone Systems” then “Auto-Receptionist” then “Call Recording”. Look for “Extensions to Record” and click “Edit” under that. At the top of this screen find and click on “Call Queues”. Check the boxes of the Call Queues in which you want calls recorded and click “Save”. Your Call Queue calls will NOW be recorded.  
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Lisa, Champion

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Posted 2 months ago

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Saadet - Community Support, Official Rep

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Hi Lisa,

I'm so sorry for this frustration, and I'm going to ask our KB Team to update the Articles about Call Recording to reflect that there is a difference between selecting Automatic Recording for Users vs. Call Queues.

So the reason you have to also select the Call Queues for Automatic Recording is because the beginning point of the call is in the Queue which is why it needs to be selected to be recorded, while the User section is in reference to a direct dial to their Extension.