Recorded hold and IVR message to form part of recorded call!!!!!!!

  • 1
  • 1
  • Question
  • Updated 3 months ago
  • Acknowledged
Hi team, 

I posted the italicised question below two weeks ago and got some great assistance form you guys. The new process was set up with the help of the RC Support team and I was ready to have the new T&Cs message professionally recorded and set up. 

However, I quickly realised that recorded messages including our IVR messages are omitted form teh actual recorded call. The whole point of us having such lengthy messages is for teh purposes of compliance and to be able to demonstrate that a client has been conditioned and agreed to certain T&Cs. 

I desperatly need to be able to have our IVR and any other recorded messages we choose features as part of the call recording and the user should be able to toggle on and off wherether each recorded message forms part of teh final recordng. Is there any way, and if not could you support me in getting this change rusked through PLEASE. 

Failing that I will have to find another provider, not something I want to do as RC offers such incredible service and is generally a fantastic product. 

PREVIOUS MESSAGE

Hi


I need for my agents to be able to play a compliance message to my customers when they are making a sale. Essentially the easiest way for it to function is a second hold message and method of access in it a button for example dial *5 and the client hears the message for a set period of time. This will give my agent time to complete some vital admin work associated with the sale, when the client has head the message the agent they were dealing with before needs to be alerted that they are holding and can commence the call again. This will ensure consistency when the client hears the message. 

It also needs to be recorded as part of the initial call recording so we can prove the client has heard the message. 

Any ideas?


As always your help and advice is very much appreciated.

Thank you 
Photo of Robert Leigh

Robert Leigh

  • 140 Points 100 badge 2x thumb

Posted 3 months ago

  • 1
  • 1
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 45,276 Points 20k badge 2x thumb
Hey Robert, so you're saying that you want to hear the IVR prompts in the call recording for every single call?
Photo of Robert Leigh

Robert Leigh

  • 140 Points 100 badge 2x thumb
Hey Saadat, yes any call where the client hears a recorded greeting or message accept for hold music I need to that greeting or message to form part of the call recording. Reason being that we have to be able to evidence that clients have been told and have heard certain complaince messages that we include in our IVR and also now a greeting that we manually send a clinet to on a virtual extension that then is returned to the agent that originally sent it.

Hope that makes sense.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 45,276 Points 20k badge 2x thumb
Hey Robert, I'm not sure of a way to make what you want happen :/ Your setup seems a bit unique. It's possible that something like this could be done with our Contact Center package but I'm not sure. You could have your Account Manager go over these details and speak with our Contact Center team about the possibilities.