Skip to main content
Question

Ai recording audio to Call Agents

  • May 15, 2026
  • 4 replies
  • 74 views

Our Call Center Agents (RingCX) have reported a new audio disclosure that states Ai is recording. not to be confused with the disclosure to inbound callers that lets the caller know the call is being recorded or the notification that Ai is transcribing. Inbound callers do not hear this new disclosure, but the agent does. This creates a few seconds of silence for the caller while the audio plays for the Agent. The silence before the Agent is able to speak is causing confusion with callers. How do we deactivate this recording? The Agent already knows Ai is in place. Is this attached to ACE analytics? If so, I prefer it is turned off unti la better solution is presented. The Ai recording disclosure is an audio that only recently presented itself. I appreciate insight anyone can provide.

4 replies

Mary-Community_Moderator
Community Manager
Forum|alt.badge.img+3

Hi ​@AlbertoR, I sent you a DM. 😊


  • New Participant
  • May 20, 2026

Hi ​@Mary-Community_Moderator is there anyway to customize this so it announces our business name. When people pick up the phone and get an announcement without context of the company we’ve had people hang up the phone before we get the chance to say hello.


Brett1685885021
The First Step
Forum|alt.badge.img

Our Call Center Agents (RingCX) have reported a new audio disclosure that states Ai is recording. not to be confused with the disclosure to inbound callers that lets the caller know the call is being recorded or the notification that Ai is transcribing. Inbound callers do not hear this new disclosure, but the agent does. This creates a few seconds of silence for the caller while the audio plays for the Agent. The silence before the Agent is able to speak is causing confusion with callers. How do we deactivate this recording? The Agent already knows Ai is in place. Is this attached to ACE analytics? If so, I prefer it is turned off unti la better solution is presented. The Ai recording disclosure is an audio that only recently presented itself. I appreciate insight anyone can provide.

Not sure if already answered but the setting was auto-enabled and can be disabled at RingCX Admin > Settings > Voice > Accounts > General > Compliance Prompts.


  • Community Manager
  • May 27, 2026

Hi ​@AlbertoR ,

@Brett1685885021  nailed it - you can disable compliance prompts in the account settings.

See more information on compliance prompts https://support.ringcentral.com/article-v2/Configuring-your-RingCX-account.html?brand=RingCentral&product=RingCX&language=en_US
 

Thanks

Alexey