When one person in our office answers a call, their notes automatically begin taking notes as intended. When they either transfer that call to another person in the office or place the call on hold and another person picks it up, the second person to accept that call is unable to start taking notes. Is there any way to resolve this issue?
+1The issue you are describing where AI Notes function for the first recipient but fail for the second after a transfer or hold is typically due to how RingCentral handles "call segments."
Currently, RingCentral’s AI Assistant treats a call transfer as the end of one "session" and the start of another.
For the First Person: The AI Assistant attaches to their active call segment.
The "Handoff" Gap: When a call is transferred or picked up from hold by a second person, the AI Assistant does not always automatically "follow" the audio stream to the new extension because the second person’s extension is considered a separate interaction.
If the notes do not start automatically for the second person, they can manually trigger the AI Assistant.
On the RingCentral App: Click the Notes button on the active call controller (next to the Mute/Record buttons).
Ensure the second person has "Automatic Call Notes" enabled in their individual settings. If it's only enabled for the first person, the AI will stop once the first person leaves the call.
Log in to the RingCentral Admin Portal.
Go to Users > Users with Extensions.
Select the user, click AI, and ensure AI Assistant and Automatic call notes are toggled ON.
Even with these fixes, RingCentral currently generates separate notes for each person who handled the call. The second person will receive a summary of their portion of the conversation, rather than one continuous document combining both participants' segments.
Hope this helps!
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