Automatic notes not being taken when picking up call from parked location

Question

Hello my firm has been having issues lately where if we park a call then pick up that parked call, it does not always record the notes/transcript and it will come up with a message saying unable to take notes. The weird thing is that it only happens sometimes so we are not sure how to fix it or if it is a human error on our side. If anyone knows anything about this or knows of any fixes so that we are always taking notes, that would be very helpful. Thank you!

Mary-Community_Moderator · Accepted Answer

Hi ​@RefinedWMSupport,This definitely isn’t expected behavior and will need a closer look. I recommend submitting a ticket here: https://support.ringcentral.com/new-case.html. To help the support team investigate more efficiently, please include the following details:Specific examples: Share the exact date, time, and timezone when the issue occurred.Extensions involved: List the extension numbers of the users who parked and retrieved the call.Trace request: Ask them to check the Call ID of the failed calls to trace the call flow and see where the AI engine’s session may have dropped.This should give the team the context they need to dig in right away. 👍

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