Complex call recording scenario.

Example.

We have 10 ‘departments’ that have call queues. Only ONE of these departments, e.g SALES, is enabled for call recording. As are the call handling agents within the queue.

There is a recording announcement “thanks for calling sales - your call is being recorded”

When a customer calls reception (no call recording) and asks to be transferred to SALES, the receptionist does a consult transfer to an agent. Now here’s the problem.

The first part of the consult - receptionist to salesperson - begins with “thanks for calling sales - your call is being recorded”. But when the customer is actually transferred, they don’t hear the warning.

We don’t want receptionist to be told, we want the customer to be told.

The attempted workaround from RC is to create a custom recording greeting of silence (1 second) and apply. Then on the Sales queue, create a custom greeting saying “you are through to sales - your call is being recorded”. This is fine, ‘in theory’ …….. BUT

We have to record outbound calls. The current recording announcement mechanism only allows a single announcement that is applied to both incoming and outgoing calls. So using RC’s recommendation, the outbound call would NOT warn users that they are being recorded, just plays them 1 second of beautiful silence.

Any ideas?

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@Andy Mac,

How about keeping the default call recording greeting instead of replacing it with a silent recording? Then, create a new "Sales" call queue mirroring the settings of the existing Sales queue. This new queue would be used specifically for internal transfers—such as when the receptionist needs to transfer a call to Sales.

By doing this, we can maintain the custom greeting on the duplicate queue that announces the call is being recorded. While the receptionist may hear the recording announcement twice, this approach ensures that customers will still hear the proper disclosure for both inbound and outbound calls.

in addition to what Crystal suggested - you could also unpublish the original queue from your directory. Only include the queue with the greeting in directory. This will prevent your receptionist from accidentally transferring to the wrong queue.

@Andy Mac,

How about keeping the default call recording greeting instead of replacing it with a silent recording? Then, create a new "Sales" call queue mirroring the settings of the existing Sales queue. This new queue would be used specifically for internal transfers—such as when the receptionist needs to transfer a call to Sales.

By doing this, we can maintain the custom greeting on the duplicate queue that announces the call is being recorded. While the receptionist may hear the recording announcement twice, this approach ensures that customers will still hear the proper disclosure for both inbound and outbound calls.

Not sure I follow - I don’t think that would work.

^^ Only ONE queue is enabled for call recording (Sales).

Reception isn’t enabled.

So if a customer calls reception, and reception transfers to a secondary (internal only) queue, then they wouldn’t be informed that they are being recorded

tested what Crystal suggested and it didn’t work.
While it keeps the greeting on outbound calls, it does not keep the greeting on attended transfers to the queue. Looks like there isn’t a way to do what you are asking about.

Workarounds:
1. Reception needs to mention that the calls of the Sales queue are recorded
or
2. Reception needs to do COLD TRANSFERS to the queue
or
3. (...this is going to sound weird...and will mess with your reporting if you are using analytics)
- Reception initiates a transfer to the queue
- sales agent picks up and speaks with reception
- reception cancels the transfer // sales agent hangs up
- reception does a cold transfer to the direct extension of the agent from sales

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