We need to disable call recording for overflow calls, since those agents cannot pause recording for PCI compliance. Is there anything on the roadmap that would allow doing so? (Without manually disabling it every time we turn on overflow calls.)
Parked
Disable recording for overflow calls
- Product Manager
Hi,
Thanks for the feedback on your use case. Unfortunately this is something we don't have right now and it is not on our roadmap.
One workaround may be to configure call transfer to an external phone number via IVR instead of a call overflow. We have the logic in the system to stop call recordings when they get transferred to external numbers.
If calls to overflow numbers mainly happen outside business hours, then you can update your IVR greeting to include a message about your business hours, indicating something to the effect of, "Our normal business hours are 8-5, if you're calling outside this timeframe and need immediate assistance, please press 3". From there, you can have that call route to an external number and the call recording can stop.
Thanks,
Martin
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