Recording enable and disaple option on Dialer or on conversation.
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Sam S
The current IVR phone system, as well as the regular phone system, lacks an option in the conversation section to easily manage call recordings. Specifically, there's no straightforward way to enable or disable outbound voice recordings or manage inbound voice recordings on demand.
This feature should be implemented because when the IVR is integrated into the workflow for inbound calls, the recording settings can create confusion. If the original phone settings have recording turned off, it only records inbound calls, not outbound ones. To address this, you have to unpublish the IVR, revert to the original phone settings, enable the recording feature, and then republish the IVR, which creates an unnecessary loop.
I recommend introducing a toggle or button, either within the phone dialer or the conversation section, that allows users to enable or disable call recording for both inbound and outbound calls at any time. This would streamline the process and eliminate the need to repeatedly switch between settings.
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S
Sam S
Fuurther to above more advance suggestions:
Suggestions for Improvements
1. Simplified Call Recording Activation/Deactivation
Current Challenge:
The process of toggling call recording requires navigating through multiple steps, including:
- Unpublishing the IVR system.
- Modifying settings under the phone section.
- Republishing the IVR system.
This zigzag workflow is inefficient, especially for agents who frequently engage in both casual conversations (where recording isn't needed) and compliance-related enrollment calls (where recording is required).
Proposed Solution:
Implement a simplified "Call Recording On/Off Toggle" as follows:
- Within the Conversation Section: A button to activate or deactivate recording before or during a call.
- On the Dial Pad Interface: Include a toggle button for real-time activation or deactivation.
This feature should allow:
- Agents to activate recording when starting a compliance-driven application or enrollment.
- The ability to keep recording off for informal conversations with clients to maintain privacy.
- The flexibility to toggle recording mid-call if necessary.
As addition, include call conference freature.
