Stealthy Call record

[twiSSt]

Just read the post about call record and didn't want to add this to it but I have a situation similar to it.

We are using Contact Store to record calls in our small call center. The agents also have the ability to record calls by pressing a soft key, in case they are dealing with a irrate of difficult caller.

Working with the call center manager the other day to establish the percentage of calls being recorded for each staff member we noticed that when the call is being recorded it is displayed on the agents phone. When it is being recorded the display will show - Conn Rec -

Is there anyway to prevent that from showing, we have a really good staff, but we would not like them to know when the call is being recorded.

Twist

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Everything will be OK in the end.
If it's not OK, then it's not the end

 

[NYSTECH]

In System Tab I believe if you check hide Auto recording that hides that message but, not 100% sure

ACS- IPOffice Implement

 

[Westi]

under system settings and the system Tab is a check mark called "hide auto recording" and also in the voicemail settings press F9 and there is a "play advise on call recording" check mark
you need both removed to have the system not play the message.
Check with your local laws though if it is allowed to record without telling people about it.

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[twiSSt]

Thanks! I checked the box, looks like that was the solution. The inbound callers recieve the message stating " this call may be recorded for training purposes" I have no choice in the state of FL but to do so.

The agents know they are being recorded or at least some of the calls are recorded. But when they see it they tend to behave differently than when they are not.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end