Phone call recording notification

Forum|Forum|3 years ago
December 2, 2022
8 replies
7 views

Hello,

We have automatic call recording for all of our sites with our own IVR greeting message that includes a disclaimer that the calls are being recorded. The problem is that when a customer calls in and selects from the IVR,after hearing the disclaimer, there is another automatic Zoom call recording notification that starts to play when the company employee answers. Is there a way to remove this since we have our own disclaimer? I understand its a legal issue but as long as the caller is notified that the call is being recorded everyone is conforming to that law. Any guidance is appreciated. We have many of our company sites complaining about this.

Recordings

FORE-Craig

Specialist

Hi @Jbeck

You can turn off the Automatic Prompt in Admin > Account Management > Account Settings > Zoom Phone for Automatic Call Recording and Ad Hoc Call Recording:

https://zoom.us/account/setting?tab=pbx

See attached screenshot.

I hope that helps!

J

JbeckAuthor

Newcomer

I have done that and it doesn't remove it.

E

enielsen

Contributor I

The above as per https://support.zoom.us/hc/en-us/articles/4402416352909-Changing-call-recording-settings

J

JbeckAuthor

Newcomer

Thanks but that doesn't fix the issue. I have read that KB back and forth for weeks none of those options remove the notification.The recording notification still still plays when the inbound call is answered.

E

enielsen

Contributor I

Interesting, I know those options work with call queue automatic recordings, so odd that it is not with your Auto Receptionist's IVRs.

Looking at settings, with call queue's have their own recordings configurations, while AR's use the site and account level settings. Are you sure you are disabling the zoom call recording notice at both the Site and Account level?

(We don't have automatic recording enabled at all so I can't confirm myself that the options are present at both levels)

J

JbeckAuthor

Newcomer

Thanks again for the response. Yes it is disabled on both. Used the Chat Bot and got a human to assist and they stated it cant be removed if automatic call recording is enabled. Not sure why Zoom requires this as the liability is on our business. Never heard of a carrier getting sued over a non disclosed audio recording but I guess it has happened.