Customer Request

The customer would like the ability to use Switch to Video and Share Screen while on an active phone call with Automatic Call Recording (ACR) enabled.

Currently, ACR prevents users from starting video or screen-sharing sessions during a call. This creates workflow challenges, as users must end the call, stop recording, or rely on external tools to share information with customers. These workarounds can impact productivity and create compliance concerns.

Requested Enhancement

The customer is requesting a seamless way to start a RingCentral Video session or screen share while keeping the existing recorded phone call active.

Dual-Track Seamless Split
The user can select Switch to Video or Share Screen during an active recorded phone call.
RingCentral Video launches while the phone call remains connected in the background.
The phone audio continues through the existing call connection, and Automatic Call Recording continues uninterrupted.
The video session starts with microphone and speakers disabled or set to No Audio to prevent echo and audio conflicts.
Users can collaborate visually without affecting the compliance recording of the phone call.
Customer Benefits
Improved productivity: Allows users to quickly share visuals without interrupting customer conversations.
Maintained compliance: Ensures required call recordings continue while reducing the need for external collaboration tools.
Better user experience: Provides a seamless connection between RingCentral phone calls and video collaboration.