RingCX is a purpose-built multi-modal feature set that expands on the core RingCentral call queues serving our customers more effectively. In keeping with that, RingCX must have everything RingEX supports around customer experience in addition adding capabilities that streamline and improve customer experience.

Soon to be released on RingEX is a very important Call Recording update, Smart Automatic Call Recording (ACR) Notification, that can automatically record and play announcement or not record based a one- or two-party state NOTE: this is for Outbound calls on Ring EX.

As RingEX adds features like this it is imperative to match and surpass the EX feature set so that as a company we don’t dilute the RingCX sales momentum. Recording Policies in the Contact Center space isn’t something new and we can improve our standing by undertaking a necessary improvement.

It is desirable to add a new programming “Tool” in RingCX Admin >RingCX Interaction Recording Policies. I might suggest that we future proof it and consider it omni capable, if nothing more for now than screen recording paired with a call or digital interaction.

Allow for multiple policies to be created satisfying BPO requirements
Policies allow selection of Channel Types, Direction in/out, Voice, Screen
Do not record list example would be a specific telephone number never gets recorded
Programmable messaging for voice calls “This call is being recorded” that can be user created along with multi language default messaging along with Play once or play periodic at lower volume
I would suggest also proving a periodic tone (volume controllable) that is often associated with Public Safety, Ambulatory Care, Insurance Providers and Financial Services. Often the beep plays every 15 seconds indicating the line is being recorded
Interaction Recording Policies are created outside of the Queue or Campaign and then applied to Queues or Campaigns. Each Q or C could have their own policy, or a single policy could be applied to all Q & C’s.