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Outgoing Phone Call Recording

  • August 23, 2021
  • 3 replies
  • 107 views
leighannwheaton
Apprentice

Hi,

 

There used to be a ticket of the recording of our outgoing phone calls when using Fresh Desk - Is this service no longer available?  We no longer receive a ticket with the recording after placing an outgoing call?

 

Any help would be appreciated!

Best answer by hemanth.ramya

Hello @leighannwheaton,

 

The Call recording feature in Freshdesk Contact Center (formerly known as Freshcaller) would be available from the Growth (Blossom) plan onwards. In case you are in the right plan and yet you do not see the call recording on outgoing call tickets, please let us know so that we can help you accordingly. 

 

Thank you,

Freshworks Community Team

 

    C

    3 replies

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • Answer
    • August 25, 2021

    Hello @leighannwheaton,

     

    The Call recording feature in Freshdesk Contact Center (formerly known as Freshcaller) would be available from the Growth (Blossom) plan onwards. In case you are in the right plan and yet you do not see the call recording on outgoing call tickets, please let us know so that we can help you accordingly. 

     

    Thank you,

    Freshworks Community Team

     

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    Randy Hon
    Apprentice
    • Randy Hon
    • Apprentice
    • August 31, 2021

    How about the ability to play a pre-recoded message on outbound calls disclosing they are being called on a recorded line once the customer answers.

    Keer
    Community Debut
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    • Keer
    • Community Debut
    • September 1, 2021

    Hi @Randy Hon, we do have an option where you can enable recording opt-in. You can navigate to Admin > Numbers > Select the rightnumber and enable Recording opt in as highlighted in the screenshot below. 

     

    Record opt in

     Once you do that, a message would be played and the customer has to press 1 or 2 to confirm if they are okay for the call to be recorded. By deafult, the following messages to be played: 

    "Thank you for calling. We would like to record this call for quality audit and training. To allow us to record this conversation, Press 1. To opt-out of recording this conversation, Press 2.”

    You can add your own custom message to be played as mentioned here. 

    You can choose which type of calls to be recorded as well: 

    Record type

     Note:If the caller does not press any IVR input or gives an incorrect input, the call switches to record calls manually mode.

     

    Let us know if this was helpful. Have a good day!

    Cheers, Keer, Freshworks Community Team
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