Understanding call recording permissions (opt-in and opt-out)

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<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> You are responsible for using the recording features in Zendesk
Talk in compliance with all applicable laws. Certain jurisdictions may require
End-User and/or Agent consent prior to initiating a recording. By enabling call
recording, you agree that you have received such consent.</div>
</div>
<p class="p">You can configure your call recording options so callers can opt-in or opt-out of call
recording by pressing 3. This functionality helps you to remain legally compliant by
preventing sensitive and personal end-user data from being stored in call recordings.
Additionally, it gives more flexibility and control over how you manage privacy and data
security for your voice channel.</p>
<p class="p">For information about how to set up call recording for phone, digital, and SIP-IN lines,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">Managing call recording options</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408838605210__ul_hns_hkm_fkb">
<li class="li"><a class="xref" href="#topic_rpx_yjm_fkb">Understanding call recording permissions (opt-in or opt-out)</a></li>
<li class="li"><a class="xref" href="#topic_rbh_1km_fkb">Using call recording permissions (opt-in or opt-out) with group routing</a></li>
<li class="li"><a class="xref" href="#topic_csm_fkm_fkb">Using call recording permissions (opt-in or opt-out) with an IVR</a></li>
<li class="li"><a class="xref" href="#topic_p3h_qpm_fkb">Reporting for call recording permissions (opt-in and opt-out)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rpx_yjm_fkb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding call recording permissions (opt-in or opt-out)</h2>
<div class="body">
<p class="p" dir="ltr">You can configure opt-in or opt-out for each of your Zendesk phone numbers.
If you are using a digital or SIP-IN line, some of these settings won't apply.</p>
<p class="p" dir="ltr">The settings you can configure are:</p>
<ul class="ul" id="topic_rpx_yjm_fkb__ul_xp5_dxc_ckb">
<li class="li">
<strong class="ph b">Always record calls (all):</strong> All inbound and outbound calls are
recorded.</li>
<li class="li">
<strong class="ph b">Caller must opt-in (inbound only):</strong> By default, calls (including outbound
calls) are not recorded. The caller can opt-in to the recording by pressing 3.
Not applicable to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">digital lines</a>.</li>
<li class="li">
<strong class="ph b">Caller must opt-out (inbound only):</strong> By default, calls (including outbound
calls) are recorded. The caller can opt-out of the recording by pressing 3.
Not applicable to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">digital lines</a>.</li>
<li class="li">
<strong class="ph b">Do not record calls (all):</strong> No inbound or outbound calls are
recorded.</li>
</ul>
<p class="p">Regardless of these settings, if the caller chooses to leave a voicemail, this is
always recorded and a ticket is created.</p>
<p class="p">To configure call recording options, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">Managing call recording options</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rbh_1km_fkb">
<h2 class="title topictitle2" id="ariaid-title3">Using call recording permissions (opt-in or opt-out) with group routing</h2>
<div class="body">
<p class="p" dir="ltr">If you're using group routing and call recording opt-in or opt-out is
enabled for a number, the caller hears a default call recording opt-in or opt-out
greeting after the Available agents greeting has played. This greeting informs
callers that they can press 3 to opt-in or opt-out of call recording.</p>
<p class="p">You can record your own greeting. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821594650" target="_blank">Managing outgoing greetings</a>.</p>
<p class="p">When using a digital line, callers opt-in or opt-out by using a check box in the Web
Widget.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_csm_fkm_fkb">
<h2 class="title topictitle2" id="ariaid-title4">Using call recording permissions (opt-in or opt-out) with an IVR</h2>
<div class="body">
<p class="p" dir="ltr">If you've set up an IVR with the option to direct the call to a group, the
default call recording opt-in or opt-out greeting won't be played. However, once a
caller is in the queue, that caller can still press 3 to opt-in or opt-out of call
recording. Below is an example of how to do this. </p>
<p class="p"><strong class="ph b">To configure call recording permissions in an IVR</strong></p>
<ol class="ol" id="topic_csm_fkm_fkb__ol_q35_nmm_fkb">
<li class="li">Record a new greeting (or update an existing greeting) in the <strong class="ph b">IVR</strong>
category. Make sure the greeting indicates that the caller can opt-in or opt-out
of call recording by pressing 3 (depending on the call recording options you
chose). For help recording greetings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821594650" target="_blank">Managing outgoing greetings</a>.</li>
<li class="li">In the IVR route where the action selected is to route to a group, choose your
new or updated greeting from the <strong class="ph b">Greeting</strong> drop-down list.</li>
<li class="li">Configure any other IVR options you need, then click <strong class="ph b">Save</strong>. See the
screenshot below for an example.<p class="p"><img alt="IVR recording greeting" class="image img-screenshot" id="topic_csm_fkm_fkb__image_pzp_5nm_fkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_IVR_recording.png" width="850"></p>
</li>
</ol>
<p class="p">In the example above, when the caller presses 1 to be routed to the <strong class="ph b">Support</strong>
group, they'll hear the custom greeting you made and be able to press 3 to opt-in or
opt-out of the call recording.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_p3h_qpm_fkb">
<h2 class="title topictitle2" id="ariaid-title5">Reporting for call recording permissions (opt-in and opt-out)</h2>
<div class="body">
<p class="p">You can get details about call recording opt-in and opt-out activity using one of the
following methods:</p>
<ul class="ul" id="topic_p3h_qpm_fkb__ul_mxs_bqm_fkb">
<li class="li">
<strong class="ph b">From a ticket:</strong> In a ticket generated by a phone call, the Call details
section shows whether a caller opted in or out of the call recording.</li>
<li class="li">
<strong class="ph b">Using Zendesk APIs:</strong> Caller opt-in or opt-out key presses are passed to
the incremental API. You can report on caller opt-in or opt-out key presses
using the <a class="xref" href="https://developer.zendesk.com/api-reference/voice/talk-api/incremental_exports/#incremental-calls-export" target="_blank">Incremental Calls Export API</a>
including:<ul class="ul" id="topic_p3h_qpm_fkb__ul_nsl_v34_pkb">
<li class="li" dir="ltr">Total count of how many times each agent interacts with the
recording control button </li>
<li class="li" dir="ltr">Total time each call was recorded</li>
<li class="li" dir="ltr">Total time each call was not recorded</li>
</ul>
</li>
</ul>
</div>
</div>
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