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

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Important: 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.

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.
For information about how to set up call recording for phone, digital, and SIP-IN lines,
see Managing call recording options.
This article contains the following topics:

Understanding call recording permissions (opt-in or opt-out)
Using call recording permissions (opt-in or opt-out) with group routing
Using call recording permissions (opt-in or opt-out) with an IVR
Reporting for call recording permissions (opt-in and opt-out)



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

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.
The settings you can configure are:


Always record calls (all): All inbound and outbound calls are
recorded.

Caller must opt-in (inbound only): By default, calls (including outbound
calls) are not recorded. The caller can opt-in to the recording by pressing 3.
Not applicable to digital lines.

Caller must opt-out (inbound only): By default, calls (including outbound
calls) are recorded. The caller can opt-out of the recording by pressing 3.
Not applicable to
digital lines.

Do not record calls (all): No inbound or outbound calls are
recorded.

Regardless of these settings, if the caller chooses to leave a voicemail, this is
always recorded and a ticket is created.
To configure call recording options, see Managing call recording options.



Using call recording permissions (opt-in or opt-out) with group routing

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.
You can record your own greeting. See Managing outgoing greetings.
When using a digital line, callers opt-in or opt-out by using a check box in the Web
Widget.



Using call recording permissions (opt-in or opt-out) with an IVR

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.
To configure call recording permissions in an IVR

Record a new greeting (or update an existing greeting) in the IVR
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 Managing outgoing greetings.
In the IVR route where the action selected is to route to a group, choose your
new or updated greeting from the Greeting drop-down list.
Configure any other IVR options you need, then click Save. See the
screenshot below for an example.


In the example above, when the caller presses 1 to be routed to the Support
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.



Reporting for call recording permissions (opt-in and opt-out)

You can get details about call recording opt-in and opt-out activity using one of the
following methods:


From a ticket: In a ticket generated by a phone call, the Call details
section shows whether a caller opted in or out of the call recording.

Using Zendesk APIs: 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 Incremental Calls Export API
including:
Total count of how many times each agent interacts with the
recording control button
Total time each call was recorded
Total time each call was not recorded





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