Add a Recording Warning Message

When you have calls being recorded, it is imperative that your users ask for consent before recording a call. This can be done by having a user immediately tell the caller that their call will be recorded. 
Another way to obtain consent is having a recording warning play that tells callers that their call will be recorded. When users hear this message, they can withdraw their consent by hanging up the call. 

Adjust the Call Queue's Settings

In order for your callers to hear the recording warning when it is created, your call queue will need to be set to have an introduction message played before it rings any agents.

To set a call queue to play any intro messages before routing any callers…

1. Navigate to the Call Queues page.
   
2. Click the Edit Queue icon next to the call queue that will play a recording warning.
3. Switch to the Pre Queue Options tab.
   
4. Use the Require into MOH drop-down to select Yes.
   
5. Click the Save button.
   

Create the Recording Warning

Now that the call queue that records calls has been set to play intro messages, an introduction message can be created for the call queue that will warn callers that their call will be recorded.

To create a custom recording warning message to have played for callers as soon as they enter a call queue…

1. In the portal, navigate to the Call Queues page. 
   
2. Across from the call queue needing this change, click the Edit MOH icon.
   
3. To add a recording warning to that queue, click the Add Introduction button.
   
   

   Quick Tip: If there are already messages added to the call queue, click the Add Intro Message icon.

   

    
4. Use either of these options to add in a recording warning message:
   • Text-to-Speech: Use the text-to-speech option to type in a message that warns callers that their call will be recorded and select an automated voice that will read out what is typed.
     
     Once the message has been typed out, click the Save button.
   • Upload: Using the upload option, you can upload a converted audio file and give the message a name.
     
     

     WARNING: The audio file should be a 16-bit WAV (8Khz, Mono, 16-Bit PCM) file. 

     DANGER: Not converting the music file can cause catastrophic issues for your phone system.

      

      

     Convert an Audio File Using G711.org

     To convert the audio file, you can use a free site named g711.org. To do so…

     1. Visit g711.org.

     2. In the Source File section, click the Browse button.
     

     3. Select the audio file to be converted.
     

     4. In the Output Format section, ensure that the Standard Definition option is selected.
     

     5.Click the Submit button.
     

     ✔ Doing so will pull up a new page with a link.
     

      

     6. Right-click the link and select Save link as.
     

     7. In the File name box, type a name for the converted audio file and then click the Save button.
     

      

      
     Once the file has been selected on your PC, click the Upload button.
   • Record: The record option allows you to type in a phone number or extension number for the phone system to send a call. 
     
     Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.