It would be great if admin could delete recorded calls

[sunshine207]

Sensitive phone calls WILL come in, and if you or the person answering the call cannot "pause" the recording, there should be an option for the admin to delete the recording.

Secondly, we noticed private voicemails to individual extensions are being recorded? As a work around, we've been told to have customers/vendors/employees call in on a dedicated "HR" line for private conversations but that is unrealistic, how will they know or remember to call that line if that want to ask a personal question etc? 

It's upsetting to know we are forced to choose all or nothing with this feature. 

[sunshine207]

I cannot believe this has not been resolved. Something NEEDS to be done. 

[aware134]

We just had this issue come up today - I posted a suggestion in IDEAS - Please upvote & share if you think this is a feature ST should consider addressing! https://ideas.community.servicetitan.com/ideas/COMMUNITY-I-3981

[sunshine207]

This is also a BIG concern: Secondly, we noticed private voicemails to individual extensions are being recorded? As a work around, we've been told to have customers/vendors/employees call in on a dedicated "HR" line for private conversations but that is unrealistic, how will they know or remember to call that line if that want to ask a personal question etc?  We do not want voicemails to personal extensions recorded. 

[sunshine207]

We don't have time to listen to all the calls and decide if there was sensitive info and then reach out to ST which will take days to accomplish by the time they get back to us. Why not just allow admin to delete recordings??

[sunshine207]

Thank you. I still feel an admin should have the ability to delete recordings. IS something that can be brought to ST's attention?

[LBabayan · Accepted solution]

Hi @sunshine207, 

If "Pausing" the recording isn't an option, to delete the call recording all you would need to do is contact our support team so they can remove the recording from the backend side. 

Also, if the sensitive information is providing credit card information over the phone, one of the latest feature releases addresses just this. The call recording is paused when the payment screen is opened. Call recordings will be automatically paused for all CSRs/users, when taking credit card payments, regardless of the users “Pause Call Recording” permission. Call recording will automatically resume when the credit card payment screen is closed.