Can we omit IVR Leg from call recording

Platform API .NET SDK
1

Hi,

Is there any option to remove or omit the IVR portion in a call recording.

Regards,
Vageesan

2

Have you seen the secure flows, or do you mean above and beyond what those provide?

3

I need to explore the secure flows.

4

Hi,
Our need is beyond the secure flows.

Normally there are a few seconds of IVR/Dial tone leading into the agent greeting the customer. On some calls, there’s between 1m 3sec to 9m 27 sec of IVR before the connection to the agent is made. Which we don't want to include in the call recording.

Regards,
Vageesan

5

No feature for that today, you may be interested in this idea which I believe covers your "remove" aspect at least, but it appears they may have already rejected it.

6

Hi Vageesan,

There is currently no mechanism to exclude or trim the IVR recordings out of the call. The secure flow is the only place where we do not include parts of the call in what's being recorded. Per @Eos_Rios comments, your best course of action is to vote on the ticket already out there or if it is closed, open a new ticket in our ideas portal.

Thanks,
John Carnell
Manager, Developer Engagement

7

Hi Vageesan, can you review this idea and let me know if it meets your needs?

8

Yes, This idea meets our need.

9

Perfect! We expect to have an ETA for this feature before the end of the year. Please vote for the idea so that you can receive updates from our Product Management team. Thank you!

10

Thanks for the update.

Voted for the idea.

11

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