Contents
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Introduction
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Adding and Managing Numbers
- FAQ
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Common Issues and Solutions
1. Introduction
The Do Not Record (DNR) feature allows a list (whitelist) of phone numbers to be added against a user where recordings are not captured and stored in Dubber.
This allows users with compliance recording settings to keep certain calls private with parties such as lawyers. The feature is compliant with MIFID II and GDPR regulations as metadata of the call is retained.
Access
To view and manage DNR you must be an account administrator or group administrator.
Feature Overview
The DNR feature allows users to:
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Create and manage a whitelist of phone numbers that should not be recorded at a user level.
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Specify reasons for whitelisting numbers.
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Maintaining metadata of discarding recordings on the whitelist, allowing reporting for compliance requirements.
Accessing the Feature
To access the DNR feature, log in to the Dubber portal and navigate to the "My Account" and select the "People" tab. From there, select a user, and "Do Not Record" to manage a users whitelist.
The Do Not Record (DNR) user interface consists of several key elements:
- Whitelist Table: Displays the list of whitelisted numbers along with their reasons.
- Add Number Button: Allows users to add a new number to the whitelist.
- Edit Button: Enables users to modify existing entries.
- Delete Button: Removes numbers from the whitelist.
- Reason Dropdown: Provides options for specifying the reason for whitelisting a number.
2. Adding and Managing Numbers
Add a Number
1. Click Do Not Record on a user profile
To get to this screen navigate to the People tab, click the desired user and then Do Not Record
2. Click on Add a number
3. Enter the Number, Number Type and Reason To Not Record
The number must entered with the country code and if an extension is used this is to be entered after the main number.
Reason To Not Record is a picklist with 3 options, Business - Private, Personal and Vendor.
4. Click on Add number to save
Managing Do Not Record List
1. Click on Do Not Record
Do Not Record is visible when viewing a users profile from the People tab.
2. To edit and existing entry select the setting icon
3. Make any required changes
You can edit the phone number, number type and reason to not record.
4. Click on Update number to save
5. To Delete a number from the Do Not Record List select the trash icon
6. Click on Remove Number to confirm removal
7. The users Do Not Record List will now display the updated list
3. FAQ
- Can I add a number to the Do Not Record List for all users on my account?
- Yes, a phone number can be on multiple users Do Not Record list. Simply add the phone number to each users Do No Record List.
- Can I bulk manage Do Not Record Lists?
- Adding and managing whitelists needs to be done on an individual user level and bulk management features are not available at this stage.
- What reporting is available?
- A report showing calls where Dubber has discarded the recording due to the Do Not Record feature can be produced by our support team.
- Can I add meeting participants to a Do Not Record List?
- No, Do Not Record only supports phone numbers, not meeting participants.
- Are call transfers supported by the Do Not Record feature?
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- No, if a call is transferred it may bypass the Do Not Record list.
4. Common Issues and Solutions
Scenario: Recording captured when Phone Number is on Users Do Not Record List
Common Cause: Phone number entered in incorrect format.
Solution: Ensure the phone number is entered in the correct format (e.g., including the country code for both Mobile and Landline numbers). Double-check for any typing mistakes or extra spaces.
Scenario: Missing Required Fields error message
Common Cause: A required field has not been entered when adding or editing an entry on the Do Not Record List.
Solution: Make sure all mandatory fields (e.g., Phone Number, Number Type, Reason To Not Record) are filled out before saving.
Scenario: Permission Denied error message
Common Cause: The user does not have the correct permissions to view and/or manage Do Not Record lists.
Solution: Administrator access is required. Reach out to an Account Administrator to upgrade your access level.