What is causing call recording announcements to play mid-call when placing outbound calls through ServiceTitan and how can it be turned off?

Problem

Users hear a message saying the call is being recorded. This happens mid-call when using the Click-to-Call feature. The message may play, but the call does not go through to the customer. This issue occurs intermittently.

Solution

Deselect For personal calls, play an announcement when toggling recording or adding participants to a recorded call in the Office-Wide Settings section.

Edit your Office-Wide Settings

Follow these steps to stop the call recording announcements from playing during calls.

1. In DialPad, go to Admin Settings > Office.

2. Scroll down to Office-Wide Settings.

3. Deselect For personal calls, play an announcement when toggling recording or adding participants to a recorded call.

4. Make an outbound call through ServiceTitan to ensure the issue is resolved.

Note: Call recordings are automatically paused when customer service representatives open the Charge Credit Card screen from Payment Collections regardless of their Pause Call Recording permissions. This is intended and cannot be disabled.