First Credit Services archives over 50,000 calls a day with RingCentral’s call log APIs

FCS makes collection calls and provides other outsourced business services to its clients, most of whom are health clubs trying to get members to pay their renewal fees. FCS also makes some calls to collect on other debts, such as medical bills. The business has about 300 employees, with the majority of them based in Mumbai, India, and about 30 in New Jersey.

FCS originally considered switching to RingCentral because it was concerned about problems with the reliability of its previous phone service, says Business Support Manager, Dennis Mudaliar. The initial deployment, in August 2015, was to the New Jersey office. When that worked well, FCS decided to adopt it for the whole business. Overall, the transition worked smoothly. But there was one significant problem.

“We make about 50,000 to 55,000 calls in a day, and there was a challenge about how to handle the recordings,” Mudaliar explains. RingCentral allowed FCS to record all those calls, but under its standard terms accounts are limited to 100,000 recordings, which will be retained for up to 90 days. That meant once FCS began running its entire volume of calls through RingCentral, the limit was being exceeded every couple of days. To be safe, FCS really wants to retain them for about two years, and specific recordings might have to be kept for years longer in the case of litigation, he says. While no one will ever review the vast majority of those recordings, they need to be retained just in case they are ever needed.

Fortunately, the RingCentral platform API for call recordings provided the answer: a system for automatically downloading and archiving the audio files and corresponding call logs.