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Start recording the interaction only after "an announcement"

  • 1.  Start recording the interaction only after "an announcement"

    Posted 12-28-2018 11:08
    Hi,

    The customer want the incoming calls to be recorded automatically only after the calling party (customers) hear a message like (please note that this conversation will be recorder...erc)

    I have added "Enable Participant Recording" blcok after this announcement, to record only from here, but when we go to the interaction after the call finished, we can hear the entire conversation

    Please any idea of how to achieve this ?

    Thank you in advance.
    #PlatformAdministration
    #QualityManagement
    #Telephony
    #Unsure/Other


  • 2.  RE: Start recording the interaction only after "an announcement"

    GENESYS
    Posted 12-28-2018 11:27
    Note that you have to modify the Architect Inbound Call flow with an Enable Participant Recording action. It only works with inbound calls:

    https://help.mypurecloud.com/articles/enable-line-recording/

    https://help.mypurecloud.com/articles/enable-participant-recording-action/

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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  • 3.  RE: Start recording the interaction only after "an announcement"

    Top 25 Contributor
    Posted 01-02-2019 11:15
    On your trunk, is Consent Required enabled?  It's under the media section.

    If Line Recording is enabled & Consent Required is disabled, we record all calls and the Enable Participant Recording action has no effect.
    If Line Recording is enabled & Consent Required is enabled, we will begin recording after the Enable Participant Recording action is executed.
    If Line Recording is disabled, we don't record any calls and the Enable Participant Recording action has no effect.

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    Melissa Bailey
    Genesys - Employees
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  • 4.  RE: Start recording the interaction only after "an announcement"

    Posted 01-02-2019 12:19
    Thank you George and Melissa, it is very clear now

    I have to enable Consent Required and Line recording to make ''Enable Participant Recording" action working

    Thank you again for your time

    Regards

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    Oudderhem Mostafa
    Coverage-Communication
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