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  • 1.  Recording Party B and C after external transfer

    Posted 10-11-2018 03:42
    Edited by Sajid Abbas 10-11-2018 03:43
    Hello Everyone,

    I need some detailed info on below feature... Has anybody implemented this?

    If you want the recording to continue on an external transfer, set the Continue on External Transfer switch to Enabled. details here
    Party A = Caller who made the inbound call.
    Party B = Agent who received the call or IVR.
    Party C = External user who Party A was transferred to?

    To make this happen,
    1. How many parties are involved e.g. Caller, Agent who received the call, C party who the call was externally transferred to and how will it behave if used in conjunction with dual channel enabled?
    2. Does the PRI channel remain occupied for the time Party A and Party C are talking to?
    3. Does it work alike for transfer to external number block in architect and Transfer to external number by agent from script?


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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
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  • 2.  RE: Recording Party B and C after external transfer

    Posted 10-17-2018 05:11
    Bump

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
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    Original Message


  • 3.  RE: Recording Party B and C after external transfer
    Best Answer

    GENESYS
    Posted 11-27-2018 16:07
    Hello Sajid,

    PureCloud performs 'bridged transfers' for external transfers.  This means the original call leg from the customer to PureCloud is retained, and a new call leg from PureCloud to the transfer target is created.  The call is 'bridged' through the PureCloud SIP/Media microservices (or premises Edge device depending on the deployment type) for the duration of the call.  This allows our media engine to record the call if indicated by the trunk's recordings settings.

    In a Dual Channel scenario, the audio from the customer will be recorded in one channel while the audio from the transfer target will be recorded in the other.

    Please note, we are nearing the release of "Release Link Transfer", which can be used with supporting carriers to push External Transfers off of PureCloud when RLT is triggered within an IVR flow or via API call.  Calls released from PureCloud will not continue to be recorded once PureCloud is out of the call path.

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    alan lanteigne
    Genesys - Employees
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    Original Message


  • 4.  RE: Recording Party B and C after external transfer

    Posted 11-28-2018 01:12
    Thank you @Alan Lanteigne​

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
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    Original Message


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