By the way, a great place to start your search (if you have not already found and made use of it) is the Genesys Knowledge Network.
It is accessed by clicking the brain icon in the top right sidebar of this Community, or directly at https://know.genesys.com.
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George Ganahl GCP (Genesys Cloud)
Principal PS Consultant
Genesys
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Original Message:
Sent: 03-07-2023 12:17
From: Catherine Dupire
Subject: Consult Transfer & Internal Recordings
Yes, thank you George. Considering the date of the discussion I supposed it was implemented, searched in documentation and I had finally found it. But thanks a lot anyway for taking time to answer me ! :-)
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Catherine Dupire
NXO FRANCE SASU
Original Message:
Sent: 03-07-2023 11:52
From: George Ganahl
Subject: Consult Transfer & Internal Recordings
https://help.mypurecloud.com/articles/record-acd-agent-consult-calls/
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George Ganahl GCP (Genesys Cloud)
Principal PS Consultant
Genesys
Original Message:
Sent: 03-07-2023 11:27
From: Catherine Dupire
Subject: Consult Transfer & Internal Recordings
Hi. The link doen't work.
Do you have any news about the implemntation of this feature ?
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Catherine Dupire
NXO FRANCE SASU
Original Message:
Sent: 12-16-2020 11:19
From: Lesley Vereen
Subject: Consult Transfer & Internal Recordings
I wanted to provide an update here on recording that consult portion of ACD calls. In case you're not aware, you can see the status updates in the Ideas portal here. Beta is targeted for mid/late Jan and GA target mid/late Feb.
https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-335
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Lesley Vereen
Sr Product Manager - PureCloud
Genesys
Original Message:
Sent: 05-13-2020 10:19
From: Lesley Vereen
Subject: Consult Transfer & Internal Recordings
Correct - Recording of consult portion of conversation not been released but work has just started. I don't have an ETA yet other than hope to have it ready by end of year.
Also recording the consult portion of a call (= caller is on hold and agent calls another agent) is not the same thing as a User recording. Please see the table on this page for the difference between a User recording and Policy based https://help.mypurecloud.com/articles/recording-in-purecloud/ A user recording cannot be initiated when the agent is on queue - and user recordings are not managed by policies nor do they appear in the Interactions view. They only go to the user's inbox.
Thanks
Lesley
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Lesley Vereen
Sr Product Manager - PureCloud
Genesys
Original Message:
Sent: 05-13-2020 10:06
From: George Ganahl
Subject: Consult Transfer & Internal Recordings
No, it has not been released. @Lesley Vereen can add more insight on the progress.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-13-2020 09:56
From: Jared Cox
Subject: Consult Transfer & Internal Recordings
Hi Leslie,
Has this been released? The Resource Center refers to User Recordings being available for Supervisors based policies for retaining interactions, but I wasn't able to find the policy that would accomplish this.
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Jared Cox
Genesys - Employees
Original Message:
Sent: 07-26-2019 17:14
From: Lesley Vereen
Subject: Consult Transfer & Internal Recordings
Hi Bob
Just for clarification the "hand-off" is usually considered the transfer - and we do record the transfer. The part that we need to add is the option to record the consult (agent <> agent) this is a priority and the goal is start work on this Q4 with delivery target in Q1. Since the work isn't yet in development I can't provide anything more specific at this point. There's not really a workaround to accomplish that, so hopefully this will meet your customer needs.
Thanks,
Lesley
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Lesley Vereen
Sr Product Manager - PureCloud
Genesys
Original Message:
Sent: 07-26-2019 15:22
From: Bob Shappell
Subject: Consult Transfer & Internal Recordings
Hi Leslie. We have a rather large customer that absolutely requires the consult portion of the hand-off to be recorded. Since the consult is occurring in an ACD queue, there is no manual record button available for either internal party (Interactions area). Are there any workarounds at all we can show them before they look elsewhere for a platform that will record internal conversations?
Thanks!
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Bob Shappell
Avtex
Original Message:
Sent: 07-20-2019 11:06
From: Lesley Vereen
Subject: Consult Transfer & Internal Recordings
This is a feature that we do have plans to add. Please feel free to add your vote on the Ideas Portal if you haven't already done so. Updates will be provided there when work is under way and we have a target release date. https://genesys.ideas.aha.io/ideas/CLWFO-I-2
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Lesley Vereen
Sr Product Manager - PureCloud
Genesys
Original Message:
Sent: 07-19-2019 14:47
From: George Ganahl
Subject: Consult Transfer & Internal Recordings
It has been considered a couple of times since then, but has not received enough interest from customers to be made a priority by Product Management.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-19-2019 14:37
From: Angel Rodriguez
Subject: Consult Transfer & Internal Recordings
Hi there, so this response was provided over 2 years ago. Is the possibility to record internal calls ever going to be considered?
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Angel R.
Original Message:
Sent: 03-22-2017 09:25
From: Caitlan Spronk
Subject: Consult Transfer & Internal Recordings
Hi Arunachalam,
You're not missing any settings--conversations between internal users are not recorded on purpose. Internal users can initiate their own recording of a conversation, (https://help.mypurecloud.com/articles/record-a-call/) but at this time there isn't a policy-based way to record intercom calls.
However, development is aware of this limitation, and have a project to make recording intercom calls possible.