Dang. What we're doing is giving the caller the option to opt out of having their call recorded. If they select affirmatively, the call is then transferred to a secure call flow and transferred to the ACD from there... My assumption was that calls sent to ACD in a secure call flow weren't recorded.
So if we don't want the call to be recorded, how does that work? Do we have to transfer it to a different queue that has a delete policy?
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Dean Thames
Koch Business Solutions
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Original Message:
Sent: 11-12-2019 10:10
From: Melissa Bailey
Subject: Secure Call Flows
What happens in a secure flow is not recorded. What happens outside the secure flow is (assuming recording is turned on).
If you mean the secure flow does the ACD transfer:
The call is not recorded while the caller is inside the secure flow. The ACD transfer ends the secure flow and recording continues from before the call went into the secure flow.
If you mean the call transfers to ACD, answered by an agent, then the agent sends the caller to a secure flow:
The call is recorded during the transfer, agent, and pauses while the caller is in the secure flow. It resumes after the caller is finished with the secure flow.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 11-12-2019 09:10
From: Dean Thames
Subject: Secure Call Flows
True or False.... Calls transferred to ACD and answered by an agent in a secure call flow are recorded?
#ArchitectureandDesign
#Telephony
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Dean Thames
Koch Business Solutions
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