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  • 1.  Secure Call Flows

    Posted 11-12-2019 09:11
    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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  • 2.  RE: Secure Call Flows

    Posted 11-12-2019 10:07
    Hi Dean,

     i'm sure the call is recorded from the point of connection till it's disconnected, should include transfers.

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    Gordon Thomson
    Dialler Manager
    Actavo
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  • 3.  RE: Secure Call Flows

    GENESYS
    Posted 11-12-2019 10:10

    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
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  • 4.  RE: Secure Call Flows

    Posted 11-12-2019 10:40
    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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  • 5.  RE: Secure Call Flows

    Posted 11-12-2019 10:52
    can you not create a policy for this under a quality criteria?

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    Gordon Thomson
    Dialler Manager
    Actavo
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  • 6.  RE: Secure Call Flows

    GENESYS
    Posted 11-12-2019 10:58
    Edited by Melissa Bailey 11-12-2019 10:59
    You need to enable recording on the trunk and enable Consent Required.  Then in your flow (not a secure flow), ask the caller if they want to be recorded.  If so, use the Enable Participant Recording action.  If not, don't add that action.  Then continue with the rest of the flow.

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

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    Melissa Bailey
    Genesys - Employees
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  • 7.  RE: Secure Call Flows

    Posted 11-12-2019 11:15
    Thanks Melissa...

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    Dean Thames
    Koch Business Solutions
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  • 8.  RE: Secure Call Flows

    Posted 11-12-2019 11:14
    You can create a policy based on a queue, but if you some calls you want to record and others you want to delete in the same queue, then you'd need another criteria.

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    Dean Thames
    Koch Business Solutions
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