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  • 1.  Call recording plays hold music when Party B is transferring to Party C

    Posted 07-01-2019 20:24
    Hi All

    I need some help with call recording, please see the below scenario:
    Outside caller A while speaking to Agent B informs that he wants to talk to person C in the Service Department.
    Agent B click the Consult transfer and connects with person C, while Caller A is on hold.
    Agent B transfers the call to person and wrap up the call.

    Now in the call recording, we are only able to hear the hold music when Agent B and person C are talking.
    Is there a way to get the recording of the conversation between Agent B and person C as well.

    Just to add, Dual channel and Line recording is already enabled in the SIP trunk settings.

    Regards
    Harshit
    #Telephony

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    Harshit Parsai
    Global Talk Pty Ltd.
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  • 2.  RE: Call recording plays hold music when Party B is transferring to Party C

    GENESYS
    Posted 07-15-2019 17:30
    Sorry, it is not possible to record an intercom call automatically and save it via Policy, so you cannot record the consult portion of a warm transfer.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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