Genesys Cloud (formerly PureCloud)

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  • 1.  Outbound Calls Recording

    Posted 08-05-2020 09:14
    Hi,

    I have a question regarding the recording of outbound calls.

    Correct me if I am wrong, once the Consent Required setting is enabled in the Trunk settings, it is only possible to record calls that trigger the Enable Participant Recording action. As this isn't possible on outbound calls, the only option that currently works is to make outbound calls via a trunk that doesn't have the consent required setting enabled.

    1. By adding a new External Trunk  (where Consent Required setting is disabled), How can I make sure this External Trunk is dedicated only for Outbound calls ? (I want to avoid managing inbound calls through this Trunk)
    2. For inbound Calls, we record only 10% of calls (done under Architect by using some functions). Would it be possbile to record the same percentage of outbound calls also ? 

    Regards,

    #Implementation
    #Outbound
    #PlatformAdministration
    #QualityManagement
    #PureCloudQAEpisode

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    Charaf Eddine Chemlal
    NTT France
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