Genesys Cloud (formerly PureCloud)

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Record transferred inbound calls during Closing Hours

  • 1.  Record transferred inbound calls during Closing Hours

    Top 25 Contributor
    Posted 2 days ago
    Hi,

    I have a question about the recording.

    The answer in the Resources Center said: "...If you want the recording to continue on an external transfer, set the Continue on External Bridged Transfer switch to Enabled....."

    Further Information are available here: https://help.mypurecloud.com/articles/enable-line-recording/


    1. For an inbound call, if agents transfer the call to an external number, even the call leg Customer - External Number will be recorded. Right ? I would like to make sure that the whole conersation will be recorded.
    2. Calls outside of business hours (when the Call Center is closed), we transfer the calls automatically to the stores. In this case, the calls will also be recorded ? (transfers made by Architect)

    Thank you in advance for your confirmation and replies.


    Regards,

    #AskMeAnything(AMA)
    #Implementation
    #QualityManagement
    #PureCloudQAEpisode

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    Charaf Eddine Chemlal
    NTT France
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  • 2.  RE: Record transferred inbound calls during Closing Hours

    GENESYS
    Posted 2 days ago
    As long as you do not have Release Link Transfer enabled and working on the trunks, the settings you list should record the outbound part of the transfer, yes.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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