Hi all,
Thanks for your replies. I have enabled Trunk Recording for all calls, and also enabled the 'Consent Required' indicator there.
Now in the IVR, I play some audio, then enable the participant recording, then ACD transfer. But when I check back on the Interaction recording, it still records participant-side even during the audios being played ? Has anyone else experienced this behaviour?
When I take out the "Enable Participant Recording" step there, and make a test call it correctly does not record any audio during the call.
Thanks,
Marian
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Marian OConnell
Wren Data Ltd.
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Original Message:
Sent: 02-17-2020 04:43
From: Joel Hellman
Subject: Call Recording including customer through IVR
We also hope for improvements here. You might be interesting in voting for this feature requirement:
https://purecloud.ideas.aha.io/ideas/CLINB-I-266 (Configure Recording to not include IVR and/or in Queue)
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Joel Hellman
Hi3G
Original Message:
Sent: 02-14-2020 08:10
From: Marian OConnell
Subject: Call Recording including customer through IVR
Hi there,
We have enabled call recording on the trunk. But with that, when a caller rings in, the entire call is recorded from as soon as they enter the IVR.
We need the recording to only begin once the caller is speaking to an agent.
Is it possible to enable call recording only once agent is connected?
Thanks!
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration
#Telephony
#Unsure/Other
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Marian OConnell
Wren Data Ltd.
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