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  • 1.  Recording of Consult ACD Calls

    Posted 03-04-2021 10:55
    Hello,
    I see the new feature of recording consult calls that are agent-to-agent.  Will this only record consults with other Cloud users?  We currently do not record outbound calls to avoid making a recording disclosure, but have an agreement with internal team members.  Thank you!
    #Roadmap/NewFeatures

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    Sam Adams
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Recording of Consult ACD Calls

    Posted 03-07-2021 21:32
    It is really designed for internal transfers, but will work with external as long as that is not turned off at the trunk level.  You should be good.  


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Recording of Consult ACD Calls

    GENESYS
    Posted 03-08-2021 09:44
    So you are trying to not record outbound calls, but only record the agent-to-agent segment of it in the case of a consult of the outbound call?  I don't think that would work.  You have to be enabling recording on the trunk to enable the new parameter (consult line recording).

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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    Original Message


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