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  • 1.  Access to recording when it is deleted by policy after call disconnected

    Posted 6 days ago

    We have a discussion with compliance. On the trunk we have the configuration under to also be able to record outbound calls. For inbound calls we have policy that will delete(not store) recording after call is hanged up if you are not member of a specific work team. Does anyone have access to this streaming/recording that is done during the call before the call ends and the policy delete it/not store it. If someone from Genesys also could answer it would be nice. 


    #Telephony

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    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
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  • 2.  RE: Access to recording when it is deleted by policy after call disconnected

    Posted 6 days ago

    Good Day Eystein

    According to my understanding, the only way to access the "recording" while in progress is when a supervisor uses the Barge-in option and listens to the actual call -

     https://help.mypurecloud.com/articles/monitor-in-progress-voice-interactions/#:~:text=Which%20participant%20should%20I%20monitor,that%20you%20chose%20to%20monitor.

    I had a look on a "Live" interaction and was unable to access the recording besides like the above mentioned.

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Access to recording when it is deleted by policy after call disconnected

    Posted 6 days ago

    Hello Eystein,

    Stephan is correct. The call is recorded live and only a user with the correct permissions can barge-in or monitor the call.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 4.  RE: Access to recording when it is deleted by policy after call disconnected
    Best Answer

    Posted 3 days ago

    Adding to Jason's reply, the captured call recording before the interaction completes is never made available to anyone until it has indeed passed through QM policy that has resulted in retention, at the end of the interaction.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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    Original Message


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