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  • 1.  Agent - Agent internal call recording

    Posted 06-08-2020 11:44
    No replies, thread closed.
    Is there a way to enable agent to agent (internal, not trunked calls) to be automatically recorded?  Since we have been using remote agents, we are wanting to be able to Q&A conversations taking place between agents.  I know agents have the ability to manually record, but we are wanting these calls recorded automatically.  I've looked through the documentation and other than trunk and manual, I've not seen a way.

    Thanks for your time.

    #Telephony

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    Brandon Wilch
    Indiana University Health
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  • 2.  RE: Agent - Agent internal call recording

    Posted 06-08-2020 14:17
    No replies, thread closed.
    No.

    There are a couple of applicable Ideas on the Ideas Lab:

    https://purecloud.ideas.aha.io/ideas/CLPLA-I-335
    https://purecloud.ideas.aha.io/ideas/CLSELF-I-188

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



  • 3.  RE: Agent - Agent internal call recording

    Posted 06-08-2020 14:24
    No replies, thread closed.
    Thanks George, I didn't think of it as being something that would need to be created, so didn't think to look over in the idea lab.  I suppose I thought this would just be a part of call recording in general.  As an alternate or work around, is there a way to force an agent to agent call to use trunking (force it outbound-inbound)?

    ------------------------------
    Brandon Wilch
    Indiana University Health
    ------------------------------

    Original Message


  • 4.  RE: Agent - Agent internal call recording

    Posted 06-08-2020 14:32
    No replies, thread closed.
    Only if you use Remote Phone stations to send calls to their cell phones or home phones, I guess. 

    Genesys Cloud is not set up for internal call recording...too resource intensive until they get it fully figured out, I think.

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

    Original Message


  • 5.  RE: Agent - Agent internal call recording
    Best Answer

    Posted 06-09-2020 07:58
    No replies, thread closed.
    Good Morning Brandon. 

    Work on this feature is underway. We will be updating the status of the idea to reflect this. At this time we do not have an exact date for implementation as its very early in the project however we can state we are underway. 

    For the latest updates please follow along on the following idea. https://genesys.ideas.aha.io/ideas/CLPLA-I-335

    Cheers

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
    ------------------------------



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