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  • 1.  Any way to stop MONITORING of calls that have been transferred to external party

    Posted 11-21-2025 09:52
    Edited by Glyn Hayes 11-21-2025 09:56
    No replies, thread closed.
    Is there any way to not allow monitoring of calls transferred externally?
     
    Note:
    Trunk setting in recording section "External bridged transfers" is currently un-ticked.
     
    Description:
    If agent takes a call, recording policy is to record everything voice. when the call is (blind) transferred to external mobile number the recording stops as expected due to the above setting unticked - which is correct.
    But if an agent/supervisor then goes into the live interaction of the transferred call / 2 legs of the trunk pinned together, they can still monitor either party.
    Is there any way to stop this?
     
    Genesys Notes about transferred calls: Calls that you transfer to external parties remain connected through Genesys Cloud. These connections result in two call legs: one from the original caller to Genesys Cloud and the other from Genesys Cloud to the


    #System/PlatformAdministration
    #Telephony

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    Glyn Hayes
    Engineer
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  • 2.  RE: Any way to stop MONITORING of calls that have been transferred to external party
    Best Answer

    Posted 11-21-2025 15:46
    No replies, thread closed.

    Hello Glyn,

    If you have the "External bridged transfers" setting unchecked in your trunk settings, the recording/monitoring should be automatically terminated when a call is transferred externally. If you are still seeing that calls are able to be monitored, you may want to reach out to Product Support to take a look at the logs to determine why the call was still recorded. If you do open a case, please share the case number so that I can monitor the issue internally.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Any way to stop MONITORING of calls that have been transferred to external party

    Posted 11-23-2025 21:50
    No replies, thread closed.

    Jason is correct.  That toggle should stop all recording and monitoring as soon as the agent disconnects from the call.   To further ensure privacy, it's advised to enable "Release Link Transfer (RLT)" so the Genesys Cloud platform fully relinquishes the call, making monitoring impossible.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: Any way to stop MONITORING of calls that have been transferred to external party

    Posted 11-24-2025 03:49
    Edited by Glyn Hayes 11-24-2025 04:02
    No replies, thread closed.

    All,

    The recording does stop correctly when transferred as External bridged transfers disabled.

    The problem is once transferred you can still montior the live call from interaction detail page, regardless if RLT is enabled.

    Our carrier doesn't support REFER anyway.

    Glyn



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