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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Original Message:
Sent: 11-21-2025 09:52
From: Glyn Hayes
Subject: Any way to stop MONITORING of calls that have been transferred to external party
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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