Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Architect – Dynamically Disable Call Recording When Caller Presses *

    Posted yesterday

    Hello everyone,

    In my inbound flow in Architect, I added a DTMF choice asking the caller to press * if they do not want the call to be recorded.

    However, I cannot find any action or block in Architect that allows me to enable or disable call recording dynamically based on that choice.

    Has anyone implemented something similar, or do you have any idea how this could be achieved?

    Thank you in advance for your help.


    #ArchitectandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: Architect – Dynamically Disable Call Recording When Caller Presses *

    Posted yesterday

    Hi Ragheb,

    In this case, you need to enable the "Require user consent before recording" setting on the trunk, under Media > Recording.
     
    In the flow, since you already have Collect Input configured, you can simply validate that the input is different from *, and then use the "Enable Participant Recording" action (under Flow) to start the recording.
    https://help.genesys.cloud/articles/enable-participant-recording-action/


    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


  • 3.  RE: Architect – Dynamically Disable Call Recording When Caller Presses *

    Posted yesterday

    Hi Elisson

    I confess I didn't know about this one, haha.
     
    Now, reading the article, it's true that it's in the settings, but since in Brazil 100% is recorded, I've never used it.
     
    I'll do some tests.


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 4.  RE: Architect – Dynamically Disable Call Recording When Caller Presses *

    Posted 2 hours ago

    Hi Kaio,

    yes, situations like this are not very common in our region. In my experience, I have only run into this question once, when a customer asked if it could be applied to a specific operation of theirs.



    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


  • 5.  RE: Architect – Dynamically Disable Call Recording When Caller Presses *

    Posted yesterday

    Hi Ragheb

    To be honest, I'm not completely sure this is possible within Architect.

    Call recording in Genesys Cloud is typically controlled at the trunk or recording policy level (IVR in flow, inqueue flow in the queue), rather than dynamically within the flow itself. Because of that, I don't believe there is a native Architect action that allows you to enable or disable recording during the interaction based on a DTMF selection.

    One possible alternative (depending on the requirement) could be to route the call to different trunks or recording policies, but that would require a different design at the telephony/recording configuration level rather than in the flow logic itself.

    I'd also be curious to know if anyone has implemented a workaround for this scenario.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 6.  RE: Architect – Dynamically Disable Call Recording When Caller Presses *

    Posted yesterday
    Edited by Josh Coyle 23 hours ago

    Hi Ragheb, 

    Yes, this is possible, there is no need for any workarounds and it works as detailed! Here's how:

    1. Within your trunk enable "Require user consent before recording" under the Recording section.
    2. In your Architect flow: Use Collect Input to ask if the caller wants to be recorded (press * to decline). If they don't press *, add the "Enable Participant Recording" action to enable recording. If they press *, skip this action and the call won't be recorded.

    Important: The Enable Participant Recording action only enables recording - it doesn't actually record. The actual recording is controlled by your queue/policy settings. There's also no way to disable recording once it's enabled in the flow, so only use the action when the caller consents.

     

    Resource Center Articles:



    ------------------------------
    Josh Coyle
    Senior Professional Services Consultant
    ------------------------------

    Original Message


Related Content