Genesys Cloud - Main

Hello Janet, 

Are you talking about calling directly to an agent DID? This is still recorded, as recording has to be turned on at the trunk level. The only thing not recorded is a call between internal users. You can review our recording documentation here. 

Hope this helps!

Cheers, 

Cam

Hello Janet, 

Are you talking about calling directly to an agent DID? This is still recorded, as recording has to be turned on at the trunk level. The only thing not recorded is a call between internal users. You can review our recording documentation here. 

Hope this helps!

Cheers, 

Cam

Another newby question.  I understand internal to internal calls are not recorded.  Are calls that come in to one section of the call center and then transferred to another recorded in both segments?  Ex:  Call comes into the switchboard.  They transfer it to another section within the call center.  Is the call recorded after it is transferred to the new section?

Hello Janet, 

Are you talking about calling directly to an agent DID? This is still recorded, as recording has to be turned on at the trunk level. The only thing not recorded is a call between internal users. You can review our recording documentation here. 

Hope this helps!

Cheers, 

Cam