Genesys Cloud - Main

There is an issue where external party conversations continue to be recorded after the agent drops from the call, and I want to know if this would be considered a compliance violation? I suspect it is an issue and a liability for Genesys and vendors of API integrations. 

Here is the scenario (easy to recreate):

1. Agent merges two external calls by drag and drop in the embedded framework client

2. Agent drops from the call

3. Call continues to be recorded between external parties.

Note:

Genesys acknowledges that this is expected behavior because merged external calls ignore the configuration specified in the external trunk media recording settings (see attached).

Note: There is also a feature request open for this issue:  DARAR-I-1991

Please up-vote this feature request to help get this issue resolved.

Thank you,

David Watson

Hello David, 

I voted for this idea, because I have seen other customers need this. 

Cheers, 

There is an issue where external party conversations continue to be recorded after the agent drops from the call, and I want to know if this would be considered a compliance violation? I suspect it is an issue and a liability for Genesys and vendors of API integrations. 

Here is the scenario (easy to recreate):

1. Agent merges two external calls by drag and drop in the embedded framework client

2. Agent drops from the call

3. Call continues to be recorded between external parties.

Note:

Genesys acknowledges that this is expected behavior because merged external calls ignore the configuration specified in the external trunk media recording settings (see attached).

Note: There is also a feature request open for this issue:  DARAR-I-1991

Please up-vote this feature request to help get this issue resolved.

Thank you,

David Watson