Genesys Cloud - Main

Hi All

I need some help with call recording, please see the below scenario:
Outside caller A while speaking to Agent B informs that he wants to talk to person C in the Service Department.
Agent B click the Consult transfer and connects with person C, while Caller A is on hold.
Agent B transfers the call to person and wrap up the call.

Now in the call recording, we are only able to hear the hold music when Agent B and person C are talking.
Is there a way to get the recording of the conversation between Agent B and person C as well.

Just to add, Dual channel and Line recording is already enabled in the SIP trunk settings.

Regards
Harshit
#Telephony

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Harshit Parsai
Global Talk Pty Ltd.
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Sorry, it is not possible to record an intercom call automatically and save it via Policy, so you cannot record the consult portion of a warm transfer.

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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