Genesys Cloud CX

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  • 1.  Call recording Policy- Can I add users to a policy by an API

    Posted 09-01-2022 15:25
    we wish to enable call recording for some of our CC teams. However we have a significant volume of back office users configured which we do not wish to record.   Is there an API or the ability to add users via a CSV  uploaded to a do not record policy.
    #QualityManagement

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    Jim Foley
    AXA Ireland Limited
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  • 2.  RE: Call recording Policy- Can I add users to a policy by an API

    Posted 09-06-2022 20:07
    This was answered on the AMA, but to recap, try using teams and put those in there.  The only other way would be through an API or CLI call.  I prefer a JSON push through the CLI if you ask me.  Be aware, that when recording is turned on, it records EVERYTHING.  We suggest making a default policy to delete all calls unless another policy retains it.  That way you don't accidentally record the CEO's calls if he happens to pick up another phone where someone is already logged in.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Call recording Policy- Can I add users to a policy by an API

    GENESYS
    Posted 09-07-2022 09:08
    Hey Jim,

    Two Pro Services Principal Consultants, or also known as our very own "Above Average Joes," were on the Q&A Show this week and tackled some community questions ranging the gamut of topics including, but yours was one of them! Check out the minute markers below and hope you enjoy the episode:

    2:38 - In- Queue Email Flow Triggers
    9:20 - Searching Outbound Email Interactions
    15:25 - Tagging Callback Interactions
    19:39 - Busy Fax Signal
    26:21 - Dialogflow Delays
    29:53 - Recall Attempts
    33:13 - Call Recording Policy
    39:22 - Schedule Callbacks
    42:40 - Custom Contactable Time Sets

    We also highlight a new website revamp that, if you leave your valuable feedback, could score you a prize from our amazing Prize Wall! 


    Cheers,

    Matt


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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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