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  • 1.  Call recording Pure Cloud Voice

    Posted 09-02-2019 11:13
    No replies, thread closed.
    Hello

    I do have a question regarding the call recording within pure Cloud voice. The resource center offers a description to enable the call recording on the trunk level.
    But in our environment we are using pure cloud voice, so we have no external trunk configured nor are able to enable the voice recording in the phone trunk section.
    How can we enable the voice recording of all calls (respective record the calls after the using of the "Enable Participant Recording" action)
    Does anybody have some experience with that kind of problem?
    Thank you very much!
    #SystemAdministration
    #Unsure/Other

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    Rafael Kaufmann
    Dimension Data Germany AG & Co. KG
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  • 2.  RE: Call recording Pure Cloud Voice

    Posted 09-03-2019 02:12
    No replies, thread closed.
    ​Have wondered the same myself - will be interested to see the response.

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    Vaun McCarthy
    Dimension Data New Zealand Ltd.
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    Original Message


  • 3.  RE: Call recording Pure Cloud Voice

    Posted 09-04-2019 12:16
    No replies, thread closed.
    If you are using PureCloud Voice, you should have a trunk listed called "PureCloud Voice - AWS".  You can edit that trunk and expand the "Media" section to configure the line recording options as described in the Resource Center article.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


  • 4.  RE: Call recording Pure Cloud Voice

    Posted 09-05-2019 03:20
    No replies, thread closed.
    Hi Jim,
    yes we have configured this external PureCloud Voice - AWS trunk but how do we start recording during inbound call flow (Architect)? We've set the step "Enable Participant Recording" in In-Queue call flow but where can I find the recorded conversation or how can a supervisor find all recordings? Should we configure something else?
    Cheers,
    Tobias

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    Tobias Junghans
    Dimension Data Germany AG & Co. KG
    ------------------------------

    Original Message


  • 5.  RE: Call recording Pure Cloud Voice

    Posted 09-05-2019 03:42
    No replies, thread closed.
    Hi Jim,

    it's me again. We've found the recordings under Performance/Interactions. So recording with PureCloud Voice is working fine. Thanks you very much for your answer!
    Cheers,
    Tobias

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    Tobias Junghans
    Dimension Data Germany AG & Co. KG
    ------------------------------

    Original Message


  • 6.  RE: Call recording Pure Cloud Voice

    Posted 09-05-2019 09:53
    No replies, thread closed.
    You could also configure Evaluations and Policies to route those evaluations to supervisors for review. Policies also determine which interactions you actually want to save and which ones to delete, when to archive, etc. Information regarding the setup is in the Resource Center.

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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