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Call Recording - System recording the unwanted audio of waiting in queue time:
We require agent calls to be recorded. What we are finding are very large audio recording files file because the call is still being audio recorded while the caller is in the wait queue (as opposed to being on hold). Is there a setting/configuration that can be adjusted so that the time in the wait queue is not being audio recorded? We get a 1k calls in as little as an hour and if we are understaffed the wait queue can equate to a rather large unneeded portion of the audio file.
See example below. The duration of the call was 17 minutes and 19 seconds but because it recorded the IVR wait time the conversation is recorded as 2 hours 31 minutes and 58 seconds.
Would prefer to put this under a better community listing but this is the only one available for my account..
#Implementation#Telephony------------------------------Brian DonaghyThe New York City Housing Authority------------------------------
I guess you need to post your question in the appropriate community Genesys Cloud CX but anyways keep your eye on the Genesys Cloud - Beta HQ community as well. There is an idea Configure Recording to not include IVR and/or in Queue submitted on Genesys Cloud Ideas portal to suppress the IVR recordings and now it's in Beta and you can register in it using this form link. Hope this helps.
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