Genesys Cloud - Main

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi Vernon, did you ever find out, what the difference between the two orgs was? We have an urgent requirement to stop recording while the customer is on hold and of cause it would be better to have a solution the always works rather then one where we depend on the agent to use the script instead of the standard functionality.

Any input would be welcome :)

Thanks

Kathrin

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome.




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome. 




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

We are expereincing the caller recorded while they wait in queue, before ever being connected with an agent.  Is this normal behavior?

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome. 




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V

We are expereincing the caller recorded while they wait in queue, before ever being connected with an agent.  Is this normal behavior?

Hi all

We are currently experiencing issues with customer voice being recorded while the customer is on hold. This is not the expected behavior. We expecting no customer side audio to be recorded while the customer is on hold.

What we have done to date:

We have an org setup in the CA region. There is "Line Recording" setup on the trunk as well as "Enable Participant Recording" added to the inbound flow. The call is being recorded fine. We have replicated all the trunk settings into a different org in the AU region, with all the same settings on trunk as well as flow. The calls are also being recorded in the AU org correctly. So call recording is working as expected.

When the customer is placed on hold in the CA org, the audio is being recorded for both the customer audio and on hold music. You can hear, in the recording, what the customer is saying while on hold.



When the customer is placed on hold in the AU org, the customer audio is not being recorded, this is the expected outcome. 




Any ideas what to look at in the CA org to help find the cause?

Thanx in advance

V