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Customer voice being recorded while on hold

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  • 1.  Customer voice being recorded while on hold

    Posted 12-15-2022 20:54
    No replies, thread closed.

    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


    #QualityManagement
    #Reporting/Analytics
    #Telephony

    ------------------------------
    Vernon van Dam
    Technical Consultant
    NTT Australia Pty Ltd.
    ------------------------------


  • 2.  RE: Customer voice being recorded while on hold

    Posted 12-16-2022 07:11
    No replies, thread closed.
    Are the settings the same on the trunks under Media --> Recording?

    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Customer voice being recorded while on hold

    Posted 12-19-2022 17:35
    No replies, thread closed.
    Hi Jan, yes confirmed, both the AU and CA instances are identical in configuration. Only difference is the AWS regions. We are using the same carrier for both with same trunk settings as well as Recording option under Trunk --> Media

    ------------------------------
    Vernon van Dam
    Technical Consultant
    NTT Australia Pty Ltd.
    ------------------------------

    Original Message


  • 4.  RE: Customer voice being recorded while on hold

    Posted 12-19-2022 10:13
    No replies, thread closed.
    Genesys Cloud does not suppress recording on hold on the customer audio. Unless your AU org has some kind of workaround in place, the customer audio is recorded -- maybe it just happened to be silent?
    We are actively working of the Idea https://genesyscloud.ideas.aha.io/ideas/REC-I-40 which solves your issue. We don't have an ETA on it at the moment, but we do expect we will have a target delivery date soon.

    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------



  • 5.  RE: Customer voice being recorded while on hold

    Posted 12-19-2022 17:45
    No replies, thread closed.
    Thanx Daniel, I did raise a case with Genesys Care as well in trying to get an answer. The response was that the Carrier is not processing the hold request and returning a 202 response (meaning the request has been accepted for processing but the processing has not been completed) from the external party. I have raised this with the carrier for the CA org as well. 

    I appreciate that there is active development happening, but if there is a workaround in place in one org, it should be possible to apply the same workaround in another org. 

    BTW: The test criteria was identical in both tests carried out, no silence during hold activities.

    ------------------------------
    Vernon van Dam
    Technical Consultant
    NTT Australia Pty Ltd.
    ------------------------------

    Original Message


  • 6.  RE: Customer voice being recorded while on hold

    Posted 12-19-2022 11:29
    No replies, thread closed.
    As a workaround, you could put a button on the script page which places the caller on hold and also initiates a Secure Pause (with the reverse happening when taking them off hold.)

    Not ideal, since it may require some agent retraining, but might get around the issue pending a better solution?

    HTH

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 7.  RE: Customer voice being recorded while on hold

    Posted 12-19-2022 17:40
    No replies, thread closed.
    Thanx Paul, I was thinking of doing exactly that but the customer is using the Genesys Embeddable Framework as their UI is a custom CRM. There might be a way to trigger a secure pause from the Embeddable Framework, but I would need to work out if that is even possible before we head down this path

    ------------------------------
    Vernon van Dam
    Technical Consultant
    NTT Australia Pty Ltd.
    ------------------------------

    Original Message


  • 8.  RE: Customer voice being recorded while on hold

    Posted 07-05-2023 08:19
    No replies, thread closed.

    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



    ------------------------------
    Kathrin Herrmann
    InfinIT.cx GmbH
    ------------------------------

    Original Message


  • 9.  RE: Customer voice being recorded while on hold

    Posted 07-06-2023 08:22
    No replies, thread closed.

    There is an idea - In Development - that will allow for the suppression of call recording while on hold.

    https://genesyscloud.ideas.aha.io/ideas/REC-I-40

    Other than using the script button, or the secure pause button on the native client or the embedded framework I don't see an easy way to do this. You might need a custom solution that could be cumbersome to build, maintain, and use.



    ------------------------------
    Steve Alix
    EDCi
    ------------------------------

    Original Message


  • 10.  RE: Customer voice being recorded while on hold

    Posted 07-06-2023 10:44
    No replies, thread closed.

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



    ------------------------------
    Gina Palmer
    Papa, Inc.
    ------------------------------



  • 11.  RE: Customer voice being recorded while on hold

    Posted 07-06-2023 10:51
    No replies, thread closed.

    That is normal behavior if you choose to record from the beginning of the IVR. There is a "coming soon" for blocking call recording on IVR or Queue time.

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-119

    You should be able to suppress this in the future.



    ------------------------------
    Steve Alix
    EDCi
    ------------------------------

    Original Message


  • 12.  RE: Customer voice being recorded while on hold

    Posted 07-06-2023 10:53
    No replies, thread closed.

    Yes, it's normal unless you put recording in secure pause through APIs and unpause when an agent answers.

    They are working on both being able to Supress recording in queue and while on hold.

    Genesys Cloud Ideas Portal

    Ability to Suppress Call Recordings during Holds

    Ability to Suppress Call Recordings during IVR Flow, Queue Waiting



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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