James,
When you enable recordings, by default all calls are recorded. So if you have 1 policy that is set to record calls from specific queues, it will not keep all calls from recording.
We have a rule that does not retain any recordings, in the screen shot you have attached, if you select do not save recordings, you'll then be presented with an option that says delete even if another policy says to retain. In our rule though, we leave that unchecked. So that all recordings are deleted except for the ones we have rules to retain.
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Jason Tripp
Independent Health Association, Inc.
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Original Message:
Sent: 09-13-2022 12:43
From: James Terry
Subject: DID Recording Inbound Calls
To make sure I understand correctly. You are advising that we have 2 policies? One policy that doesn't record but doesn't delete and another policy that records only on a specific set of queues?
Separately, I'm not seeing the option to not 'Delete even if another policy retains' (please 'Capture.jpg' for the options I see in policies)
Currently we have 1 policy that records based on a specific set of queues.
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James Terry
General Motors Financial Company, Inc.
Original Message:
Sent: 09-13-2022 07:25
From: Daniel Ho
Subject: DID Recording Inbound Calls
You can also setup your QM policies to only retain recordings if the calls pass through any queues. That is,
- have a broad-base policy that do not retain recordings (but not "Delete even if another policy retains" enabled)
- have another policy that is selected with all queues you have, to retain recordings
There is the Idea WEM-I-103 to help make this setup easier -- you can vote on it to help push up its priority.
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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 09-12-2022 12:12
From: James Terry
Subject: DID Recording Inbound Calls
How can we stop the recording of inbound calls made by external customers to users/agents DID lines?
#Unsure/Other
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James Terry
General Motors Financial Company, Inc.
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