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  • 1.  Division Awareness and Hierarchy of Rules

    Posted 09-18-2023 13:15

    We have 2 Divisions in our Org.  We need to record calls in both Divisions, but the recordings should only be available to those within the designated Division.  We have found that, if a call is transferred from one Division to the other, the call recording is available to everyone.  We need calls to abide by the rules for the Division in which they originate such that Division A calls are not eligible for playback and review by Division B staff members.  As things exist today, we have not found a way around this.  Has anyone else encountered this issue and, if so, how did you address it within the current design?


    Sandi Silver
    Magellan Health Inc.

  • 2.  RE: Division Awareness and Hierarchy of Rules

    Posted 09-18-2023 13:32

    You have to have some mismatch with the permissions of the users to the divisions based on this resource article:  Access control transactional objects - Genesys Cloud Resource Center (

    From that:  To prevent supervisors or agents from other divisions access to end-to-end recording, implement access control at the recording segment level instead. You can constrain agents and supervisors so that they only hear the segments of the recording that are relevant to them. For more information, see Work with an interaction with recording segment access control.

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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