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Does the recording during waiting invades privacy? Is it possible to trigger call recording only after an agent answers the call?

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  • 1.  Does the recording during waiting invades privacy? Is it possible to trigger call recording only after an agent answers the call?

    Posted 12-16-2021 11:43
    No replies, thread closed.
    The "Consent Require" feature has been enabled on SIP trunk, and inbound flow triggers the recording only after the caller gives the consent by executing the action "Enable Participant Recording". This is a quite standard and normal flow design. However, my customer worries about if the recording during waiting is legal or not. The concern is what if the caller talks with somebody else when waiting. Right now the recording does include it, but this kind of content should be treated as privacy. So is it possible to trigger call recording only after an agent answers the call or run the action "Enable Participant Recording" just before agent answers the call?

    Thanks!
    #QualityManagement

    ------------------------------
    Wen Gu
    Expert
    SITA
    ------------------------------


  • 2.  RE: Does the recording during waiting invades privacy? Is it possible to trigger call recording only after an agent answers the call?

    Posted 12-17-2021 12:39
    No replies, thread closed.
    Hi Wen,

    Genesys Cloud is working on Idea WEM-I-119, which will satisfy your customer's needs to not record until agent picks up. We don't have a refined ETA yet, but this is something that we are actively working on.

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



  • 3.  RE: Does the recording during waiting invades privacy? Is it possible to trigger call recording only after an agent answers the call?

    Posted 12-17-2021 13:03
    No replies, thread closed.
    Hi Daniel,

    Thanks a lot for your info. I hope the feature could be delivered in H1 2022. My customer is using Genesys Cloud for POC. The current way of recording bothers them a lot, because they treat privacy as the highest priority.

    ------------------------------
    Wen Gu
    Expert
    SITA
    ------------------------------

    Original Message


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