Genesys Cloud - Main

Hi everyone,

I have a question related to inbound/outbound recording settings.

On my client's CC we need to record inbound calls only with costumer consent (through https://help.mypurecloud.com/articles/enable-participant-recording-action/) and also to record all outbound calls (callbacks, outbound campaigns or call "Call on behalf of queue"). In addition, on outbound calls, if the costumer does not want to be recorded the Agent will press "Secure Pause" and the recording stops.

For this I set a policy as presented below:


And the trunk as:

All outbound calls are not being recorded, only inbound calls which have customer's consent are.

Can you help me to figure out what might be wrong?

Also, I think this is related to this topic, however the answer for it was not clear to me.
https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=0886d9da-22bd-46c2-9ff8-2cfb4d64165e&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&ReturnUrl=%2Fcommunities%2Fcommunity-home%2Fdigestviewer%3FCommunityKey%3Dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4%26tab%3Ddigestviewer
 
Thank you in advance.

Best regards,
Ana Laia

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Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
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Hi Ana,

I think below is what the other thread is talking about. I don't imagine setting an Evaluation Policy would matter with customer consent.

If this didn't work for your outbound calls, the only other thing I could think of would be to configure 2 trunks.

Trunk 1 would be used for Inbound only, and have 'Consent Required' set to Enabled. So it would be configured just as you have it now, but would not be used in your dial plan.
Trunk 2 would be configured within your Dial Plan, but set up to not allow any incoming SIP messages. You can configure this under the SIP Access Control (see below). On this trunk you would have 'Consent Required' set to Disabled.


This will keep the Incoming and Outgoing calls separate and allow you to achieve what you are after.

Hope that helps,

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Craig Stevenson
QPC UK
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