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  • 1.  Enable recording for "Call on behalf of queue" outbound calls

    Posted 05-08-2018 03:46
    No replies, thread closed.

    Hi everyone,

    I've been trying to figure out how to enable recordings for outbound calls when using the "call on behalf" functionality. While the recording is activated through the trunks, along with consent required (Enable Participant Recording) it seems not to be possible to activate it for the outbound section.
    I've tried to work with retaining recordings through policies for outbound calls yet no success.

    Is there any other way to activate this?

    Best regards

    Daniel



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    Daniel Schwechheimer
    Freudenberg IT GmbH & Co.KG
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  • 2.  RE: Enable recording for "Call on behalf of queue" outbound calls

    Posted 07-04-2018 01:11
    No replies, thread closed.
    Hi Daniel

    Were you able to find out a way to record outbound calls placed 'on-behalf' of a queue with 'consent required' enabled in trunk setting? Thank you.

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    Gomathi Vasagam
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    Original Message


  • 3.  RE: Enable recording for "Call on behalf of queue" outbound calls

    Posted 07-05-2018 09:04
    No replies, thread closed.
    I created a policy with Conversation Direction(s) set to Outbound, and with Specific Queues(s) set to one of my queues. I set Recording Retention to Retain. I assigned the evaluation to myself. 

    I placed an outbound call on behalf of the queue on the trunk that has recording activated, and it all worked fine, with the recording and evaluation form sent to my user.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Enable recording for "Call on behalf of queue" outbound calls

    Posted 07-11-2018 01:09
    No replies, thread closed.
    Hi George,

    Many thanks for your prompt response and <g class="gr_ gr_91 gr-alert gr_spell gr_inline_cards gr_disable_anim_appear ContextualSpelling ins-del" id="91" data-gr-id="91">apologies</g> for my late reply. I tested with the quality policy as mentioned, but with two different trunks, one with "Consent required" enabled and the other with the setting disabled. 

    Recording works only for the trunk where the "Consent Required" is disabled. If I have that setting is enabled, then the recording doesn't happen for the outbound call placed on behalf of a queue.

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    Gomathi Vasagam
    ------------------------------

    Original Message


  • 5.  RE: Enable recording for "Call on behalf of queue" outbound calls

    Posted 07-15-2022 07:41
    No replies, thread closed.
    Hi @Gomathi Vasagam,

    Any luck with ​On behalf of Queue call Recording with "Consent Required" enabled on the trunk.
    Let me know what solution have you been proposed to fix this.

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    Divya Prabhu
    AIG Technologies, Inc.
    ------------------------------

    Original Message


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