I have a question regarding a potential feature:

When a Call Taker places a caller on hold, the recording captures hold music. Is it possible to modify this behavior so that when the caller is placed on hold, the recording continues to capture the agent's activity instead? This would be useful, for example, during a warm transfer or when the agent is involving another team.

Enable recording - Genesys Cloud Resource Center 

I have looked at this page as well, and was wondering if this is where we would enable hold between conferences/consults. I have looked at a couple of other posts in this group, and it doesn't seem like there is that option or am I confused somewhere.

Thank you for your assistance.

#ArchitectureandDesign

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Aman Dhaliwal

Hello Aman,

Welcome to the Community! In order to record the side conversation(s) that the agent has while the customer is on hold, you will need to edit the Trunk configuration to make sure that the Holds checkbox is checked.

You can find more info in this article, under the Media section.