Genesys Cloud - Main

Hi,

We have the need to exclude certain numbers from recording when our Agent dial those numbers. I can create a policy where if dialed on behalf of a certain queue recordings are deleted, but then you need to rely on Agent actions, and that is something you don't want. Do you know if there is a way to exclude numbers from beeing recorded when beeing dialled from an Agent? A seperate trunk could be an idea i guess, but i'd rather have it in the current config. Or should i log an idea at Genesys?

#SystemAdministration

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Ewald Lap
DevOps Engineer,  Technical/Functional design
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Hi Ewald,

AFAIK, this is not possible with out-of-box. All calls are recorded at the trunk-level and there's no number filtering at the policy level.

A separate trunk makes sense and you can set up your number plan to route to this trunk on certain numbers.

Also, I wonder if its possible to update the conversation while on call where:

1. Trigger on conversation user start

2. Workflow checks data table of numbers to exclude

3. If number exists in data table, update conversation and set recording to 'false'

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Niel Vicente
Technical Lead - DAMAC Properties
Ex-Genesys
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