Genesys Cloud - Main

Dear Communitiers 

Good day!

I would like to seek help here to have a method to extract the recording section before conversation consult(attended) transferred.

For example:

1. A caller called in Genesys.
2. Agent A from Division A answered the call,  ->from here recording section A generated.
3. Agent A puts caller on hold, and consults with Agent B from Division B by clicking the 'Consult button.' in UI. (the recording part for consultation can be suppressed depending on the external trunk setting).
4. After the consultation, Agent A transfers the conversation to Agent B by clicking the transfer button in UI. and wrap-up the call.   ->from here, the recording section A should be between Agent A and caller, and it should be completed.
5. Agent B continues the conversation with caller.    ->from here, recording section B generated between Agent B and caller.
6. At this moment, if a supervisor needs to audit the recording section A, it would be impossible due to this is an alive conversation.

I observed the system behavior for the above scenario. looked the 'transfer' happened post the 'consult' was not a true transfer.

i assumed the system only disconnected(sent BYE to) the call leg A between Agent A and the current conversation, and it left(invited) the call leg B between Agent B and current conversation happening. and all these activities got handled inside Genesys scope, that results in only 1 conversation recording lasting till the whole call ended.

Therefore, May i know if there is some method to workaround the current system behavior to separate the recording from section A to section B..

Appreciates!

#SIP/VolP
#Telephony

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John Hou

Many Thanks!

Best regards!
John
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No, John, you won't be able to access the recording until the call is finished and disconnected from Genesys Cloud.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Genesys Cloud performs trunk-side recording -- i.e. recording in the customer's perspective.  So there aren't separate recordings split off due to transfers.  But you can limit the playback of the recording using recording segment level access control, which will allow you to get only, say, call recording segments of Division A and not Division B.  But the underlying recording stored in Genesys Cloud is still 1 end-to-end recording.

There is roadmap item of station-side recording coming in next year, which will result in separate recordings for Agent A and Agent B in your example.  But even in that case -- and Robert is right on this -- you won't be able to access Agent A's recording until the call completes, since its retention outcome needs to be computed through QM policy, which requires the call to be completed first.

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