Sure. We have ours set very similar to this, the issue is if you hover over the i beside the Initiate screen recording, it says "Action only applies to Automatic Call Distribution (ACD) interactions. If they use the phone icon in CX, it is not recorded because it's not linked to an ACD or Queue, they need to use the interactions tab and select a queue.
That's the issue we have. When they use the phone tab, it does not record the screens based on this policy.
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John Little
British Telecommunications PLC
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Original Message:
Sent: 09-17-2024 14:09
From: Jason Kleitz
Subject: Forcing Queue Calls - Hiding Phone
Hello John,
I don't think that you would need to have the recordings initiated via triggers.
The screenshot that I have below will record the audio as well as include a screen recording for all Outbound calls.
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Jason Kleitz
Genesys - Employees
Original Message:
Sent: 09-17-2024 10:05
From: John Little
Subject: Forcing Queue Calls - Hiding Phone
That's interesting. I've read here on Genesys that the only way to record outbound calls is to have a queue associated with that call. Do you have a specific policy set up to record all of those calls? We've tried using policies, but it does not seem to impact the phone only interactions.
I think the thing here is they want to record all OUTBOUND calls and screens.
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John Little
British Telecommunications PLC
Original Message:
Sent: 09-17-2024 09:57
From: Niel Vicente
Subject: Forcing Queue Calls - Hiding Phone
Hi John,
Not sure what the ask here as I'm able to record my outbound call just fine via the dialpad. Did not call in behalf of queue at all.
Can you send current trunk settings under recording session?
We have recording and consult recording both enabled while Require user consent before recording is disabled.
External trunk settings - Genesys Cloud Resource Center (mypurecloud.com)
Does the customer have recording policies set then where only calls with queue are kept?
If there is such a policy try disabling it and it should record all calls again.
Don't see a reason why a trigger is required unless there's more to the customer's config.
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Niel Vicente
DAMAC Properties Co. LLC
Original Message:
Sent: 09-17-2024 09:21
From: John Little
Subject: Forcing Queue Calls - Hiding Phone
We have been asked by a customer to record all outbound calls, but they only record if the calls are made through the interactions tab. So, the customer has asked us to hide the phone tab so the agent can't use it and are thus forced to using the interactions tab.
One of our techs suggested a trigger might do this.
Does anyone have any ideas or suggestions on how to do this?
#Unsure/Other
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John Little
British Telecommunications PLC
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