Genesys Cloud - Main

What if we transfer the call and make it secure flow? Call will not be recorded right?

#AI Configuration
#AI Copilot (Agent, Supervisor Admin)
#API/Integrations
#Architect and Design
#Conversational AI (Bots, Virtual Agent, etc.)
#Digital Channels
#Implementation
#Omni-Channel Desktop/User Interface
#Outbound
#Predictive Engagement/Routing
#Reporting/Analytics
#Roadmap/New Features
#Routing (ACD/IVR)
#Security
#System/Platform Administration
#Telephony
#WEM - Quality, WFM, Gamification, etc
#Other
#Community Announcements
#Community Videos (TAM, QA, etc.)
#Genesys Announcements

------------------------------
kranthi Muppa
------------------------------

Hi Kranthi

Please see info regarding recording in the resource center article - https://help.genesys.cloud/articles/secure-flow-scenarios/ & https://help.genesys.cloud/articles/secure-flows/

https://help.genesys.cloud/articles/configure-secure-pause-actions-scripts/

Regards

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------

When transferring a call to a secure flow, the recording of the call is paused.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

Hi Kranthi,

If you transfer a call to a secure ivr flow then the call will not be recorded, the recording will be paused automatically. Once the caller completes their secure entry and the call is transferred back to the agent, recording can resume normal.

These flows are used to handle sensitive interactions such as taking payments.

Thanks

James 

------------------------------
James Brannigan
Senior Technical Account Manager
------------------------------