Hi Gina,
That option works in conjunction with enabling "Require user consent before recording" under external trunk settings.
Note that this DISABLES all call recording (inbound/outbound) and will only record a call when caller explicitly provides consent.
Enable Participant Recording action in Architect flow lets you enable recording for when customer selects the option for giving consent.
Normally, a separate trunk is set up for this to bifurcate inbound and outbound call routing.
Enable recording - Genesys Cloud Resource Center
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Niel Vicente
Technical Lead - DAMAC Properties
Ex-Genesys
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Original Message:
Sent: 12-18-2024 08:54
From: Gina Palmer
Subject: How do you handle callers who refuse recording?
Thanks @Patrick Mahaffay
Does anyone use the "Enable Participant Recording" option, where the caller has to actively give consent to be recorded? If so, how does that work? Do the hit a prompt saying they agree to recording? Do they hit a prompt opting out of recording?
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 12-18-2024 05:14
From: Patrick Mahaffay
Subject: How do you handle callers who refuse recording?
Hi Gina,
Your reps should be able to hit the secure pause button to stop recording. https://help.mypurecloud.com/articles/pause-interactions-recording-protect-sensitive-information/
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Patrick Mahaffay
Call Center Applications Support Specialist
Original Message:
Sent: 12-17-2024 09:15
From: Gina Palmer
Subject: How do you handle callers who refuse recording?
Hello, Genesys Community!
How do you handle it when callers state they do not wish to be recorded. What is Genesys capabilities in handling a situation like that. Is there a way for the agent to quickly stop the recording at that point with a single click?
#Interaction/ScreenRecording
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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