Genesys Cloud - Main

Direct calls via a DID are not to be recorded but queue calls to those agents are to be recorded, I can't see how this can be done via a policy, is it possible?
#SystemAdministration

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Andrew Corr
Telstra Corporation Ltd
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You just have to setup a policy to keep recordings for your queues, and one to delete all recordings not explicitly retained by another policy.

We had the opposite problem, needing to retain all calls from/to our agents, even the direct calls. Unfortunately, we cannot select by some kind of membership (group, role, etc), so we currently have to name all agents explicitly in a policy.

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Sven Schiller
Kognitiv
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Thanks Sven, makes sense I will try that.

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Andrew Corr
Telstra Corporation Ltd
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Original Message:
Sent: 03-06-2019 10:43
From: Sven Schiller
Subject: How do you record queue calls but not direct calls to agents?

You just have to setup a policy to keep recordings for your queues, and one to delete all recordings not explicitly retained by another policy.

We had the opposite problem, needing to retain all calls from/to our agents, even the direct calls. Unfortunately, we cannot select by some kind of membership (group, role, etc), so we currently have to name all agents explicitly in a policy.

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Sven Schiller
Kognitiv
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