Genesys Cloud - Main

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

Hi Strikanth, 

Once the call/customer goes to human operator, you won't be able to not record it because the recording is done on the trunk, not in the queue.

Unless you don't want any recording at all, then you can disable it in the trunk.

Regarding the recording of when the call is in the queue (waiting to be answered), you can disable it in the next queue.

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

Thank you for your response, Kaio Oliveira.

My question is: In the Architect flow, I used Transfer to ACD and selected Queue A, assigning an in-queue flow to it. Everything is working fine.

Now, when an agent answers a call from Queue A and transfers it to another queue (Queue B), I do not want the conversation between the agent and the customer in Queue B to be recorded.

Even after disabling "Continue Voice Recording During Queue Wait" in the queue settings, I can still hear the recording of the Queue B and customer conversation.

My requirement is: When a call is transferred from Queue A to Queue B, the transferred call should not be recorded.

Hi Strikanth, 

Once the call/customer goes to human operator, you won't be able to not record it because the recording is done on the trunk, not in the queue.

Unless you don't want any recording at all, then you can disable it in the trunk.

Regarding the recording of when the call is in the queue (waiting to be answered), you can disable it in the next queue.

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

Hi

Did you actually try the policy to only record in some queues based on the type of interaction?

Even if you transfer a call from queue A to queue B, the call already has a specific call type from when it was in queue A.

------------------------------
JESUS ZAMUDIO
Ingeniero Especialista

Original Message:
Sent: 02-18-2026 22:29
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

Hey Srikanth,

Another thought would be maybe to create a separate script for Queue B and assign it as the default for that queue. 

Secure Pause only stops recording at the time it's initiated so everything prior to it will still get recorded. 

You could add a script action to initiate secure pause so it happens automatically when a call is received in Queue B:

Then you could add that action to the start pages load action:

I've never tried this myself but sounds like it could be another possible solution for these scenarios.

------------------------------
Tristen Schwarzenberger
IT Engineer
GCP

Original Message:
Sent: 02-18-2026 22:29
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

@Tristen Schwarzenberger, I tested a scenario where, when a call is transferred to Queue B, the agent manually clicks the Secure Pause button before starting the conversation. In that case, I am not able to see the call recording on the Interactions page. What do you suggest? Thanks for sharing another method.

------------------------------
Srikanth k s

Original Message:
Sent: 02-20-2026 10:44
From: Tristen Schwarzenberger
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hey Srikanth,

Another thought would be maybe to create a separate script for Queue B and assign it as the default for that queue. 

Secure Pause only stops recording at the time it's initiated so everything prior to it will still get recorded. 

You could add a script action to initiate secure pause so it happens automatically when a call is received in Queue B:

Then you could add that action to the start pages load action:

I've never tried this myself but sounds like it could be another possible solution for these scenarios.

------------------------------
Tristen Schwarzenberger
IT Engineer
GCP

Original Message:
Sent: 02-18-2026 22:29
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

Thanks for the reply, Srikanth.

Just to clarify -

-You're saying when you look at the interaction detail there is a message saying the interaction doesn't have a recording?
-Did you do have the no recording policy in place that was suggested in this thread during this test, or was this tested prior to that/after it was removed?
-Was the test also completely internal and do you have internal recordings enabled?

Sorry for all the questions, I'm just surprised there would be no recording at all unless either it was blocked by policy completely or it was all internal which again, unsure if you're recording those.

Also just trying to get a better understanding of how the test was made.

Again, thank you for your reply.

------------------------------
Tristen Schwarzenberger
IT Engineer
GCP

Original Message:
Sent: 02-20-2026 11:38
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

@Tristen Schwarzenberger, I tested a scenario where, when a call is transferred to Queue B, the agent manually clicks the Secure Pause button before starting the conversation. In that case, I am not able to see the call recording on the Interactions page. What do you suggest? Thanks for sharing another method.

------------------------------
Srikanth k s

Original Message:
Sent: 02-20-2026 10:44
From: Tristen Schwarzenberger
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hey Srikanth,

Another thought would be maybe to create a separate script for Queue B and assign it as the default for that queue. 

Secure Pause only stops recording at the time it's initiated so everything prior to it will still get recorded. 

You could add a script action to initiate secure pause so it happens automatically when a call is received in Queue B:

Then you could add that action to the start pages load action:

I've never tried this myself but sounds like it could be another possible solution for these scenarios.

------------------------------
Tristen Schwarzenberger
IT Engineer
GCP

Original Message:
Sent: 02-18-2026 22:29
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

@Tristen Schwarzenberger, 

I tested the first scenario:

The call initially enters the inbound flow and is transferred to Queue A. From Queue A, the call is then transferred to Queue B. During the transfer, when the agent in Queue B starts speaking with the customer, the agent manually clicks the Secure Pause button.

In this case, the recording is not available for Queue B in the Interaction page. Only the conversation recording for Queue A is available. This behavior is expected, as Queue B should not have any voice recording of the customer-agent conversation. I have tested this scenario and it is working as expected.

However, in the second scenario:

When I configure a recording policy for Queue B with the setting "Do Not Save Recordings", and then transfer the call from Queue A to Queue B, the entire call recording is not available in the Interaction page. It shows that the recording is not available at all.

This behavior is not working as expected. The requirement is that the call should be recorded in Queue A, and recording should stop only after the call is transferred to Queue B - not remove the entire recording.

------------------------------
Srikanth k s

Original Message:
Sent: 02-20-2026 12:02
From: Tristen Schwarzenberger
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Thanks for the reply, Srikanth.

Just to clarify -

-You're saying when you look at the interaction detail there is a message saying the interaction doesn't have a recording?
-Did you do have the no recording policy in place that was suggested in this thread during this test, or was this tested prior to that/after it was removed?
-Was the test also completely internal and do you have internal recordings enabled?

Sorry for all the questions, I'm just surprised there would be no recording at all unless either it was blocked by policy completely or it was all internal which again, unsure if you're recording those.

Also just trying to get a better understanding of how the test was made.

Again, thank you for your reply.

------------------------------
Tristen Schwarzenberger
IT Engineer
GCP

Original Message:
Sent: 02-20-2026 11:38
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

@Tristen Schwarzenberger, I tested a scenario where, when a call is transferred to Queue B, the agent manually clicks the Secure Pause button before starting the conversation. In that case, I am not able to see the call recording on the Interactions page. What do you suggest? Thanks for sharing another method.

------------------------------
Srikanth k s

Original Message:
Sent: 02-20-2026 10:44
From: Tristen Schwarzenberger
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hey Srikanth,

Another thought would be maybe to create a separate script for Queue B and assign it as the default for that queue. 

Secure Pause only stops recording at the time it's initiated so everything prior to it will still get recorded. 

You could add a script action to initiate secure pause so it happens automatically when a call is received in Queue B:

Then you could add that action to the start pages load action:

I've never tried this myself but sounds like it could be another possible solution for these scenarios.

------------------------------
Tristen Schwarzenberger
IT Engineer
GCP

Original Message:
Sent: 02-18-2026 22:29
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Rowena Knill, Thank you for sharing the information.

Queue B is not used for direct inbound calls, it is only used when calls are transferred for queue-specific cases.

For example, calls received in Queue A should be recorded until they are transferred to Queue B. Once the transfer to Queue B occurs, the recording should stop.

I will test an alternative scenario: when a call is transferred to Queue B, the agent can manually click the Secure Pause button. In that case, the interaction may not be recorded. I will test this approach and verify the outcome.

------------------------------
Srikanth k s

Original Message:
Sent: 02-18-2026 20:56
From: Rowena Knill
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

If you don't want any recordings at all from Queue B, then you should be able to set a policy not to retain recordings on Queue B. Is the situation that you want recordings for Queue B only when it is a direct call, not a transfer from queue A? Do you usually record Queue A?

------------------------------
Rowena Knill
Data, Reports Analyst

Original Message:
Sent: 02-18-2026 10:12
From: REDDI SREE
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

Hi Team,
Suppose Queue A and Queue B are not using the same in-queue flow. Is it possible to suppress/stop call recording specifically for Queue B, even when calls are routed to Queue B from other queues (so the same in-queue flow may not be involved)?

Goal: Ensure calls are not recorded (or are suppressed) when they land in Queue B.
Could you please confirm the best configuration approach for this scenario?

------------------------------
REDDI SREE

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

You need to define a policy for Queue B not to store recordings something like this below. Once you select "do not save" there is an option to select to overrule other policies. (otherwise, Genesys will always use the policy with the longest retention) 

We have to give customer the option to opt of recording so i have in the call flow set a wrap code "Do Not record" so any call that has the wrap-up will never be stored.

If it is transfers you do not want recorded, you can create a dummy queue with no agents that has its own in queue flow which has a set wrap-up code and transfer to ACD to queue B

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

Srikanth,

I am curious to know if Jasper Donovan's suggestion wortked for you. Can you post the results of the suggested configuration?

JB

------------------------------
James Bonnevie
Technology Engineer Consultant

Original Message:
Sent: 02-18-2026 04:57
From: Srikanth k s
Subject: How to Stop Call Recording Only for Queue B When Using the Same In-Queue Flow

 Hi Team,

I received a call in Queue A and From Queue A transferred it to Queue B. However, recording starts in Queue B. Since both queues are using the same in-queue flow, how can I stop recording only for Queue B? Could you please suggest a solution? It would be helpful.

#ArchitectandDesign

------------------------------
Srikanth k s
------------------------------