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  • 1.  If an users calls on behalf of a queue and calls another queue is that still a Internal Call so no recording?

    Posted 04-24-2024 14:36
    Edited by Jason Tran 04-24-2024 14:58
    No replies, thread closed.

    If a user makes a call on behalf of a queue and calls another queue is that still considered a internal call? I'm not aware there anything where it would not be considered a internal call since its 2 queue calling each other. The queue are also not configured with any calling party numbers that belong to a carrier just numbers in the cloud. I understand call recording is triggered if the call passes through a external trunk but in this scenario its just between two queue even if the queue being called is configure with a calling party number. Wanted to try and confirm the calling party number for queue be called by another queue wouldn't change anything and the call would still be between internal users so no recording unless they created a user recording. 


    #Outbound
    #Telephony

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  • 2.  RE: If an users calls on behalf of a queue and calls another queue is that still a Internal Call so no recording?
    Best Answer

    Posted 04-24-2024 16:02
    No replies, thread closed.

    Hi Jason,

    unfortunately nope.

    If the call doesn't enter or exit through the trunk, don't have a recording.

    We have an idea of the "development status" with the possibility enable recording in DN for example https://genesyscloud.ideas.aha.io/ideas/TEL-I-118 / https://genesyscloud.ideas.aha.io/ideas/WEM-I-85.

    att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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  • 3.  RE: If an users calls on behalf of a queue and calls another queue is that still a Internal Call so no recording?

    Posted 04-24-2024 16:25
    Edited by Jason Tran 04-24-2024 16:28
    No replies, thread closed.

    Thanks so its still always a internal call then.



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    Original Message


  • 4.  RE: If an users calls on behalf of a queue and calls another queue is that still a Internal Call so no recording?

    Posted 04-25-2024 23:30
    No replies, thread closed.

    Hi Jason, 

    A call need to pass through external trunk for the edge to start recording, that is why the recording need to be enabled on the external trunk.

    Our recording system is external trunk based.

    Regards,



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    Hammed Lawal
    Genesys - Employees
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