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  • 1.  Interactions and Call Recordings

    Posted 06-09-2021 15:46
    No replies, thread closed.

    We are considering adding our HR department to our Genesys Cloud instance as Communicate user licenses as they want to have logs and recordings of their phone calls, both inbound and outbound. They will have this out of the box, correct?

    Are Station to Station calls recorded? If not,  is it possible to? And if yes, can it be specific users/extensions?

    Is it possible to secure the HR Calls so that only HR folks can view and listen to the interactions/recordings?

     

    Thanks


    #Security
    #SystemAdministration

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    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
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  • 2.  RE: Interactions and Call Recordings

    Posted 06-10-2021 02:44
    No replies, thread closed.
    I believe the Communicate licence only includes the ability for the user to initiate an 'ad-hoc recording' (under permission Conversation > Call > Record). If you're wanting these recordings to be initiated automatically via a policy as an 'interaction' - they'll need a Cloud 1/2/3 license.

    We've gone down a similar path were another business unit just wants call recording and asked if they could join us on Genesys Cloud. On PureConnect it was possible to just consume the licences reequired for each component.

    But because Genesys Cloud doesn't allow mixing of Cloud 1/2/3 licences (and we are using Cloud 3) - it was too expensive for them to pay for a full contact centre licence per user to just get call recording - so they went to a Cisco solution instead.

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    Jeff
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  • 3.  RE: Interactions and Call Recordings

    Posted 06-10-2021 04:48
    No replies, thread closed.
    I would say that also Communicate users are recorded automatically according to my tests

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    Armands Bunkovskis
    Adventus Solutions Sia
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    Original Message


  • 4.  RE: Interactions and Call Recordings

    Posted 06-13-2021 23:37
    No replies, thread closed.
    We've had this question come up a number of times and I think it's important to be clear about a couple of points. A Genesys Cloud Communicate user can have their calls automatically recorded and retained/deleted based on the recording policies that are created. Bear in mind that the recording activity is trunk based so once enabled all calls are captured.

    The issue for Communicate users is that policy based recording is a contact centre feature. This means that although all calls can be recorded automatically, they are stored in an area that the Communicate users can access: Performance > Interactions.

    This leaves you with two options:
    1. Record all calls based on a policy, but advise users to perform ad-hoc recording on those calls they feel they will need to access after the call has ended, or;
    2. Create an internal business process where Communicate users can request a call recording be downloaded and shared by a user with appropriate contact centre licenses.
    The key question in this will be whether the priority is to ensure all calls are recorded (possibly for compliance purposes), or do the users require regular access to the recordings in order to review/share with clients.

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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    Original Message


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