Hello all!

Tried to search the Community pages to get an answer, but struggling with a solution.

Problem

Currently, Internal calls are not being recorded as this is enabled on the SIP trunk.

Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

There is an idea to have internal calls recorded which is due for Beta later this year  (Genesys Cloud Ideas Portal)

We have has been ported a DDI range into Genesys Cloud and is appearing in our DID Assignment.

Issue relates to a specific DDI (Eg,+44203123456) that as been assigned a call flow designed in Architect to play some messages before transferring to a queue.

Majority of the time, calls are coming externally (mobile / landlines) which are being recorded as over the SIP trunk.

Problem is if a user calls this DDI from Genesys Cloud, it recognises the number as an Internal Call.

As a result, these calls aren't being recorded.

I have created an "External Contact" which has an alternative number, which when dialled from Genesys Cloud routes outside of Genesys Cloud before coming back in (not ideal but a slight workaround).

Is there any other way i can stop / block users dialling the original number (+44203123456) from Genesys Cloud?

Tried to add this DDI to a Number plan and "Restrict" however it seems to ignore this rule as its an "Internal Call".

Ultimately, we want all calls to be recorded when hitting the Queue regardless of route taken.

Hope the above makes sense.

Today, the interactions need to be passed through the trunk to create the recording. You need to create DID external - local for example.

One time ago, I needed to resolve this situation:

1) Created a DID external;

2) Configured this DID for external route SBC;

3) In SBC created a route for return interaction/call back to Genesys Cloud with a New interaction/Inbound (loopback).

-  I didn't need to send information (UUI), but you can use it too.

This is not a better solution but was what I found a time ago.

Att,

Hello all!

Tried to search the Community pages to get an answer, but struggling with a solution.

Problem

Currently, Internal calls are not being recorded as this is enabled on the SIP trunk.

Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

There is an idea to have internal calls recorded which is due for Beta later this year  (Genesys Cloud Ideas Portal)

We have has been ported a DDI range into Genesys Cloud and is appearing in our DID Assignment.

Issue relates to a specific DDI (Eg,+44203123456) that as been assigned a call flow designed in Architect to play some messages before transferring to a queue.

Majority of the time, calls are coming externally (mobile / landlines) which are being recorded as over the SIP trunk.

Problem is if a user calls this DDI from Genesys Cloud, it recognises the number as an Internal Call.

As a result, these calls aren't being recorded.

I have created an "External Contact" which has an alternative number, which when dialled from Genesys Cloud routes outside of Genesys Cloud before coming back in (not ideal but a slight workaround).

Is there any other way i can stop / block users dialling the original number (+44203123456) from Genesys Cloud?

Tried to add this DDI to a Number plan and "Restrict" however it seems to ignore this rule as its an "Internal Call".

Ultimately, we want all calls to be recorded when hitting the Queue regardless of route taken.

Hope the above makes sense.

Today, the interactions need to be passed through the trunk to create the recording. You need to create DID external - local for example.

One time ago, I needed to resolve this situation:

1) Created a DID external;

2) Configured this DID for external route SBC;

3) In SBC created a route for return interaction/call back to Genesys Cloud with a New interaction/Inbound (loopback).

-  I didn't need to send information (UUI), but you can use it too.

This is not a better solution but was what I found a time ago.

Att,

Hello all!

Tried to search the Community pages to get an answer, but struggling with a solution.

Problem

Currently, Internal calls are not being recorded as this is enabled on the SIP trunk.

Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

There is an idea to have internal calls recorded which is due for Beta later this year  (Genesys Cloud Ideas Portal)

We have has been ported a DDI range into Genesys Cloud and is appearing in our DID Assignment.

Issue relates to a specific DDI (Eg,+44203123456) that as been assigned a call flow designed in Architect to play some messages before transferring to a queue.

Majority of the time, calls are coming externally (mobile / landlines) which are being recorded as over the SIP trunk.

Problem is if a user calls this DDI from Genesys Cloud, it recognises the number as an Internal Call.

As a result, these calls aren't being recorded.

I have created an "External Contact" which has an alternative number, which when dialled from Genesys Cloud routes outside of Genesys Cloud before coming back in (not ideal but a slight workaround).

Is there any other way i can stop / block users dialling the original number (+44203123456) from Genesys Cloud?

Tried to add this DDI to a Number plan and "Restrict" however it seems to ignore this rule as its an "Internal Call".

Ultimately, we want all calls to be recorded when hitting the Queue regardless of route taken.

Hope the above makes sense.

Today, the interactions need to be passed through the trunk to create the recording. You need to create DID external - local for example.

One time ago, I needed to resolve this situation:

1) Created a DID external;

2) Configured this DID for external route SBC;

3) In SBC created a route for return interaction/call back to Genesys Cloud with a New interaction/Inbound (loopback).

-  I didn't need to send information (UUI), but you can use it too.

This is not a better solution but was what I found a time ago.

Att,

Hello all!

Tried to search the Community pages to get an answer, but struggling with a solution.

Problem

Currently, Internal calls are not being recorded as this is enabled on the SIP trunk.

Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

There is an idea to have internal calls recorded which is due for Beta later this year  (Genesys Cloud Ideas Portal)

We have has been ported a DDI range into Genesys Cloud and is appearing in our DID Assignment.

Issue relates to a specific DDI (Eg,+44203123456) that as been assigned a call flow designed in Architect to play some messages before transferring to a queue.

Majority of the time, calls are coming externally (mobile / landlines) which are being recorded as over the SIP trunk.

Problem is if a user calls this DDI from Genesys Cloud, it recognises the number as an Internal Call.

As a result, these calls aren't being recorded.

I have created an "External Contact" which has an alternative number, which when dialled from Genesys Cloud routes outside of Genesys Cloud before coming back in (not ideal but a slight workaround).

Is there any other way i can stop / block users dialling the original number (+44203123456) from Genesys Cloud?

Tried to add this DDI to a Number plan and "Restrict" however it seems to ignore this rule as its an "Internal Call".

Ultimately, we want all calls to be recorded when hitting the Queue regardless of route taken.

Hope the above makes sense.