Hello,

I was doing some testing and noticed that if we turn off line recording, we are still able to process ad-hoc business user recordings.

Out of curiousity - where does this audio stream come from? Would love a little color as to what is happening behind the scenes.

Thanks,
Peter
#QualityManagement
#Telephony

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Hi Peter, yes you can still perform ad-hoc user recordings even if line recording is not enabled.  This user recording is captured at the agent-side, so the line-side (policy-based) recording is not related to it.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
------------------------------

Original Message:
Sent: 11-11-2022 13:42
From: Peter Stoltenberg
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hello,

I was doing some testing and noticed that if we turn off line recording, we are still able to process ad-hoc business user recordings.

Out of curiousity - where does this audio stream come from? Would love a little color as to what is happening behind the scenes.

Thanks,
Peter
#QualityManagement
#Telephony

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Thanks, Daniel!

So, it's fair to say then that the recording is being handled by the Phone Trunk.

Thanks again,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 11-15-2022 12:22
From: Daniel Ho
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hi Peter, yes you can still perform ad-hoc user recordings even if line recording is not enabled.  This user recording is captured at the agent-side, so the line-side (policy-based) recording is not related to it.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 11-11-2022 13:42
From: Peter Stoltenberg
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hello,

I was doing some testing and noticed that if we turn off line recording, we are still able to process ad-hoc business user recordings.

Out of curiousity - where does this audio stream come from? Would love a little color as to what is happening behind the scenes.

Thanks,
Peter
#QualityManagement
#Telephony

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Wait a second Daniel.  You are saying that through the phone trunk ad-hoc can record user recordings without line-side recording enabled.  If that is so, why in the heck can't Genesys allow intercom recording since it would be going through a phone trunk for both legs!

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 11-15-2022 12:22
From: Daniel Ho
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hi Peter, yes you can still perform ad-hoc user recordings even if line recording is not enabled.  This user recording is captured at the agent-side, so the line-side (policy-based) recording is not related to it.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 11-11-2022 13:42
From: Peter Stoltenberg
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hello,

I was doing some testing and noticed that if we turn off line recording, we are still able to process ad-hoc business user recordings.

Out of curiousity - where does this audio stream come from? Would love a little color as to what is happening behind the scenes.

Thanks,
Peter
#QualityManagement
#Telephony

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

It's a reasonable question to ask.  The high-level answer there, is that user recordings are not nearly as sophisticated as policy-based recordings -- and that they are governed by different microservices in Genesys Cloud.  But yes, from the Edge standpoint, you're right in that it currently has the raw ability to record station-side.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
------------------------------

Original Message:
Sent: 11-16-2022 22:24
From: Robert Wakefield-Carl
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Wait a second Daniel.  You are saying that through the phone trunk ad-hoc can record user recordings without line-side recording enabled.  If that is so, why in the heck can't Genesys allow intercom recording since it would be going through a phone trunk for both legs!

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-15-2022 12:22
From: Daniel Ho
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hi Peter, yes you can still perform ad-hoc user recordings even if line recording is not enabled.  This user recording is captured at the agent-side, so the line-side (policy-based) recording is not related to it.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 11-11-2022 13:42
From: Peter Stoltenberg
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hello,

I was doing some testing and noticed that if we turn off line recording, we are still able to process ad-hoc business user recordings.

Out of curiousity - where does this audio stream come from? Would love a little color as to what is happening behind the scenes.

Thanks,
Peter
#QualityManagement
#Telephony

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

But if you have an agent in the policy and ad hoc can record between the agents, what is the big problem with using that same mechanism to record internal calls?

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 11-17-2022 07:16
From: Daniel Ho
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

It's a reasonable question to ask.  The high-level answer there, is that user recordings are not nearly as sophisticated as policy-based recordings -- and that they are governed by different microservices in Genesys Cloud.  But yes, from the Edge standpoint, you're right in that it currently has the raw ability to record station-side.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 11-16-2022 22:24
From: Robert Wakefield-Carl
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Wait a second Daniel.  You are saying that through the phone trunk ad-hoc can record user recordings without line-side recording enabled.  If that is so, why in the heck can't Genesys allow intercom recording since it would be going through a phone trunk for both legs!

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-15-2022 12:22
From: Daniel Ho
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hi Peter, yes you can still perform ad-hoc user recordings even if line recording is not enabled.  This user recording is captured at the agent-side, so the line-side (policy-based) recording is not related to it.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 11-11-2022 13:42
From: Peter Stoltenberg
Subject: Line Recording Turned Off &- Ad-Hoc Recordings

Hello,

I was doing some testing and noticed that if we turn off line recording, we are still able to process ad-hoc business user recordings.

Out of curiousity - where does this audio stream come from? Would love a little color as to what is happening behind the scenes.

Thanks,
Peter
#QualityManagement
#Telephony

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------