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  • 1.  Line Recording Turned Off &- Ad-Hoc Recordings

    Posted 11-11-2022 13:42
    No replies, thread closed.
    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
    ------------------------------


  • 2.  RE: Line Recording Turned Off &- Ad-Hoc Recordings

    Posted 11-15-2022 12:22
    No replies, thread closed.
    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


  • 3.  RE: Line Recording Turned Off &- Ad-Hoc Recordings

    Posted 11-15-2022 13:57
    No replies, thread closed.
    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


  • 4.  RE: Line Recording Turned Off &- Ad-Hoc Recordings

    Posted 11-16-2022 22:25
    No replies, thread closed.
    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


  • 5.  RE: Line Recording Turned Off &- Ad-Hoc Recordings

    Posted 11-17-2022 07:17
    No replies, thread closed.
    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


  • 6.  RE: Line Recording Turned Off &- Ad-Hoc Recordings

    Posted 11-17-2022 10:04
    No replies, thread closed.
    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


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