Genesys Cloud - Main

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

Hi @Christoph Domaschke thanks for your reply. It is helpful. Before you  had replied, I used your initial thought-process to build a solution which was blind-transferring the call to an external number registered with our ORG and then the call came back into a flow from where it was transferred to the agent. I saved the initial agent details in participant-data with the call and I retrieve it in the flow which the call comes back into. With your reply today, I now used the flow@localhost instead of calling an external number, which works even better.
I still have a few questions, hope you can help answer them.
- when the agent initiates the blind transfer, the original call ends on agent screen and they get a wrap-up option (if set) and then theny wait until the call comes back to them. Is this how your agent behaviour is too ?
- have you had any issues where such outbound calls, once they come back to the agent, are monitored by supervisors, like listening-in while agent & customer talk
- with this solution we are no longer able to help customers with the consenting process while agent & customer are on the call together. Is there anything you figured out if we can do it with this solution ?

Regards

Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

Hi @Vineet Kakroo ,

Then our solutions are very alike.
1.: Yes, my agents have to wait until the call comes back. That is the reason why the agents are asking for the consent and the flow only plays a short prompt.
2. We are not using monitoring by supervisors.
3. I am not shure, if I understood your question correctly. We are asking in the live call for the consent of the caller.

Best regards

Christoph

Hi @Christoph Domaschke thanks for your reply. It is helpful. Before you  had replied, I used your initial thought-process to build a solution which was blind-transferring the call to an external number registered with our ORG and then the call came back into a flow from where it was transferred to the agent. I saved the initial agent details in participant-data with the call and I retrieve it in the flow which the call comes back into. With your reply today, I now used the flow@localhost instead of calling an external number, which works even better.
I still have a few questions, hope you can help answer them.
- when the agent initiates the blind transfer, the original call ends on agent screen and they get a wrap-up option (if set) and then theny wait until the call comes back to them. Is this how your agent behaviour is too ?
- have you had any issues where such outbound calls, once they come back to the agent, are monitored by supervisors, like listening-in while agent & customer talk
- with this solution we are no longer able to help customers with the consenting process while agent & customer are on the call together. Is there anything you figured out if we can do it with this solution ?

Regards

Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

Thanks @Christoph Domaschke 

Our original requirement from business is that when the agent initiates consent with customer, they should both be able to listen to the consent message and the agent can help the customer if they have any questions while answering the consent options. With this solution, we can't do it, so wanted to check if there was a way that this could happen.

Regards

Hi @Vineet Kakroo ,

Then our solutions are very alike.
1.: Yes, my agents have to wait until the call comes back. That is the reason why the agents are asking for the consent and the flow only plays a short prompt.
2. We are not using monitoring by supervisors.
3. I am not shure, if I understood your question correctly. We are asking in the live call for the consent of the caller.

Best regards

Christoph

Hi @Christoph Domaschke thanks for your reply. It is helpful. Before you  had replied, I used your initial thought-process to build a solution which was blind-transferring the call to an external number registered with our ORG and then the call came back into a flow from where it was transferred to the agent. I saved the initial agent details in participant-data with the call and I retrieve it in the flow which the call comes back into. With your reply today, I now used the flow@localhost instead of calling an external number, which works even better.
I still have a few questions, hope you can help answer them.
- when the agent initiates the blind transfer, the original call ends on agent screen and they get a wrap-up option (if set) and then theny wait until the call comes back to them. Is this how your agent behaviour is too ?
- have you had any issues where such outbound calls, once they come back to the agent, are monitored by supervisors, like listening-in while agent & customer talk
- with this solution we are no longer able to help customers with the consenting process while agent & customer are on the call together. Is there anything you figured out if we can do it with this solution ?

Regards

Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

Hi @Vineet Kakroo , as far as I know, there is no way to play an audio for the customer and the agent. I tried to work with consult transfers, but it was not working.

Regards

Christoph

Thanks @Christoph Domaschke 

Our original requirement from business is that when the agent initiates consent with customer, they should both be able to listen to the consent message and the agent can help the customer if they have any questions while answering the consent options. With this solution, we can't do it, so wanted to check if there was a way that this could happen.

Regards

Hi @Vineet Kakroo ,

Then our solutions are very alike.
1.: Yes, my agents have to wait until the call comes back. That is the reason why the agents are asking for the consent and the flow only plays a short prompt.
2. We are not using monitoring by supervisors.
3. I am not shure, if I understood your question correctly. We are asking in the live call for the consent of the caller.

Best regards

Christoph

Hi @Christoph Domaschke thanks for your reply. It is helpful. Before you  had replied, I used your initial thought-process to build a solution which was blind-transferring the call to an external number registered with our ORG and then the call came back into a flow from where it was transferred to the agent. I saved the initial agent details in participant-data with the call and I retrieve it in the flow which the call comes back into. With your reply today, I now used the flow@localhost instead of calling an external number, which works even better.
I still have a few questions, hope you can help answer them.
- when the agent initiates the blind transfer, the original call ends on agent screen and they get a wrap-up option (if set) and then theny wait until the call comes back to them. Is this how your agent behaviour is too ?
- have you had any issues where such outbound calls, once they come back to the agent, are monitored by supervisors, like listening-in while agent & customer talk
- with this solution we are no longer able to help customers with the consenting process while agent & customer are on the call together. Is there anything you figured out if we can do it with this solution ?

Regards

Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

------------------------------
Christoph Domaschke
CRONBANK AG

Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls

Hello,

No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?

Thanks



#Outbound
#Telephony

------------------------------
Ragheb Gmira
Almavia
------------------------------

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

Hi Christoph, 

My solutions does not need the agent to enter a WrapUp code, because I set the code in the Architect Flow.
Then I filter on it in the policy, works fine.

BR,

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

Hi @Rob Mulder , we presented the same solution as you at the start of our project about 8 months ago but was rejected by legal team saying that German law does not allow us to record any customer audio (even though we delete it later) without consent from the customer.

Our current solution is to trigger a workflow as soon as the outbound call is made using both user.start & customer.start triggers and within the workflows we check if customer is in "connected" state, then we secure-pause the call. Agent then manually initiates a consult transfer into an in-queue flow where we ask customer for consent and if consent is provided, we call the API to change recording state to "ACTIVE", otherwise if consent is not give, we leave the call as paused.

The issue with this solution is that we need to continuously check the call state to be "connected" and this causes API rate issues if customer does not pick the call early. And when we get the rate issue, we are not able to secure pause the call, resulting in compliance-legal issue.

Reading what Christoph mentioned above, looks like it would works perfectly in our scenario too, but need to understand how it is done.

Regards

Hi Christoph, 

My solutions does not need the agent to enter a WrapUp code, because I set the code in the Architect Flow.
Then I filter on it in the policy, works fine.

BR,

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

Hey Vineet, 

you mention that you can trigger a workflow when an outbound call is made - could you explain how you do that? 

This could offer me a solution to my issue in regards to outbound calls being recorded... I'd love to be able to securepause all outgoing calls automatically...

Hi @Rob Mulder , we presented the same solution as you at the start of our project about 8 months ago but was rejected by legal team saying that German law does not allow us to record any customer audio (even though we delete it later) without consent from the customer.

Our current solution is to trigger a workflow as soon as the outbound call is made using both user.start & customer.start triggers and within the workflows we check if customer is in "connected" state, then we secure-pause the call. Agent then manually initiates a consult transfer into an in-queue flow where we ask customer for consent and if consent is provided, we call the API to change recording state to "ACTIVE", otherwise if consent is not give, we leave the call as paused.

The issue with this solution is that we need to continuously check the call state to be "connected" and this causes API rate issues if customer does not pick the call early. And when we get the rate issue, we are not able to secure pause the call, resulting in compliance-legal issue.

Reading what Christoph mentioned above, looks like it would works perfectly in our scenario too, but need to understand how it is done.

Regards

Hi Christoph, 

My solutions does not need the agent to enter a WrapUp code, because I set the code in the Architect Flow.
Then I filter on it in the policy, works fine.

BR,

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.

Hey Vineet, 

you mention that you can trigger a workflow when an outbound call is made - could you explain how you do that? 

This could offer me a solution to my issue in regards to outbound calls being recorded... I'd love to be able to securepause all outgoing calls automatically...

Hi @Rob Mulder , we presented the same solution as you at the start of our project about 8 months ago but was rejected by legal team saying that German law does not allow us to record any customer audio (even though we delete it later) without consent from the customer.

Our current solution is to trigger a workflow as soon as the outbound call is made using both user.start & customer.start triggers and within the workflows we check if customer is in "connected" state, then we secure-pause the call. Agent then manually initiates a consult transfer into an in-queue flow where we ask customer for consent and if consent is provided, we call the API to change recording state to "ACTIVE", otherwise if consent is not give, we leave the call as paused.

The issue with this solution is that we need to continuously check the call state to be "connected" and this causes API rate issues if customer does not pick the call early. And when we get the rate issue, we are not able to secure pause the call, resulting in compliance-legal issue.

Reading what Christoph mentioned above, looks like it would works perfectly in our scenario too, but need to understand how it is done.

Regards

Hi Christoph, 

My solutions does not need the agent to enter a WrapUp code, because I set the code in the Architect Flow.
Then I filter on it in the policy, works fine.

BR,

I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.

This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.

If you are still interested in this solution I will provide a more detailed information.