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Hi!

Does someone out here have a good suggestion to inform customers they are being recorded or have a user actively start a recording on an outbound call AND have Speech & Text Analytics available?

I'd like to give users the option to record outbound calls, but by default it should not record. Customers need to be informed of this first.

Using an agent greeting for outbound calls would inform the customer without the user needing to remember this, but I am afraid customers will be put off and hang up when hearing a disclaimer first.

The new feature to record snippets is one way to go as the user can request to record something when needed, not by default. But I believe it's a station-side recording, so when recording you miss transcription and other speech and text analytics capabilities.

Which led me to the Secure pause, thinking to use a trigger, workflow and data action to pause recording automatically when someone starts an outbound call, but need to resume it when necessary to record the call and have transcription available. 

But when setting this up I see the endpoint needs a user context: 

patch /api/v2/conversations/{conversationId}/recordingstate

Hi Jeroen,

I think the thread below already covers this scenario quite well:

https://community.genesys.com/discussion/record-outbound-calls-when-require-user-consent-before-recording-option-is-enabled

From that discussion, the suggested approach is to let the agent control when recording starts after informing the customer, rather than trying to manage it via Secure Pause or backend workflows.

Secure Pause is more suited to temporarily pausing an active recording, for example for PCI scenarios, rather than handling consent-based start and stop of recording. Using a script, button, or other agent-driven control seems to align better with the requirement to inform the customer first and then start recording when needed.

This should also help retain normal recording behaviour, which is important if you want Speech & Text Analytics on the recorded portion.

Hope someone from community might add more to this.

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Phaneendra
Technical Solutions Consultant
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Thanks @Cesar Padilla and @Phaneendra Avatapalli!