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  • 1.  Policy based Recording Not deleted in IVR Level

    Posted 11-26-2025 21:05
    No replies, thread closed.

    Hello Everyone,

    Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

    1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
    2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
    3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

    How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

    Thanks & Regards

    Shenbagamoorthy B


    #API/Integrations
    #ArchitectandDesign
    #Outbound
    #PredictiveEngagement/Routing
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: Policy based Recording Not deleted in IVR Level
    Best Answer

    Posted 11-27-2025 04:46
    No replies, thread closed.

    Hi,

    Not sure about #3, but for your first two points you might need to suppress recordings during the IVR in the Architect Flow  Call recording in Genesys Cloud overview - Genesys Cloud Resource Center



  • 3.  RE: Policy based Recording Not deleted in IVR Level

    Posted 11-27-2025 05:07
    No replies, thread closed.

    Dear Jeroen van der Sandt,

    Thank you for your response. I already suppress recordings  in the Architect Call Flow Level. But recording still there. How can I avoid those recording and delete that recording in an automate way.

    Thanks & Regards

    Shenbagamoorthy B



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 4.  RE: Policy based Recording Not deleted in IVR Level

    Posted 11-27-2025 05:33
    No replies, thread closed.

    Hi @Shenbagamoorthy B

    We have a similar scenario to yours. We are applying the policies to avoid recording over the queue, but I'm not sure if it works the same way for groups.

    It works well for queues.

    Cheers.



    ------------------------------
    Rafael Gomez Sanchis
    ------------------------------



  • 5.  RE: Policy based Recording Not deleted in IVR Level

    Posted 11-27-2025 07:13
    No replies, thread closed.

    Dear Rafael Gomez Sanchis,

    Thank you for your response. If you added specific Queues in your policy then your IVR level disconnected calls recording deleted or not? Did you validate? I can also add specific Queues. any other way to delete the Trunk side recording automatically?

    Thanks & Regards

    Shenbagamoorthy B



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 6.  RE: Policy based Recording Not deleted in IVR Level

    Posted 11-27-2025 07:36
    No replies, thread closed.

    When suppressing the recording in the Architect flow, it should not record at all during IVR and when setting it to suppress in the queue's configuration it should not record while the customers are waiting. If it's still recording you might want to check this with support.



  • 7.  RE: Policy based Recording Not deleted in IVR Level

    Posted 11-27-2025 08:33
    No replies, thread closed.

    Dear Jeroen van der Sandt,

    I understand what you saying, It will suppress the recording but recording always created in the Trunk. Therefore I want any other way to delete the Trunk side recording automatically?



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 8.  RE: Policy based Recording Not deleted in IVR Level

    Posted 11-27-2025 09:58
    No replies, thread closed.

    Hi @Shenbagamoorthy B,

    At the IVR level, whether it gets recorded or not depends on what you have configured in the trunk or the flow (Trunk > Flow). If a call stays in the IVR before reaching the queue where you set it to not record, and recording is allowed in the IVR, then it will be recorded.

    I'm not aware of other options at the trunk level except its own configuration, where you can specify whether it is recorded or not.

    Cheers!



    ------------------------------
    Rafael Gomez Sanchis
    ------------------------------

    Original Message


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