Genesys Cloud - Main

Hi there,

We need to record a call initiated on demand by an agent.

This call is initiated by the agent with the purpose of recording the conversation of 2 people (agent - client), the scenario occurs within a bank agency where the conversation of the 2 people must be captured by means of a microphone.
* The agent in this case is a bank official who attends the platform (he has a desk and computer for his attention)
all customer banking inquiries.

What way do you suggest me to carry out this scenario?

#recording
#telephony

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Ismael Venturi
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#QualityManagement

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Ismael Venturi
Sixbell Peru S.A.C
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As you probably have found out, there is no ad-hoc recording for agents.  Business users can, but not agents on ACD call.  You have to have a policy for that.  Now, if you want to count on your agents, you could have a wrap-up code associated with a recording policy that could set the retention for that call.  Now, that only works for calls through an external trunk (at least until we get station-side recording policies), so if the two are internal, you are out of luck unless you have one call "into" the bank through an outside line (calling a DID on GC won't do it as it will still be considered internal).  If you do want a policy to record the business user, you have to specify users individually in the policy or by team. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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