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  • 1.  Record Internal Phone Interactions?

    Posted 7 days ago

    Hi everyone,

    Inbound customer calls are recording for me, as appropriate, but it doesn't look like we're recording internal calls (my agents calling my help desk queue, for example) which I do need.  Could this be a setting that I don't have properly updated......or is this the norm?

    Thanks in advance!


    #ArchitectureandDesign
    #Telephony

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    Mike Nahass
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  • 2.  RE: Record Internal Phone Interactions?

    Posted 7 days ago

    Don't shoot the messenger, but GCx doesn't have station to station recording.  That is due our around Feb 2025, but please don't promise anyone that date.  Until then, the only option is to have the call bounce through an external SBC to create an external leg that can be recorded.



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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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    Original Message


  • 3.  RE: Record Internal Phone Interactions?

    Posted 7 days ago

    Got it.  Thank you!



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    Michael Nahass
    Shield Healthcare
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    Original Message


  • 4.  RE: Record Internal Phone Interactions?

    Posted 2 days ago

    To add to Robert's comments, if you want to track progress (or even comment / vote!) the idea that is connected with this effort is here.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 5.  RE: Record Internal Phone Interactions?

    GENESYS
    Posted 2 days ago

    Hello Michael,

     

    Robert is correct. Currently, Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording. We have a Resource Center article that goes over some more details with regards to some of the configurations that you can change for recordings with Genesys Cloud.

     

    While we don't currently offer recording internal calls, our Dev team is currently working on a submission in the Product Ideas Lab that is expecting to be in beta by early Q4 2024, and targeting for a GA release in Q1 of 2025.

     

    If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


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