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  • 1.  Record internal transferred calls

    Posted 4 days ago
    Copilot said:

    Hello,

    We are currently using Genesys Cloud and would like to record only internally transferred calls.

    At present, when call recording is enabled, recordings continue even when a call is transferred externally to another company. The recording remains active until the customer disconnects, despite the original agent no longer being on the call.

    Has anyone experienced this behavior? If so:

    • Were you able to prevent recordings from continuing after an external transfer?
    • Is there a specific recording policy, configuration, or best practice that can be used to record only internal interactions?
    • Are there any limitations or considerations we should be aware of?

    We would appreciate any insights or recommendations from others who have encountered and resolved this issue.

    Thank you in advance for your help.

    Thanks,


    #WEM-Quality,WFM,Gamification,etc

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    Ali Karchiwala
    Genesys Platform Analyst
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  • 2.  RE: Record internal transferred calls
    Best Answer

    Posted 4 days ago
    Edited by Jason Kleitz 3 days ago
    One option worth checking is whether you're using trunk-side recording. If so, under External Trunk > Recording, there's an External bridged transfers setting that controls whether recording continues after an external-to-external bridged transfer.
     
     
    In the screenshot below, the External bridged transfers option is disabled. With this setting disabled, recording should stop once the call becomes an external-to-external bridged call, provided the call remains under trunk-side recording.
     
    Another approach, if it fits your telephony architecture, is to use Release Link Transfer (RLT). When RLT is successfully completed, Genesys Cloud sends a SIP REFER to the carrier and removes itself from the media path. At that point, the carrier handles the call directly between the external parties, so Genesys Cloud is no longer able to continue recording the conversation.
     
    I would also confirm whether you're using station-side or trunk-side recording, since the External bridged transfers setting applies only to trunk-side recording. With station-side recording, the recording continues after an external transfer and this behavior isn't configurable.
     
    Has anyone else implemented this approach in production? I'd be interested to hear if it resolved the issue or if there were any carrier/BYOC-specific considerations.



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    Raphael Poliesi
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