Genesys Cloud - Main

Hello,
My customer is asking to record outbound calls from Genesys, such as web callbacks and manual calls made using a queue.
How can I enable call recording for outbound calls?
Thank you.

Hi @Rihab BEN MALEK

You must enable the recording on the Trunk configuratons, all call made through this trunk will be recorded.



Also, check if there is any policies which may be excluing outbound call from been recorded:

Good Day Rihab

Adding on what Rebora has said,  including the below link for your convenience as well.

https://help.mypurecloud.com/articles/enable-policy-based-recording/

Regards

Stephan

Hi Rihab,

1. You need to enable recording on the SIP trunk See recording options in External trunk settings - Genesys Cloud Resource Center
2. further configuration Enable policy-based recording - Genesys Cloud Resource Center
3. Then you can set a policy to record calls with the outbound direction see option #7 at Create a policy - Genesys Cloud Resource Center.