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  • 1.  record outbound call

    Posted 11-24-2025 07:16
    No replies, thread closed.

    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.


    #Implementation
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Rihab
    ------------------------------


  • 2.  RE: record outbound call
    Best Answer

    Posted 11-24-2025 07:27
    No replies, thread closed.

    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:



    ------------------------------
    Debora Lopes
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  • 3.  RE: record outbound call

    Posted 11-24-2025 07:30
    No replies, thread closed.

    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



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------



  • 4.  RE: record outbound call

    Posted 11-24-2025 07:31
    No replies, thread closed.

    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.


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