Genesys Cloud - Main

I have an issue and would like to see if there are any suggestions. Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer. The inbound flow immediately transfers the call to IBM Watson using Trunk B. Trunk B also has recording enabled and recording enable through External Transfer. Once Watson has completed the call is returned to Geneys for call ACD call Routing. If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.  I have been told that since the original Trunk has Record through Transfer enabled, that it is recording that third segment of the external call. I have removed trunk A record through Transfer but in doing so, the 2nd segment of the call, the IBM Watson did not record either.  I need to record the inbound call, call to watson, call to agent/group/flow, etc... but if an external transfer is dialed it should not be recorded. 

I want to:

• Record the entire internal journey (Trunk A → Trunk B → Genesys ACD).
• Exclude recording when the call is externally transferred via Trunk C.

However:

• Disabling "Record through Transfer" on Trunk A stops recording for the Watson segment.
• Keeping it enabled causes the external transfer via Trunk C to be recorded, which you want to avoid.

#ArchitectureandDesign
#SystemAdministration
#Telephony

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Stephen
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Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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I think Stephen is correct.  With the call coming in on Trunk A and recording enabled, unless you do a release transfer back to the carrier on Trunk A, you will always have that recording happening.  Using what you suggested would definitely allow the Trunk B not to be recorded from the Trunk A.  What I would suggest is that you turn on Trunk B recording and enable Consent Required on that trunk.  That way the call going out to Watson would not be recorded but it comes back from Watson, you can use the Enable Participant Recording tool in the return flow to enable recording at that point.  Trunk C is not needed in this scenario.

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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:
Sent: 08-28-2025 10:13
From: Cameron Tomlin
Subject: Record through Transfer

Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
------------------------------

Thank is something I have not tried Robert. Let me give that one a shot. 

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Stephen Wade
Contact Center Support Engineer III ITS
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Original Message:
Sent: 08-28-2025 10:21
From: Robert Wakefield-Carl
Subject: Record through Transfer

I think Stephen is correct.  With the call coming in on Trunk A and recording enabled, unless you do a release transfer back to the carrier on Trunk A, you will always have that recording happening.  Using what you suggested would definitely allow the Trunk B not to be recorded from the Trunk A.  What I would suggest is that you turn on Trunk B recording and enable Consent Required on that trunk.  That way the call going out to Watson would not be recorded but it comes back from Watson, you can use the Enable Participant Recording tool in the return flow to enable recording at that point.  Trunk C is not needed in this scenario.

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


Original Message:
Sent: 08-28-2025 10:13
From: Cameron Tomlin
Subject: Record through Transfer

Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator

Thanks Cameron. We did try that last night and it did not work. I am assuming (and dont like that) but I am assuming that since Recording through Transfer was disabled, that took priority over Trunk B recording policy. 

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Stephen Wade
Contact Center Support Engineer III ITS
------------------------------

Original Message:
Sent: 08-28-2025 10:13
From: Cameron Tomlin
Subject: Record through Transfer

Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hi Stephen,

We have the same setup with a client. And had the same issue, which as you already figured out is down to the 'external bridged transfers'. There is a conflict between wanting the external Bot trunk recorded, and then the external transfers at the agent end.(Actually logic would dictate that Camerons suggestion should work, but the Trunk B settings are ignored for external bridged transfers, it will only take the Trunk A setting. This was the case unless this has changed in last 6 months) 
The way to solve it is through Triggers.

In our situation it was relatively straight forward, as all external calls needed to be recorded except when an agent was not part of the conversation, which 'external bridged transfers' was overriding. A data action in the Trigger for conversation.user.end to the conversation/details API will give a nicely formatted JSON response to check the participants and which ones are active/dialing, allowing us to make a decision to call Secure Pause on the recordingstate API if no agents were found left active.
This technique could be applied to your scenario, to check on the participants and if the agent/user is transferring to an external party.

This technique can also be used to solve the Conference call issue, where recording between external parties continues when an Agent/User drops out of the conversation.

Hope that helps,

p.s since writing this this morning I am doubting. The trunk C should not record if not set to do so, make sure it is actually going out over trunk C. If sure, then just disable bridged transfers on Trunk B, that is not required at all and may be interfering unnecessarily, trunk B will be recorded by the 'external bridged transfer' setting on trunk A!

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Kevin Young
TTEC Digital, LLC
kevin.young@ttecdigital.com
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