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  • 1.  Recording continues after Release link transfer

    Posted 02-23-2023 00:16
    No replies, thread closed.

    May i know is there some setting i missed to disable the recording between 2 parties outside genesys.

    Example:

    there is a flow has a simple task, inside the task, there is only 1 action 'Transfer to Number'.

    and the setting of 'Perform release link transfer' is True

    from the trunk level, the 'continue on external bridged transfer' is disabled.

    Furtherly, the RLT is enabled.

    After calling into this flow, 'Transfer to Number' worked fine, the external number 1(original caller) can talk to the external number 2(transfer target).

    But the recording keeps alive between them.

    Many Thanks!


    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SIP/VolP
    #Telephony

    ------------------------------
    John Hou

    Many Thanks!

    Best regards!
    John
    ------------------------------


  • 2.  RE: Recording continues after Release link transfer

    Posted 02-23-2023 01:51
    No replies, thread closed.

    Who is your carrier for telephony John?  I've found that not all carriers actually support the mechanism needed to properly do the release link transfer function and so Genesys Cloud remains in the path.



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 3.  RE: Recording continues after Release link transfer

    Posted 02-23-2023 02:32
    No replies, thread closed.

    Hi McCarthy

    Good to read your reply.

    we deployed BYOC cloud (premises-based PBX device).

    do you mean the 'BYE' signal (after external number 1 connected external numer 2) didn't send from carrier which sit behind the PSTN?

    or do you mean our internal SIP device didn't send the signal to release the call leg(a genensys inbound call from the external number 1) properly?

    if there some method to trace the sip from genesys UI?

    Many Thanks!



    ------------------------------
    John Hou

    Many Thanks!

    Best regards!
    John
    ------------------------------

    Original Message


  • 4.  RE: Recording continues after Release link transfer

    Posted 02-23-2023 10:49
    No replies, thread closed.

    SIP REFER is not supported by all carriers or platforms. If you are trying to REFER an incoming call from your PBX, it may not be able or know how to handle REFER. This is in addition to the comments others have made about making sure that transfer (and REFER) occur on the same trunk as the incoming call. 



    ------------------------------
    Ivan Kovacevic
    Star Telecom
    www.startelecom.cloud
    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 5.  RE: Recording continues after Release link transfer

    Posted 02-23-2023 09:55
    No replies, thread closed.

    One thing to remember here is the External Transfer in Architect will use the Default Site dial plan.  Check that and see which trunk this is going out of.  You may have number coming in one trunk and going out another.  Architect ALWAYS uses the default site.



    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 6.  RE: Recording continues after Release link transfer

    Posted 02-26-2023 19:58
    No replies, thread closed.

    Dear all

    Thank you for sharing the information.

    I noticed that when the call is active, even the RLT is enabled, the recording(Monitor) is still happening between the 2 external call parties.

    While the call between 2 external call parties got disconnected. if i retrieve the recording, the recording part after the 'Transfer to Number' won't be available.it got paused automatically.

    they appeared a 'working as intended' behavior.

    May i know did the above behave same in your systems as well?

    Best Regards!

    John



    ------------------------------
    John Hou

    Many Thanks!

    Best regards!
    John
    ------------------------------

    Original Message


  • 7.  RE: Recording continues after Release link transfer

    Posted 02-27-2023 01:00
    No replies, thread closed.

    Hi John,

    That seems about right. When the switch "Continue on External Bridged Transfer" under the Trank setting is disabled, the system will stop the recording prior to the call being transferred to 3rd party. 

    Our suggestion was in a direction to give you more control over this. In Architect flow, just add the Data Action with the value to set PAUSED call recording prior to transfer to 3rd party. Another benefit: in case someone changes trunk settings and enables "Continue on External Bridged Transfer you should be good and no changes in the call Architect flow should be needed.

    Hope this helps. 



    ------------------------------
    TatjanaKnezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 8.  RE: Recording continues after Release link transfer

    Posted 02-24-2023 09:15
    No replies, thread closed.

    Hi John,

    Did you explore the option of adding a call to Data Action in the Architect flow to stop the recording before you are transferring the call? 

    Genesys API /api/v2/conversations/calls/${input.conversationId}/recordingstate, and as a value use "PAUSED" parameter for the recordingState. 

    Thanks,



    ------------------------------
    TatjanaKnezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



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