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  • 1.  Recording Internal Calls in Genesys Cloud

    Posted 02-21-2025 06:13
    No replies, thread closed.

    Hi Everyone, 

    We have enabled call recording in Genesys Cloud by selecting "Record calls on this trunk" and adding Queues to the recording policy. However, we've noticed that when a Genesys Cloud user calls a queue (using his Genesys Webrtc phone)  or a DID associated with the call flow, the call is not being recorded.

    To address this, I created a work team, added the agents to it, and configured it within the recording policy, but the issue persists.

    We need to ensure that internal calls are also recorded. Has anyone encountered this before, or does anyone have suggestions on how we can achieve this?

    Looking forward to your insights.


    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Karthik Ageer
    ------------------------------


  • 2.  RE: Recording Internal Calls in Genesys Cloud
    Best Answer

    Posted 02-21-2025 08:17
    No replies, thread closed.

    Hello Karthik, 

    At this time internal calls are not recorded as they do not traverse an external trunk with the recording enabled. Here is the idea that is under development to have internal calls recorded. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Recording Internal Calls in Genesys Cloud

    Posted 02-21-2025 12:30
    No replies, thread closed.

    Calls do not get recorded unless they traverse the Trunk, and when a user calls a DID the call is kept internal to Genesys Cloud, so it never traverses the Trunk.

    You would need to create a Number Plan and routing that specifically sends those "internal" calls out to the telco so that they end up being sent from the telco back inbound on the appropriate trunk to get them to record.



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



  • 4.  RE: Recording Internal Calls in Genesys Cloud

    Posted 05-16-2025 12:16
    No replies, thread closed.

    Hi George,

    Would you be able to expand more in detail how to go about this? We are looking to potentially record internal calls and queues.

    Thank you!



    ------------------------------
    Dianne
    ------------------------------

    Original Message


  • 5.  RE: Recording Internal Calls in Genesys Cloud

    Posted 05-21-2025 06:34
    No replies, thread closed.

    See my last post with screenshots in  Call Recording challenges for Internal calls and Internal transfers



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Recording Internal Calls in Genesys Cloud

    Posted 05-22-2025 08:45
    No replies, thread closed.

    If you can afford to wait another month to so this ability will become natively available in Genesys Cloud once Station Side recording is released. It was pushed back another month but could have been available this week if that had not happened.

    You can track the idea here https://genesyscloud.ideas.aha.io/ideas/WEM-I-85



    ------------------------------
    Steve Alix
    EDCi
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