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  • 1.  Recording of direct calls Inbound/Outbound

    Posted 11-11-2021 07:08
    No replies, thread closed.
    We have a challenge with a customer migrating from PureConnect to Genesys Cloud. In PureConnect all recording are saved at a remote locations, even the recording made manually by the agents. 

    In Genesys Cloud all manually recording are saved in agents inbox in Genesys Cloud. This is not allowed for this customer. Is there a away to avoid these recording to be send to the agents inbox in Genesys Cloud, but instead be saved at a remote location. 

    For recording on Queue calls we use the Api's to download the recording. Is there possible to do the same for manual recordings.



    #Integrations
    #Outbound
    #SystemAdministration
    #Telephony

    ------------------------------
    Regards
    Rune Schau
    Atea AS
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  • 2.  RE: Recording of direct calls Inbound/Outbound

    Posted 11-12-2021 12:41
    No replies, thread closed.
    Hi Rune,

    Policy-based recordings and user recordings are fundamentally different kinds of recording in Genesys Cloud.  See Resource Center article Call recording in Genesys Cloud overview for details.  There is an accepted Idea for the agent to manually start & stop recordings that become policy managed, which you can vote on.

    My recommendation for now would be to disable the ability for agents to record calls, via disabling permission Conversation > Call > Record, and leverage Consent Recording as a partial workaround to allow agents to enable recording.

    For User Recordings, the API endpoints can be found here.

    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


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