Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  recording on outbound int on behalf of a queue that is blind transfer into a flow

    Posted 11-19-2024 11:03
    No replies, thread closed.

    We have a button in our crm that when an agent that is performing an outbound call on behalf of a queue detects voicemail they hit auto voicemail button and call is blind transferred into a flow and the text is being play by the tts and a voicemail if left to the customer.

    We have observed that the voicemail part of the recording is missing, for some reason this part is not being recorded I would like to know if there a way to make this work.
    On the other hand we have enabled the ¨ external bridged transfers¨ as per recommendation but did not resolve the issue.

    thanks in advance.


    #Outbound

    ------------------------------
    David Higgins
    ------------------------------


  • 2.  RE: recording on outbound int on behalf of a queue that is blind transfer into a flow
    Best Answer

    Posted 11-19-2024 11:08
    No replies, thread closed.

    Check the trunk that you are recording on transfers - usually only for external transfers, but could affect this.  Also, check that recording is turned on for the flow itself.  If you are transferring to a Secure Flow, that will not be recorded in any case.  



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



  • 3.  RE: recording on outbound int on behalf of a queue that is blind transfer into a flow

    Posted 11-20-2024 11:28
    No replies, thread closed.

    Just want to say, I love this idea. Brilliant idea.... might have to steal the concept for some future stuff



    ------------------------------
    Kevin Jones
    ------------------------------



Related Content