Genesys Cloud - Main

Hello Everyone,

I need some detailed info on below feature... Has anybody implemented this?

Party A = Caller who made the inbound call.
Party B = Agent who received the call or IVR.
Party C = External user who Party A was transferred to?

To make this happen,

1. How many parties are involved e.g. Caller, Agent who received the call, C party who the call was externally transferred to and how will it behave if used in conjunction with dual channel enabled?
2. Does the PRI channel remain occupied for the time Party A and Party C are talking to?
3. Does it work alike for transfer to external number block in architect and Transfer to external number by agent from script?

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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies -
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Bump

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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies -
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Hello Sajid,

PureCloud performs 'bridged transfers' for external transfers.  This means the original call leg from the customer to PureCloud is retained, and a new call leg from PureCloud to the transfer target is created.  The call is 'bridged' through the PureCloud SIP/Media microservices (or premises Edge device depending on the deployment type) for the duration of the call.  This allows our media engine to record the call if indicated by the trunk's recordings settings.

In a Dual Channel scenario, the audio from the customer will be recorded in one channel while the audio from the transfer target will be recorded in the other.

Please note, we are nearing the release of "Release Link Transfer", which can be used with supporting carriers to push External Transfers off of PureCloud when RLT is triggered within an IVR flow or via API call.  Calls released from PureCloud will not continue to be recorded once PureCloud is out of the call path.

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alan lanteigne
Genesys - Employees
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Thank you @Alan Lanteigne​

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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
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Original Message:
Sent: 11-27-2018 16:06
From: alan lanteigne
Subject: Recording Party B and C after external transfer

Hello Sajid,

PureCloud performs 'bridged transfers' for external transfers.  This means the original call leg from the customer to PureCloud is retained, and a new call leg from PureCloud to the transfer target is created.  The call is 'bridged' through the PureCloud SIP/Media microservices (or premises Edge device depending on the deployment type) for the duration of the call.  This allows our media engine to record the call if indicated by the trunk's recordings settings.

In a Dual Channel scenario, the audio from the customer will be recorded in one channel while the audio from the transfer target will be recorded in the other.

Please note, we are nearing the release of "Release Link Transfer", which can be used with supporting carriers to push External Transfers off of PureCloud when RLT is triggered within an IVR flow or via API call.  Calls released from PureCloud will not continue to be recorded once PureCloud is out of the call path.

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alan lanteigne
Genesys - Employees
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