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  • 1.  Recording Policy - Screens but no audio

    Posted 01-21-2025 14:18
    No replies, thread closed.

    I have a recording policy enabled to retain recordings for 45 days for a specific queue. However, in some cases it's only retaining the screen recording but there is no audio. This seems to be happening when there are no external participants. In those cases, they are calls initiated on behalf of queue by an agent to the TFN associated with the queue (rather than direct to the queue), sometimes with an ACD call on hold. There are no conflicting policies that would cause the audio portion to be deleted. I enabled this policy about 18 months ago and it had been retaining audio & screen, so I'm not sure when this changed. Looking for any suggestions on how to fix this. Thanks! 

    The criteria for the policy are call direction (inbound & outbound) and the queue name. The actions are as follows.


    #QualityManagement

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    Emily Kammerer
    Manager - Telephony Systems
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  • 2.  RE: Recording Policy - Screens but no audio

    Posted 01-22-2025 11:26
    No replies, thread closed.

    If there are no external participants, it is likely that the call never traversed an external trunk and therefore the recording was never captured.  So that's not a problem at the QM policy at all.

    Policy-based station-side recording is currently in beta and will be generally available soon.  That would be the feature to help you capture recordings of internal calls.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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  • 3.  RE: Recording Policy - Screens but no audio

    Posted 01-22-2025 17:52
    No replies, thread closed.

    Thank you Daniel



    ------------------------------
    Emily Kammerer
    Manager - Telephony Systems
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    Original Message


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