I'm guessing it would, yes, though I don't have anything set up to test it right now.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 06-15-2020 18:49
From: Monica Michaud
Subject: Retain Inbound Portion of "Inbound/Outbound" Direction Interactions
Thank you @George Ganahl, we do have this setting (Continue on External Bridged Transfer) disabled on the trunk as well, but I believe the policies we have in place are deleting the entire recording regardless of it being transferred out simply because it has an outbound element to it.
We only want to keep recordings for inbound calls to the queue and inbound portions of calls that are transferred elsewhere, so we have policies doing the following:
- Delete All Outbound (with "Delete even if another policy retains" checked)
- Delete All Inbound (with "Delete even if another policy retains" unchecked)
- Retain Inbound Calls for this queue (with "Delete Recording After" checked and set to 90 days)
Would un-checking the "Delete even if another policy retains" option on the Delete All Outbound policy correct this issue?
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Monica Michaud
Koch Business Solutions
Original Message:
Sent: 06-05-2020 20:33
From: George Ganahl
Subject: Retain Inbound Portion of "Inbound/Outbound" Direction Interactions
There is a Continue on External Bridged Transfer setting on the External trunk (disabled by default) which you can ensure is disabled. It stops the recording when a call transfer results in two external parties connected together:
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 06-05-2020 19:16
From: Monica Michaud
Subject: Retain Inbound Portion of "Inbound/Outbound" Direction Interactions
Hello all!
I have an org set up with a couple of policies for deleting and retaining the recordings on calls for a particular queue - one for deleting all recordings (inbound and outbound) unless otherwise kept by another policy, and the other retains recordings for inbound calls in this particular queue for 90 days.
We've found that when the agent answers a call, speaks with the caller for a time, and then transfers the caller to an external number, the call is labeled with a direction of "Inbound/Outbound" and the recording is not kept. Our admins for this queue are only interested in being able to listen to the inbound portion of these types of conversations, and we currently do not want to enable outbound recording - is there a way to retain only the inbound part of these calls, either via a policy or by some other configuration?
Thanks!
-Monica
#SystemAdministration
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Monica Michaud
Koch Business Solutions
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