Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 5 days ago

    Hello

    We are running an outbound campaign where agents have permission to schedule callbacks based on the customer's request.

    The callbacks are working as expected and are being assigned to an available agent in the queue at the scheduled time. However, we have noticed that the call recording for the callback interaction is missing . Only the recording of the initial outbound call attempt is available.

    We are using the same telephony trunk for all outbound call types, and call recording is already enabled on the trunk.

    Could you please help us identify why the callback interactions are not being recorded and advise on how to resolve this issue?


    #Outbound

    ------------------------------
    Tibin Thomas
    ------------------------------


  • 2.  RE: Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 5 days ago

    Hi Tibin

    My instinct is that there's a recording policy at play here which is overriding the trunk recording? That's the first thing I'd look for. If it's not that, then I'd ask a couple of questions to try to focus on the issue... 
    • BYOC Cloud or BYOC Premises?
    • Genesys native recording or SIPREC/external recorder?
    • Does the callback interaction appear in Performance → Interactions?
    • Does it show a recording icon with a 0-second recording, or no recording at all?

    Hope this gives you something to investigate 😊



    ------------------------------
    Paul

    Paul Mason
    Specialist Designer - British Telecommunications PLC
    ------------------------------



  • 3.  RE: Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 5 days ago
    Edited by Tibin Thomas 5 days ago

    Hello Paul,

    Does the Callback Type setting on the Queue > Callback tab have any dependency on the recording of callback calls?
     
    Previously, the queue was configured with the "Agent First" callback type. When I changed the Callback Type to "Customer First" and tested a callback, I was able to see recordings for all call attempts, including the callback interaction.

    Please find the details.

    • BYOC Cloud or BYOC Premises? -- BYOC Cloud
    • Genesys native recording or SIPREC/external recorder?  -- Genesys Native recording
    • Does the callback interaction appear in Performance → Interactions? ---Yes, This is Dialer call rescheduled by agent. I can see the recording for the initial call and Timeline  tab in interactions gives the completed time line of calls including initial call and callback call.
    • Does it show a recording icon with a 0-second recording, or no recording at all? --- only the recording of first call.

    Recording policy not have any customized configuration, below is the screenshot.

    Best Regards,



    ------------------------------
    Tibin Thomas
    ------------------------------

    Original Message


  • 4.  RE: Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 5 days ago

    So it works if you do 'customer first'? And the outbound trunk has recording enabled... I'm wondering whether the trunk associated with the agent's WebRTC phone (which is likely different to the outbound trunk you're using) has recording enabled? 



    ------------------------------
    Paul

    Paul Mason
    Specialist Designer - British Telecommunications PLC
    ------------------------------

    Original Message


  • 5.  RE: Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 5 days ago

    Hello Paul,

    Yes, after changing the Callback Type to "Customer First", the call recordings for scheduled callback interactions are now available in the Interaction Reports.
    The customer has only one external trunk, and call recording is enabled on that trunk.
     
    Additionally, manual outbound calls initiated by agents are being recorded correctly and are available in the Interaction Reports.

    Best Regards,



    ------------------------------
    Tibin Thomas
    ------------------------------

    Original Message


  • 6.  RE: Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 4 days ago

    Interesting. A Customer First callback is routed as an inbound interaction, whereas Agent First is outbound - but you've also confirmed that manual outbound calls are recorded... 

    Have you tried specifically including both inbound and outbound in the 'conversation direction'? (I don't think this should matter - I think the default is both!!) 



    ------------------------------
    Paul

    Paul Mason
    Specialist Designer - British Telecommunications PLC
    ------------------------------

    Original Message


  • 7.  RE: Scheduled callback from outbound dialer conversations missing callback part voice recording

    Posted 3 days ago

    Hello Tibin,

    Paul has already made some great suggestions on settings to double check. Another thing to check in your recording policies would be see if any policy has the Delete even if another policy retains option selected. This Resource Center article goes into some detail on how overlapping policies will function so I would highly recommend taking a look at that if you haven't already.

    If you're still unable to find what causing the recordings to disappear or not trigger, I would recommend having Product Support check some of the backend logs to see if a recording policy is being triggered, and if so, which one.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



Related Content