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SCV – Call Recording Player not showing recordings on VoiceCall Record Page

  • 1.  SCV – Call Recording Player not showing recordings on VoiceCall Record Page

    Posted 8 hours ago

    Hello Genesys Community,

    I'm currently working with Service Cloud Voice (SCV) integrated with Genesys Cloud CX.

    As part of the configuration, I have customized the VoiceCall Record Page in Salesforce and added the standard Call Recording Player (native Salesforce component) to allow agents to listen to call recordings directly from the VoiceCall record.

    However, I've noticed that the recording is never available in the player, even though call recording is enabled on the Genesys side.

    At this point, I have a few questions:

    • Is the Call Recording Player supposed to work with Genesys Cloud CX in an SCV setup?

    • Are there any additional configurations required to make recordings accessible in Salesforce?

    • Or is this functionality simply not supported / not covered?

    I couldn't find any clear information in the documentation regarding this specific use case.

    Any clarification or feedback would be greatly appreciated.

    Thanks in advance!


    #API/Integrations
    #Implementation
    #Telephony

    ------------------------------
    Ragheb Gmira
    Consultant IT
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  • 2.  RE: SCV – Call Recording Player not showing recordings on VoiceCall Record Page

    Posted 6 hours ago

    I do not think that's supported, but you could map custom fields in the VoiceCallRecord to sync and hsare the URL to the recording in Genesys Cloud.



    ------------------------------
    Jeroen van der Sandt
    Specialist Lead | Technology & Tech
    ------------------------------

    Original Message


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