Genesys Cloud - Main

Hello,

I have a question in regard to call recordings: Does Genesys recording have the capability to segment portions of the recorded call so that if transferred to another area, both portions of the call are captured as one recording but only people in their respective areas can listen to their portions of the call in playback?

I found this in the RFPIO but I think that means you cannot send the segmented portions of the call to different areas because it seems that the criteria for how they segment the recorded calls are hard to define.

I appreciate any help. 

Thanks, 

Rob
#Unsure/Other

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Rob Kemp
ConvergeOne, Inc.
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Hi Rob
There is a way to do this. I haven't implemented it yet but have spent a good amount of time testing (with more to come) and thus far all is working as I'd expect. Here are a few resource pages I found helpful:

https://help.mypurecloud.com/articles/access-control-transactional-objects/

https://help.mypurecloud.com/articles/work-with-an-interaction-overview/

https://community.genesys.com/viewdocument/interaction-recording-introduction?CommunityKey=f6e20f73-2c94-4b44-be95-118216aafb4f&tab=librarydocuments

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Emily Kammerer
Ascendium Education Solutions, Inc.
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Original Message:
Sent: 10-31-2022 13:20
From: Rob Kemp
Subject: Segmentation of call recordings.

Hello,

I have a question in regard to call recordings: Does Genesys recording have the capability to segment portions of the recorded call so that if transferred to another area, both portions of the call are captured as one recording but only people in their respective areas can listen to their portions of the call in playback?

I found this in the RFPIO but I think that means you cannot send the segmented portions of the call to different areas because it seems that the criteria for how they segment the recorded calls are hard to define.

I appreciate any help.

Thanks,

Rob
#Unsure/Other

------------------------------
Rob Kemp
ConvergeOne, Inc.
------------------------------

This is great Emily, thanks so much for the help!

------------------------------
Rob Kemp
ConvergeOne, Inc.
------------------------------

Original Message:
Sent: 11-01-2022 06:25
From: Emily Kammerer
Subject: Segmentation of call recordings.

Hi Rob
There is a way to do this. I haven't implemented it yet but have spent a good amount of time testing (with more to come) and thus far all is working as I'd expect. Here are a few resource pages I found helpful:

https://help.mypurecloud.com/articles/access-control-transactional-objects/

https://help.mypurecloud.com/articles/work-with-an-interaction-overview/

https://community.genesys.com/viewdocument/interaction-recording-introduction?CommunityKey=f6e20f73-2c94-4b44-be95-118216aafb4f&tab=librarydocuments

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 10-31-2022 13:20
From: Rob Kemp
Subject: Segmentation of call recordings.

Hello,

I have a question in regard to call recordings: Does Genesys recording have the capability to segment portions of the recorded call so that if transferred to another area, both portions of the call are captured as one recording but only people in their respective areas can listen to their portions of the call in playback?

I found this in the RFPIO but I think that means you cannot send the segmented portions of the call to different areas because it seems that the criteria for how they segment the recorded calls are hard to define.

I appreciate any help.

Thanks,

Rob
#Unsure/Other

------------------------------
Rob Kemp
ConvergeOne, Inc.
------------------------------