Hi People,
We have a challenge currently and I would like to see if there are any suggestions here.
Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer.
The inbound flow immediately transfers the call to Microsoft Bot using Trunk B.Trunk B also has recording enabled and recording enable through External Transfer. Once Voice Bot has completed the call is returned to Geneys for ACD call Routing.
If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.
We have seen that since the original Trunk has Record through External bridged Transfer enabled, it also records that third segment of the external call.
We tried removing trunk A record through Transfer but in doing so, the 2nd segment of the call, the Microsoft Bot did not record either. I need to record the inbound call, call to the Bot, call to agent/group/flow, etc... but if an external transfer is dialed (without any Genesys Cloud Party) it should not be recorded.
I want to:
- Record the entire internal journey (Trunk A → Trunk B (Microsoft Bot, even though it's happening via an external transfer) → Genesys ACD).
- Exclude recording when the call is externally transferred via Trunk C.
However:
- Disabling "Record through Transfer" on Trunk A stops recording for the Microsoft Bot segment.
- Keeping it enabled causes the external transfer via Trunk C to be recorded, which we want to avoid.
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P.S - There was a very similar post from 2025 but since that has been closed I am reposting the question again and trying to see if anyone has made this to work somehow. Thanks in advance.
#Telephony------------------------------
Aakanksha Goyal
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