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  • 1.  Selectively recording through external transfers

    Posted 3 days ago

    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.

    ******************
    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
    ------------------------------


  • 2.  RE: Selectively recording through external transfers
    Best Answer

    Posted 3 days ago
    Edited by Jason Kleitz 2 days ago

    Good Day Aakanksha

    I found the following discussion on the community - https://community.genesys.com/discussion/recording-party-b-and-c-after-external-transfer

    I'm not sure if this is something that you can test to see if it might work - According to the article you should be able to enable this on trunk C to stop the recording.

    https://help.genesys.cloud/articles/transfer-to-number-action/

    https://help.genesys.cloud/articles/external-trunk-settings/

    https://help.genesys.cloud/130654/#release-link-transfer

    Hoping that someone else in the community might have some additional ideas on how to achieve this.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: Selectively recording through external transfers

    Posted 3 days ago

    Hi Aakanksha

    What you're seeing is expected behavior due to how Genesys Cloud handles recording inheritance during external bridged transfers.

    When a call starts recording on Trunk A with "Record through External Bridged Transfer" enabled, that recording context is preserved across subsequent transfers. Because of that, when the call is eventually transferred externally via Trunk C, the platform still considers the interaction to be part of the same recorded session-even if recording is disabled on that trunk.

    That is why:

    • Disabling Record Through Transfer on Trunk A stops the Microsoft Bot segment from being recorded.
    • Keeping it enabled causes the later external transfer via Trunk C to also be recorded.

    The key point is that recording continuation is controlled by the original recording context, not strictly by the trunk used later.

    I believe that to solve this is to explicitly stop the recording before the final external transfer. For example:

    1. Record the interaction normally for:
      • Inbound segment (Trunk A)
      • Transfer to Microsoft Bot (Trunk B)
      • Return to Genesys and ACD routing
    2. When the flow determines that the call will be transferred externally to another company(Use a dummy queue with an inqueueflow and create this logic in it before transferring(in this case if the call is active with the agent).):
      • Use Architect → Set Recording State → Stop Recording
      • Then perform the external transfer through Trunk C

    By stopping the recording before the transfer, the external leg will not be captured, even if the earlier segments were recorded.

    Endpoint: 

    PATCH /api/v2/conversations/calls/{conversationId}
    Body: { "recordingState": "PAUSED" }

    Just to be clear, I've never tested those points because I don't have a use case for them; that's just how I would try to do it.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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