So you've added "Enable Participant Recording action" because you enabled consent recording at the trunk? At what point did you grant consent recording in the flow? Can you try disabling consent required setting at the trunk first, just to see if that works?
Otherwise I can't think of anything else. You might need to contact Genesys Care for help if you can't resolve it yourself.
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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
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Original Message:
Sent: 10-10-2024 12:26
From: Shishir Srivastava
Subject: Self service call recording
Hi All,
I configured Genesys solution to record self service (IVR) as well in queue and agent conversation. This mean entire interaction of the call should be recorded.
We enabled trunk configuration for the recording. Also we added "Enable Participant Recording action" block in call flow next to start block.
But the Issue is, only in-queue and agent conversation is getting recorded. Conversation during Self service is not getting recorded.
Want to check, if any specific configuration I am missing.
Thanks,
Shishir
#QualityManagement
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Shishir Srivastava
BT Communications Ireland Ltd
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