Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Self service call recording

    Posted 10-10-2024 12:27
    No replies, thread closed.

    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

    ------------------------------
    Shishir Srivastava
    BT Communications Ireland Ltd
    ------------------------------


  • 2.  RE: Self service call recording

    Posted 10-11-2024 10:23
    No replies, thread closed.

    To clarify: you mean you unchecked the suppress recording checkbox in the call flow(s)? 

    https://help.mypurecloud.com/articles/configure-default-speech-recognition-settings/



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Self service call recording

    Posted 10-11-2024 10:30
    No replies, thread closed.

    Yes, I already unchecked the box. My intend is to record whole conversation including self service as well.



    ------------------------------
    Shishir Srivastava
    BT Communications Ireland Ltd
    ------------------------------

    Original Message


  • 4.  RE: Self service call recording
    Best Answer

    Posted 10-11-2024 12:45
    No replies, thread closed.

    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.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------



Related Content