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  • 1.  SIP REFER and Call Recording

    Posted 09-22-2025 17:12

    I've been experimenting with the approach defined below, where Genesys Cloud CX is connected to a third party Voice Agent using BYOC SIP Trunks and is returned using a SIP REFER.

    Transferring calls to an external device with BYOC Cloud trunk, understanding that Audio Connector and Set Post Flow approaches seem to be superior alternatives for connecting to a third party Voice Agent.

    That said, I am trying to understand a couple of things with Genesys Cloud CX:

    1. Is it possible to record the customer engagement from the very beginning of the call, as they interact with the IVR all the way through to when they end the call
    2. I am able to record the BYOC SIP Transfer leg to the Voice AI Agent but the REFER back to Genesys Cloud CX isn't recorded which I think may be because of #1 above (I assume this is a new call with a new Interaction ID?). As a side note, the return call is recorded with the Set Post Flow approach, when the Voice Agent ends the call.

    Thanks!


    #Architect

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    Alan Klein
    SA
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  • 2.  RE: SIP REFER and Call Recording

    Posted 09-22-2025 17:27

    Where does the original call originate from? Is it a Genesys Cloud user calling a DID that routes to a GC IVR which then routes to the external Voice Agent, then gets released back to Genesys Cloud?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: SIP REFER and Call Recording

    Posted 09-22-2025 17:43
      |   view attached

    I think I found the issue :P



    ------------------------------
    Alan Klein
    SA
    ------------------------------

    Original Message


  • 4.  RE: SIP REFER and Call Recording

    Posted 09-29-2025 19:53

    Hmmmm...didn't think about that one. Tricky :-)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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