Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

I've always found it strange you can use Secure Pause on an "interaction" call, but you can't on a regular "Call".

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

I second "4...a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes."

That is a standard base practice - have one policy which deletes all the call recordings, then other policies which retain just the ones you do want to keep.

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

The real reason for this default policy is that when you turn on recording on the trunk, ALL calls are recorded, including those of the CEO or President that may be on a Genesys phone.  In addition, if you don't put those users in their own division, then there is not a lot of security around the recordings and practically any supervisor or above could listen to them.  This has happened and has costs jobs, so as George says, best practice is to have it in there before ANY other policy. 

I second "4...a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes."

That is a standard base practice - have one policy which deletes all the call recordings, then other policies which retain just the ones you do want to keep.

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

Thank you! this is very helpful. 
Another use cases are:

User receives a call from an outside number to their direct number in GC - No recording.
User calls out on behalf of a queue - normal recording and retention.

User receives calls from a queue - normal recording and retention.

The real reason for this default policy is that when you turn on recording on the trunk, ALL calls are recorded, including those of the CEO or President that may be on a Genesys phone.  In addition, if you don't put those users in their own division, then there is not a lot of security around the recordings and practically any supervisor or above could listen to them.  This has happened and has costs jobs, so as George says, best practice is to have it in there before ANY other policy. 

I second "4...a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes."

That is a standard base practice - have one policy which deletes all the call recordings, then other policies which retain just the ones you do want to keep.

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!

User receives a call from an outside number to their direct number in GC - No recording.

RWC - Default delete policy to delete the recording unless you have another policy to keep it.

User calls out on behalf of a queue - normal recording and retention.

RWC - Normal Recording Policy for that queue

User receives calls from a queue - normal recording and retention.

RWC - Normal Recording Policy for that queue

Thank you! this is very helpful. 
Another use cases are:

User receives a call from an outside number to their direct number in GC - No recording.
User calls out on behalf of a queue - normal recording and retention.

User receives calls from a queue - normal recording and retention.

The real reason for this default policy is that when you turn on recording on the trunk, ALL calls are recorded, including those of the CEO or President that may be on a Genesys phone.  In addition, if you don't put those users in their own division, then there is not a lot of security around the recordings and practically any supervisor or above could listen to them.  This has happened and has costs jobs, so as George says, best practice is to have it in there before ANY other policy. 

I second "4...a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes."

That is a standard base practice - have one policy which deletes all the call recordings, then other policies which retain just the ones you do want to keep.

Hi again Richelle,

Let me address each of these:

1. User to User calls - These can't be recorded at this time. That is under development to e released Q1 of 2025
2. User Calls Outbound and no record - this would require you to have a policy that deletes the recording for outbound calls based on particular users or a queue.  If you want ALL outbound to not be recorded, I suggest you turn Consent on the trunk to only allow recording when there is consent, which in all practically cannot be done at this time without a lot of gum and tape.
3. Receiving a call from another user - see number 1 above
4. Again, a default policy to delete all calls that don't match another policy is the best practice.  This just means that all calls are recorded, but unless you have a policy to keep certain recordings, all of them are deleted as soon as the call finishes.  

Let me know if you need clarification on any of this.  

Hi All, 

I would like to get your suggestions for the best way to approach these Use Cases:

User calls another user in GC - Do not record.

User calls another person from self to an outside number - Do not record.

User receives a call from another user inside GC -Do not record.

User receives a call from an outside number to their direct number in GC -Do not record.

Thank you so much!