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  • 1.  Stop Recording Calls to User Groups

    Posted 07-30-2024 04:43
    No replies, thread closed.

    We have a few different user groups set up that handle calls to an inbound DDIs. These are used for internal purposes such as absence/sickness lines and Team Leader assistance. At present these calls are being recorded but the customer does not want these calls to be recorded. Is there any way of excluding calls to the groups from being recorded? I can't see anything on the group settings or in the policies that would stop them being recorded.


    #Telephony

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    James Foster
    Connect Managed Services (UK) Limited
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  • 2.  RE: Stop Recording Calls to User Groups
    Best Answer

    Posted 07-30-2024 15:43
    No replies, thread closed.

    Hey James,

    That's a great question. I know that you could create a recording policy to delete a recording based on certain Matching Criteria, but I don't think that we have a way to do the same with calls to Groups just yet. In order for that to apply, the agents would need to call into a queue.

    However, I did find an Idea in the Product Ideas Lab that's titled: Expand Recording Polices to include Groups or Role as Match Criteria. It looks like the Idea is currently in Initial Triage but if you click the VOTE button on that page, it should notify you via email as this Idea progresses through development. I would recommend that you vote and leave a comment on the Idea so that our Dev team will see that there is a need for this functionality. I did see that there were some other Ideas that are currently being worked on as well that were similar.



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Stop Recording Calls to User Groups

    Posted 07-30-2024 15:59
    No replies, thread closed.

    Hi Jason,

    Thanks for the reply. I thought that might be the case and I did come across that idea as well, so have given it a vote.

    For the meantime I think I have found a workaround:

    1) For the policy that acts as the "Standard Recording Retention Policy", set the matching criteria as "Specific Queues" and add every queue to this. Set the recording retention/archive/delete period as required.

    2) Create a separate policy for "Non Recorded Calls" and set the matching criteria as Conversation directions - Inbound only. Set recording action to "Do not save recordings" and ensure "Delete even if another policy retains" is unticked.

    3) Create another policy and set the matching criteria as Conversation directions - Outbound only. Set the recording retention/archive/delete period as required.

    Essentially this means all inbound and outbound calls to/from a queue will be recorded. Any inbound calls that do not go to a queue (go to a user group for example) will not be recorded. And all outbound calls, whether from a queue or not, will be recorded.



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    James Foster
    Connect Managed Services (UK) Limited
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    Original Message


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