Genesys Cloud - Main

Hello @Pauline Hittle,

If recording is enabled directly at the trunk level, I do not believe there is a trunk setting to record only inbound calls and ignore outbound calls on that same trunk.

The trunk-side recording setting applies to the trunk that carries the calls, so if both inbound and outbound calls use the same trunk, both directions can be recorded.

One option to consider is using recording policies to control retention. For example, you could create a policy to retain inbound calls and another policy for outbound calls with Do not save recordings, depending on your compliance requirements.

Another possible design is to separate the call routing, if your telephony architecture allows it. For example:

• Use one trunk for inbound traffic with recording enabled.
• Use a different trunk for outbound traffic with recording disabled.

That would probably be the cleanest approach if the requirement is that outbound calls should not be recorded at all.

So, in short, I would check two paths:

1. If it is acceptable for outbound calls to be captured but not retained, use recording policies.
2. If outbound calls must not be recorded at all, separate inbound and outbound traffic into different trunks and enable recording only on the inbound trunk.

Since this is FedRAMP, I would also validate the final design with Genesys Customer Care to confirm what is supported in that environment.

Hello @Pauline Hittle,

If recording is enabled directly at the trunk level, I do not believe there is a trunk setting to record only inbound calls and ignore outbound calls on that same trunk.

The trunk-side recording setting applies to the trunk that carries the calls, so if both inbound and outbound calls use the same trunk, both directions can be recorded.

One option to consider is using recording policies to control retention. For example, you could create a policy to retain inbound calls and another policy for outbound calls with Do not save recordings, depending on your compliance requirements.

Another possible design is to separate the call routing, if your telephony architecture allows it. For example:

• Use one trunk for inbound traffic with recording enabled.
• Use a different trunk for outbound traffic with recording disabled.

That would probably be the cleanest approach if the requirement is that outbound calls should not be recorded at all.

So, in short, I would check two paths:

1. If it is acceptable for outbound calls to be captured but not retained, use recording policies.
2. If outbound calls must not be recorded at all, separate inbound and outbound traffic into different trunks and enable recording only on the inbound trunk.

Since this is FedRAMP, I would also validate the final design with Genesys Customer Care to confirm what is supported in that environment.