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  • 1.  There is no recording for this interaction

    Posted 10-13-2022 05:59
    No replies, thread closed.

    Dears 

    I hope you are well, 

    I would like to ask you if anyone had faced an issue with call recording, recently I'm not able to hear any recording for any call despite of I activated the recording feature on Trunk

    level and there's no polices applied on it, before that It was working normally and now once I open any incoming interaction I get the following MSG " There is no recording for

    this interaction." Regarding to this I did some troubleshot :

    1- Updated the edge
    2- Restart the Edge 
    3- turn off/on for Trunk 
    4- enable /disable for recording option in media 

    and after all of this there's no use, also I checked the PCAP file for one of interaction that doesn't has an recording by Wireshark and I can see once I go the VOIP tab there's no

    voice streaming but in its flow there is no error in the response or the request, Kindly your hand in this.  

    **** Kindly find the attached for more details****





    #ArchitectureandDesign
    #SystemAdministration
    #Telephony

    ------------------------------
    Mohannad haddad
    Fourth Dimension Systems LLC
    ------------------------------


  • 2.  RE: There is no recording for this interaction

    Posted 10-13-2022 06:42
    No replies, thread closed.
    Hello Mohannad,

    If this was working as intended before and now it is not, my first suggestion would be to open a Product Support case for this if you have not done so. Folks here can share similar experiences but I would advise having Product Support investigate to properly determine root cause.

    Since it looks like the voice interactions finish without error, have you tried to look into Orphaned Recordings and see if the recordings are there?

    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------



  • 3.  RE: There is no recording for this interaction

    Posted 10-15-2022 04:22
    No replies, thread closed.
    Thank you for your response, I will raise a case to genesys support regrading my concern, also I want to notify you that I checked the Orphaned and I didn't find any

    recording there .

    ------------------------------
    Mohannad haddad
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


  • 4.  RE: There is no recording for this interaction

    Posted 10-13-2022 09:40
    No replies, thread closed.
    I see you have Consent Required enabled.  Are you also using the Enable Participant Recording action in your call flows?

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



  • 5.  RE: There is no recording for this interaction

    Posted 10-15-2022 04:27
    No replies, thread closed.
    I'm not pretty sure if its enabled or not, But I'm sure that it was working before

    ------------------------------
    Mohannad haddad
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


  • 6.  RE: There is no recording for this interaction

    Posted 10-15-2022 06:36
    Edited by George Ganahl 10-15-2022 06:38
    No replies, thread closed.
    Also, because you have that Consent Required option enabled no outbound calls on that trunk will be recorded, because there is no way to turn on the recording with "consent" unless it goes through the Architect flow that turns it on.

    You have to use a separate trunk for outbound with recording enabled but Consent Required disabled and set up your Site's Number Plan and Outbound Routes settings as appropriate.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: There is no recording for this interaction

    Posted 10-29-2022 07:36
    No replies, thread closed.
    Thank you for your response, 

     I would like to inform you that I had disabled the "consent" option and its working fine 

    ------------------------------
    Mohannad haddad
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


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