Genesys Cloud - Main

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi Vineet,

The transcription action will only enable/disable the transcription in that specific flow, later when the call is passed to the queue, the decision if the call is transcribed is decided on queue level. So even if you disable the transcription in the flow and later forward the call to a queue where transcription is enabled, the conversation between agent and customer will still be transcribed. Right now there is unfortunately no API endpoint available that can enable/disable transcription for the full conversation, hence the idea.

Thanks again for coming up with the proposal!

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi@Peter Faust,

Thanks for the update.

I am of the understanding that the "Enable Transcription" step in architect will override what is set on queue, and if there is no such architect step is configured then only the queue setup takes effect.

My IVR's are all based on above understanding, and it seems to work. I will have to go back to test all of this again with business if the above is not correct.

Regards

Hi Vineet,

The transcription action will only enable/disable the transcription in that specific flow, later when the call is passed to the queue, the decision if the call is transcribed is decided on queue level. So even if you disable the transcription in the flow and later forward the call to a queue where transcription is enabled, the conversation between agent and customer will still be transcribed. Right now there is unfortunately no API endpoint available that can enable/disable transcription for the full conversation, hence the idea.

Thanks again for coming up with the proposal!

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi Vineet,

I just tested it to be 100% sure with the following setting:

Hi@Peter Faust,

Thanks for the update.

I am of the understanding that the "Enable Transcription" step in architect will override what is set on queue, and if there is no such architect step is configured then only the queue setup takes effect.

My IVR's are all based on above understanding, and it seems to work. I will have to go back to test all of this again with business if the above is not correct.

Regards

Hi Vineet,

The transcription action will only enable/disable the transcription in that specific flow, later when the call is passed to the queue, the decision if the call is transcribed is decided on queue level. So even if you disable the transcription in the flow and later forward the call to a queue where transcription is enabled, the conversation between agent and customer will still be transcribed. Right now there is unfortunately no API endpoint available that can enable/disable transcription for the full conversation, hence the idea.

Thanks again for coming up with the proposal!

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Thanks.

I will have to check my processes exactly what we have implemented. Will check first thing tomorrow.

Regards

Hi Vineet,

I just tested it to be 100% sure with the following setting:

Hi@Peter Faust,

Thanks for the update.

I am of the understanding that the "Enable Transcription" step in architect will override what is set on queue, and if there is no such architect step is configured then only the queue setup takes effect.

My IVR's are all based on above understanding, and it seems to work. I will have to go back to test all of this again with business if the above is not correct.

Regards

Hi Vineet,

The transcription action will only enable/disable the transcription in that specific flow, later when the call is passed to the queue, the decision if the call is transcribed is decided on queue level. So even if you disable the transcription in the flow and later forward the call to a queue where transcription is enabled, the conversation between agent and customer will still be transcribed. Right now there is unfortunately no API endpoint available that can enable/disable transcription for the full conversation, hence the idea.

Thanks again for coming up with the proposal!

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi @Peter Faust,

Apologies for not replying yesterday.

Yes I checked this first thing yesterday and confirm what you assumed correctly, my flows do actually stop recording too if consent is not received thus transcription does not work. 
I even tested what you had done above and confirm my understanding stands corrected. Thanks again.

@Monika Gruber, I have voted for your idea.

Regards

Thanks.

I will have to check my processes exactly what we have implemented. Will check first thing tomorrow.

Regards

Hi Vineet,

I just tested it to be 100% sure with the following setting:

Hi@Peter Faust,

Thanks for the update.

I am of the understanding that the "Enable Transcription" step in architect will override what is set on queue, and if there is no such architect step is configured then only the queue setup takes effect.

My IVR's are all based on above understanding, and it seems to work. I will have to go back to test all of this again with business if the above is not correct.

Regards

Hi Vineet,

The transcription action will only enable/disable the transcription in that specific flow, later when the call is passed to the queue, the decision if the call is transcribed is decided on queue level. So even if you disable the transcription in the flow and later forward the call to a queue where transcription is enabled, the conversation between agent and customer will still be transcribed. Right now there is unfortunately no API endpoint available that can enable/disable transcription for the full conversation, hence the idea.

Thanks again for coming up with the proposal!

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi @Peter Faust,

Apologies for not replying yesterday.

Yes I checked this first thing yesterday and confirm what you assumed correctly, my flows do actually stop recording too if consent is not received thus transcription does not work. 
I even tested what you had done above and confirm my understanding stands corrected. Thanks again.

@Monika Gruber, I have voted for your idea.

Regards

Thanks.

I will have to check my processes exactly what we have implemented. Will check first thing tomorrow.

Regards

Hi Vineet,

I just tested it to be 100% sure with the following setting:

Hi@Peter Faust,

Thanks for the update.

I am of the understanding that the "Enable Transcription" step in architect will override what is set on queue, and if there is no such architect step is configured then only the queue setup takes effect.

My IVR's are all based on above understanding, and it seems to work. I will have to go back to test all of this again with business if the above is not correct.

Regards

Hi Vineet,

The transcription action will only enable/disable the transcription in that specific flow, later when the call is passed to the queue, the decision if the call is transcribed is decided on queue level. So even if you disable the transcription in the flow and later forward the call to a queue where transcription is enabled, the conversation between agent and customer will still be transcribed. Right now there is unfortunately no API endpoint available that can enable/disable transcription for the full conversation, hence the idea.

Thanks again for coming up with the proposal!

Thanks @Kourtney Tzu-Han Roedder,

Apologies but I am not sure why you say that the "Enable Transcription" step in Architect will not work in your use-case ?

You start your Flow with "Enable Transcription" set to Disable, and then while you present your IVR,  you as them a consenting question, if they consent, you then set the "Enable Transcription" to Enable, and it will enable transcription from that point onwards for that call. In another scenario if the customer does not want transcription, you don't keep transcription disabled.
For what I have read about the Idea raised, this is already what the step does.

Is there a specific use-case that you want to highlight here, which may clarify my confusion about the issue.
As mentioned before, I am using two ORGs in Germany and they comply with the local & EU regulations and we do use these steps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-27-2026 08:50
From: Kourtney Tzu-Han Roedder
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

Thank you for sharing your solution! 

The 'Transcription' in architect is only controlling whether the transcription is enabled for the respective Flow or not. It unfortunately does not fully fulfill the need and requirement of the original post here, which is to have the control the transcription of the interaction with the agent on the per call basis.

Thank you and have a nice day.

Best regards,

Kourtney

------------------------------
Kourtney Tzu-Han Roedder
Senior Technical Account Manager

Original Message:
Sent: 02-23-2026 05:00
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Yes it should be helpful.

I have also implemented a way for our agents to make outbound calls, then put the customer into consent, if the customer agrees, the call comes back to the same agent, otherwise we don't record the call and disconnect. If you need help, happy to do so.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 04:34
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi Vineet,

thank you for this very appreciated hint!

I will check this together with my colleagues and get back with feedback here within the thread. Maybe our results could be helpful for others as well.

/BR

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-23-2026 04:20
From: Vineet Kakroo
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 02-23-2026 03:02
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE

Original Message:
Sent: 02-20-2026 08:20
From: Cameron Tomlin
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 02-20-2026 04:25
From: Monika Gruber
Subject: Transcription enabling on call basis - please help by VOTING the idea!

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi @Monika Gruber,
I have read your idea, and I think you can achieve this even today, using Architect step "Set Call Transcription". This step overrides whatever you have set at the queue level. So if you set your queue to "Allow Transcription" but within IVR you "Disable" the "Set Call Transcription" step, no call transcription will be generated. I have set this up for two of our Germany based ORG's and as you say, these need to comply to strict EU/German laws, which it does. 
To setup call-recording, you can use the "Enable Participant Recording" step in Architect which will override the queue level settings.

Hope this helps.

Regards

That's perfect, thanks a lot, Cameron!

Please don't hesitate to spread the idea as well  😄

BR,

Monika

Hello Monika, 

This is an excellent idea. I went and voted for it as well. 

Cheers, 

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------

Dear community members,

when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.

This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis.  As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.

We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.

You can find the idea here -->  Genesys Cloud Ideas Portal

 In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!

THANKS in advance!  :)

#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony


------------------------------
Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
------------------------------