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  • 1.  Trunk Recording Consent Required Outbound Calls Issue

    Posted 11-21-2019 10:00
    No replies, thread closed.
    Hi All, 

         We have a bit of a dilemma. We have a customer that is PureCloud Voice and they require the Consent Recording to be enabled in their org.

    The issue that we are having is that if an outbound call goes out on Behalf of a Queue (where the agents are trained to say "May we have your approval to record") we have no way to start the recording that has been paused because of the Consent toggle on the Trunk.

    We understand that on a LDM we could just add another Trunk and use that for Outbound dialing without the Consent Toggle, but with Voice, you don't have this option. 

    We have thought about using many different things at this point, but in the end, we cannot find a way to get this enabled and then transfer the caller back to the originating outbound agent. 

    Has anyone ran into this and found a good workaround?
    #Telephony

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    Angelia Harper
    Avtex Solutions, LLC
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  • 2.  RE: Trunk Recording Consent Required Outbound Calls Issue

    Posted 11-21-2019 11:27
    No replies, thread closed.
    The only thing I can think of is to use the Outbound Dialing feature instead of an agent dialing On Behalf Of Queue. The agentless campaign can use an Outbound Call flow which prompts for permission to enable recording, then transfers the call to queue. You could use skills in the Call List or Preferred Agent functionality to get the call to the right agent for the right contact. I'm guessing the customer doesn't want to do all that, though.

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Trunk Recording Consent Required Outbound Calls Issue

    Posted 11-21-2019 12:58
    No replies, thread closed.
    Right, they would like to allow their agents to dial the call out and get the acceptance at that point live from the customer, but we have not found a way to get the recording to initiate. 

    We understand the idea around this consent toggle, but it makes it very hard when your agents are placing outbound calls themselves. 

    Do you know if there is there a way to get PureCloud Voice to allow for a second outbound trunk that does not have this consent toggled?

    ------------------------------
    Angelia Harper
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 4.  RE: Trunk Recording Consent Required Outbound Calls Issue

    Posted 11-21-2019 13:18
    No replies, thread closed.
    I know that it is possible to create another trunk, but I don't know the proper procedure for getting that done. Not through Care. Probably start with Subscription folks.

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Trunk Recording Consent Required Outbound Calls Issue

    Posted 04-03-2020 09:44
    No replies, thread closed.
    How was this addressed ultimately?

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    Dan Fontaine
    Altivon
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    Original Message


  • 6.  RE: Trunk Recording Consent Required Outbound Calls Issue

    Posted 04-03-2020 09:48
    No replies, thread closed.
    To my knowledge, we were not able to do this. We had to disable the consent on that piece.

    ------------------------------
    Angelia Harper
    Avtex Solutions, LLC
    ------------------------------

    Original Message


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