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We have an internal help desk. In some calls, our agents place callers on hold while talking to the help desk then return to finish the call. The portion of the call to the help desk does not record in PureCloud. Any creative ways around this?

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  • 1.  We have an internal help desk. In some calls, our agents place callers on hold while talking to the help desk then return to finish the call. The portion of the call to the help desk does not record in PureCloud. Any creative ways around this?

    Posted 11-13-2017 16:17
    No replies, thread closed.


  • 2.  RE: We have an internal help desk. In some calls, our agents place callers on hold while talking to the help desk then return to finish the call. The portion of the call to the help desk does not record in PureCloud. Any creative ways around this?

    Posted 11-14-2017 21:32
    No replies, thread closed.

    Hi Scott,

    The ability to record those internal calls is important and is a feature that we do plan to add to the recording capabilities in 2018. The feature is called "Record Intercom Calls".

    I don't have a timeframe at this point but stay tuned.

    Thanks,

    Lesley



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