That's correct - the default is "not to record" if you configure the trunk to require consent. It's only enabled when the "Enable" action is traversed.
I know what you mean by "where I transfer to a Queue where the recording is not enabled" -- but you probably shouldn't think of it that way. Enabling recordings is not a property of the Queue. You can have calls that are recorded, and calls that are not recorded, in the same Queue.
If you have a Queue where all call recording is desired, and another Queue where no calls should be recorded, you can achieve that through the IVR logic described here (you just put a different ACD transfer to different Queues on either path of the Decision statement). But it's up the logic of the IVR. You can separate recordings by Queue logically, but you don't have to - and it's not an inherent property of the Queue.
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R. J. Smith
Genesys - Employees
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Original Message:
Sent: 04-04-2019 11:52
From: Charaf Eddine Chemlal
Subject: Automatic Recording
So the paths Failure and NO (decision), the call will not be recorded ?
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-04-2019 11:27
From: Melissa Bailey
Subject: Automatic Recording
The transfer to queue goes outside the decision action, not inside one of its path.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-04-2019 11:21
From: Charaf Eddine Chemlal
Subject: Automatic Recording
How I will know that the customer like to be recorded ? by using a collect input DTMF as you said before
So, I'll end up with two paths : True Path where I connect The Enable Participant Recording and then Transfer to a Queue where recording is allowed
False Path, where I transfer to a Queue where the recording is not enabled (I do not understand why I should leave the false path empty, because I need to specify in my flow that this customer need to be received by an agent in a specific Queue ?)
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-04-2019 09:44
From: R. J. Smith
Subject: Automatic Recording
The "Enable Participant Recording" action in the flow only executes if the flow logic leads to that action. Put another way, whether recording is enabled has nothing to do with the Queue. When you say "knowing that the first customer would like to be recorded", how do you know that? Usually it's a Collect Input question with a prompt, "press 1 if you consent to being recorded". Then a decision statement that has True / False paths. The Enable Participant Recording action goes on the True path. The False path is left empty, so nothing happens. The ACD Transfer to Queue happens after the decision action, after the logic paths have converged back to one.
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R. J. Smith
Genesys - Employees
Original Message:
Sent: 04-04-2019 04:51
From: Charaf Eddine Chemlal
Subject: Automatic Recording
Hello @Melissa Bailey
In my use case, The recording will concern all the Queues (not some specific ones).
Imagine two customers who want to reach the AfterSales Queue, knowing that the first customer would like to be recorded but not the second.
Will adding Enable Consent Required in the flow, trigger the Recording Policies and it will record the call on the queue and not the other client, knowing that they are routed to the same AfetrSale Queue?
Regards,
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-03-2019 17:41
From: Melissa Bailey
Subject: Automatic Recording
A recording policy controls how a recording is retained or deleted, not whether it is recorded at all. For this use case, enable consent required on your trunks, and in your flow before you transfer to the queues that should be recorded, add an enable participant recording action.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-03-2019 17:23
From: Charaf Eddine Chemlal
Subject: Automatic Recording
I need to create Queues where the recording is enabled by using Recording Policies and other Queues where the recording is not enabled ?
(Queue_Rec_ON & Queue_Rec_Off)
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-03-2019 16:00
From: Melissa Bailey
Subject: Automatic Recording
You ask the customer. Use a Collect Input action to ask however you want to phrase "press 1 to be recorded". Verify that the digit they pressed was indeed 1, and add the enable participant recording action.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-03-2019 15:54
From: Charaf Eddine Chemlal
Subject: Automatic Recording
Thank you @Melissa Bailey
So, how it will be presented to the customer ? it will be a prompt asking for the customer's permission and then we get his response by DTMF (press 1 if you accept to be recorded and 2 else) ?
How PureCloud knows if the customer agreed or not ?
Regards,
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-03-2019 15:47
From: Melissa Bailey
Subject: Automatic Recording
There is no way to deactivate the recording. On the trunk, if you set Consent Required to enabled, the call will not be recorded until the customer consents (this needs to be done in your flow by asking for permission, and then adding the Enable Participant Recording action if they agree). Recording cannot be disabled after it's been enabled.
https://help.mypurecloud.com/articles/enable-participant-recording-action/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-03-2019 15:42
From: Charaf Eddine Chemlal
Subject: Automatic Recording
Hello,
One I enable Line Recording on the trunk, all inbound and outbound calls which traverse that trunk are recorded.
Is it possible to deactivate the recording if the customer doesn't allow us to be recorded ? the agent can manually deactivate the recording from Purecloud Interface ? Or once it's automatic there is no way to deactivate it for the current call ?
Regards,
#Implementation
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Charaf Eddine Chemlal
Dimension Data France
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