Genesys Cloud - Main

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

Further to the above - Callbacks are regarded as an outbound call and hence also get deleted if we have the Delete Even set to on

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

On the External Trunk, under Media, there is a setting to suppress Recording During External Bridged Transfers.
This may do what you need.
HTH

Further to the above - Callbacks are regarded as an outbound call and hence also get deleted if we have the Delete Even set to on

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

Thanks for the suggestion Paul.

Yeah that option is turned on at present. The recordings do stop when the agent drops off the call.

It's more-so that we want to keep the first initial recording for the inbound call, but to not keep the recording for subsequent outbound consult/transfers.

On the External Trunk, under Media, there is a setting to suppress Recording During External Bridged Transfers.
This may do what you need.
HTH

Further to the above - Callbacks are regarded as an outbound call and hence also get deleted if we have the Delete Even set to on

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

Hi Andrew, can you clarify what you mean by "outgoing transfer" here? Is the agent actually using the blind transfer ability?  Or is this making a new call?  If this is a blind transfer to a participant outside of Genesys Cloud -- and you don't want to continue recording between the customer and the external specialist -- then Paul's suggestion is the right answer, which is to suppress recording at external bridged transfers, configurable at the trunk.

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

Thanks for your responses Daniel and Paul!

The agents are using the consult transfer button - they may or may not need to transfer the caller to the new party.

So, they have an incoming call, they consult transfer to another party (internal or external) and may or may not actually transfer the caller to the new party.

This generates 2x recordings - one with the caller on the incoming call, and then another recording for the consult transfer. 

Ideally we'd like to keep both recordings but only if the second call is an internal party, but that is not a requirement. We must not keep an external call as we don't currently advise the recipient that their call is recorded. We do need to keep the incoming call at a minimum - the caller has been advised by the IVR.

With the way policies seem to work - if we try to delete the outbound call and retain the inbound - both recordings are kept. If we select delete even if other policies keep for the outbound call - it deletes both recordings.

I hope that makes sense!

Hi Andrew, can you clarify what you mean by "outgoing transfer" here? Is the agent actually using the blind transfer ability?  Or is this making a new call?  If this is a blind transfer to a participant outside of Genesys Cloud -- and you don't want to continue recording between the customer and the external specialist -- then Paul's suggestion is the right answer, which is to suppress recording at external bridged transfers, configurable at the trunk.

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?

Gotcha, so it's the consult part of the transfer that's the issue? I'm assuming you aren't in a 1-party consent situation? 😉

One possibility would be to do the transfer through a script button (either entering the number into a text box, or supplying it from a drop-down, or Radio Button or, if there are relatively few of them, separate buttons - this may have a side effect of a better UX for the Agent, but I digress....). If you create a custom action in the script to pause the recording and then perform the consult, I believe it would achieve your objective?

Not perfect, but I can't think of an alternative. (say that is a sure-fire way of someone answering with a better solution!)

HTH

Thanks for your responses Daniel and Paul!

The agents are using the consult transfer button - they may or may not need to transfer the caller to the new party.

So, they have an incoming call, they consult transfer to another party (internal or external) and may or may not actually transfer the caller to the new party.

This generates 2x recordings - one with the caller on the incoming call, and then another recording for the consult transfer. 

Ideally we'd like to keep both recordings but only if the second call is an internal party, but that is not a requirement. We must not keep an external call as we don't currently advise the recipient that their call is recorded. We do need to keep the incoming call at a minimum - the caller has been advised by the IVR.

With the way policies seem to work - if we try to delete the outbound call and retain the inbound - both recordings are kept. If we select delete even if other policies keep for the outbound call - it deletes both recordings.

I hope that makes sense!

Hi Andrew, can you clarify what you mean by "outgoing transfer" here? Is the agent actually using the blind transfer ability?  Or is this making a new call?  If this is a blind transfer to a participant outside of Genesys Cloud -- and you don't want to continue recording between the customer and the external specialist -- then Paul's suggestion is the right answer, which is to suppress recording at external bridged transfers, configurable at the trunk.

Hey all,

I've got a problem that hopefully someone here may be able to solve for us. Our partner hasn't been able to find a solution for us as yet.

We want to record our incoming call (which works fine) but when our agent makes an outgoing transfer while the i/c call is active the outgoing call is also recorded (which we don't want unless the third party is another internal agent)

So we have a policy set to retain recording for inbound, and a policy to do not save for outbound. But as one component of the interaction is inbound both recordings are saved.
If we add the Delete even if another policy retains on the outbound policy - it deletes all recordings.

Does anyone have any solutions that we may not have tried already?