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  • 1.  Enable a live recording by the agent

    Posted 12-15-2023 03:46
    No replies, thread closed.

    Hi,

    We enable recording on the External Trunk with "require user consent before recording" option enabled.

    So, we configure "Enable Participant Recording" block in Architect for all calls accepted by callers to be recorded.

    My question is: when an agent answer a live incoming call (which was not qualified to be recorded, customer refuse to be recorder during IVR session) and he notice that is mandatory to record this live call, how the agent can initiate the recording even if the call wasn't recorded from the beginning in IVR/Architect ?

    I tried using Wrapup code/Policy but it didn't work, I don't know if it is possible to configure an action/button in the Script pressed by the agent in order to trigger the recording.

    Thank you in advance.


    #QualityManagement


  • 2.  RE: Enable a live recording by the agent

    Posted 12-18-2023 10:09
    No replies, thread closed.

    For now, the agent will be required to send the customer back to IVR Flow to accept being recorded (via Enable Participant Recording).

    There is a similar Idea tracking the ability to grant consent on outbound calls: https://genesyscloud.ideas.aha.io/ideas/OTB-I-181 which we are looking into.  It is likely that an improvement on that will also solve your use case as well.



    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


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