Ok, so I can see your issue and as you have probably noticed, there are some Ideas already published on Aha about this. Of course that does nothing to help right now.
One thought is to use a third-party telco to forward the calls back to you. So, you would provision some numbers with them that are configured to simply forward calls to your incoming numbers. Your agents then effectively "bounce" the call off this telco and Genesys Cloud would see it as two separate interactions, either (or both) of which could be recorded.
Of course, you would lose any connection between the two interactions (including any Participant Data), you would tie up two channels for the call, and you would no doubt incur cost, but you would at least have the recordings!
Just my 10 cents.
Original Message:
Sent: 09-08-2023 11:10
From: Pete Schroeder
Subject: Forcing outbound calls outside Genesys Cloud CX voice network?
@Omar Cortes
Thank you for your feedback! Regarding your first point, yes we found that to be correct via significant testing.
In the current design of the platform, it is ALL about the "Edge", that is the controlling factor.
At least 1 party on the call must be an "external remote party" (call is traversing the Edge) to be recorded (including other needed system/trunk configurations)
What compounds the issue, is several Genesys documents, describe it as: "if it is an "ACD" call or "Dial on behalf of Queue" call, then the call is recorded. While this is correct for the most part, it is NOT the complete picture!
https://genesyscloud.ideas.aha.io/ideas/WEM-I-85 This feature can not come soon enough, unfortunately, it is not on the road map yet. https://genesyscloud.ideas.aha.io/sections/7110235934121363282
------------------------------
Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer
pete.schroeder@hmcthree.com
Original Message:
Sent: 09-08-2023 08:00
From: Omar Cortes
Subject: Forcing outbound calls outside Genesys Cloud CX voice network?
One other thing regarding the Questions queue. An agent cannot dial the Questions queue directly by itself as the outbound call will not go out through an Edge device and via a recorded trunk. It will stay internally within the Genesys system. The agent must piggyback off of an external call that has gone through an Edge device and via a recorded trunk that has consult enabled to be recorded as well.
------------------------------
Omar Cortes
State of Florida - Department of Economic Opportunity
Original Message:
Sent: 09-08-2023 07:52
From: Omar Cortes
Subject: Forcing outbound calls outside Genesys Cloud CX voice network?
We have the same issue and have come up with 2 work arounds for our use cases.
- Questions Queue: This queue is manned by our lead agents that assist our regular agents when they have questions.
- Customer calls an IVR and enters a queue. Agent 1 is assigned the call. Agent 1 is unable to answer the question and needs assistance from a lead agent. Agent 1 places the customer on hold and performs a consult transfer to the Questions Queue. (Note: Agent 1 does not complete the consult transfer as this will transfer the customer to the lead agent.) Agent 1 waits on hold for the next available lead agent. Lead 1 answers the call and is now talking to Agent 1 and the call/screen is being recorded.
- Note, the trunk has to have consult calls enabled to be recorded. The Quality Assurance Policies must also allow for this call to be recorded.
- Calling On Behalf of a Queue: This is to differentiate between a business call and a personal call. Due to HIPAA laws, we do not record personal calls.
- Agent 1 needs to call a customer. Instead of selecting the phone icon to place a regular outbound call, Agent 1 selects the Interactions icon on the bottom left and clicks on the figure with a plus sign to start a conversation. In the "On Behalf Of" field, Agent 1 enters a Queue name that they are assigned to and then enters the customer's phone number.
- Note, the agent must be assigned to the queue in order to be able to dial on behalf of. Recording must be enabled for outbound queue calls, for this specific queue, via a policy. The trunk must be set to record calls.
- Disclaimer: this does not bypass the internal agent to agent recording policy. Just like you mentioned above, when an agent dials another agent, Genesys keeps the call internally and does not allow the call to go through the edge device. This will prevent it from going through a recorded trunk. Therefore, the call will not get recorded for agent-to-agent outbound dialing on-behalf-of a queue.
------------------------------
Omar Cortes
State of Florida - Department of Economic Opportunity
Original Message:
Sent: 09-07-2023 18:17
From: Pete Schroeder
Subject: Forcing outbound calls outside Genesys Cloud CX voice network?
Hi Vaun,
Yes, I completely understand the design and reason for it.
I have a client that is absolutely livid, that GCcx does NOT record internal Calls! I was hoping to create a work around until https://genesyscloud.ideas.aha.io/ideas/WEM-I-85 is implemented, since the "Edge" devices are the key to current call recording, The thought to have the users at my client use their DIDs for internal calls / transfers, forcing the calls thru the edges.
My client will gladly deal with the additional usage charges (temporarily). But I do not think Genesys will like my idea.
------------------------------
Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer
pete.schroeder@hmcthree.com
Original Message:
Sent: 09-07-2023 17:03
From: Vaun McCarthy
Subject: Forcing outbound calls outside Genesys Cloud CX voice network?
Hi Pete
Yes that's by design and thankfully is exactly how we need it to behave in our own deployments. What's your use case that you want it to go out and potentially trombone back in via PSTN?
------------------------------
Vaun McCarthy
Original Message:
Sent: 09-07-2023 12:59
From: Pete Schroeder
Subject: Forcing outbound calls outside Genesys Cloud CX voice network?
I have not found any documentation on this, but thru some testing, I have found when a TN is configured in "Telephony / DID Numbers" if you place an outbound call to that number from within the Org it is configured; the call does NOT leave the Genesys network, regardless of using GCV or BYOC.
Below are examples of each.
973-347-1937 Not configured in GCcx |
|
920-630-1825 Configured in GCcx DIDs |
|
Is there away to force the outbound call to an Edge device, on to PSTN via GCV or BYOC?
If you are aware of any documentation relating to this, please share.
Thank You
#SIP/VolP
#Telephony
------------------------------
Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer
pete.schroeder@hmcthree.com
------------------------------