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Monitoring a call is still possible between two external parties, even when agent is no longer in call

  • 1.  Monitoring a call is still possible between two external parties, even when agent is no longer in call

    Posted 03-26-2024 11:17

    We see that it is possible to monitor a call that has been forwarded to an external party and when there are no more internal participants within Genesys Cloud.

    Timeline of conversation

    We are trying to prevent this but it does not seem to be possible:

    • The permission Conversation > Call > Monitor can only be turned on or off, no conditions can be set here.
    • On the trunk, 'External bridged transfers' is already off (although this seems to be more about recording during external-to-external transfers and not monitoring them, also recording does stop after these types of transfers)

    Are there more things we can do to prevent the monitoring of external-to-external calls?

    Thxs.


    #Telephony

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    Rolph Lieverse
    CED Nederland B.V.
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  • 2.  RE: Monitoring a call is still possible between two external parties, even when agent is no longer in call

    Posted 25 days ago

    Not really.  As long as the call is still in the system, it can be monitored.  The call would have to leave the system completely using a REFER or release on transfer.  The only way would be to have a release on transfer like you have with and External Transfer in Architect.  Also, on the trunk, try enabling these:



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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