Genesys Cloud - Main

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B

Hi,

Not sure about #3, but for your first two points you might need to suppress recordings during the IVR in the Architect Flow  Call recording in Genesys Cloud overview - Genesys Cloud Resource Center

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B

Hi @Shenbagamoorthy B

We have a similar scenario to yours. We are applying the policies to avoid recording over the queue, but I'm not sure if it works the same way for groups.

It works well for queues.

Cheers.

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B

Dear Rafael Gomez Sanchis,

Thank you for your response. If you added specific Queues in your policy then your IVR level disconnected calls recording deleted or not? Did you validate? I can also add specific Queues. any other way to delete the Trunk side recording automatically?

Thanks & Regards

Shenbagamoorthy B

Hi @Shenbagamoorthy B

We have a similar scenario to yours. We are applying the policies to avoid recording over the queue, but I'm not sure if it works the same way for groups.

It works well for queues.

Cheers.

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B

When suppressing the recording in the Architect flow, it should not record at all during IVR and when setting it to suppress in the queue's configuration it should not record while the customers are waiting. If it's still recording you might want to check this with support.

Dear Rafael Gomez Sanchis,

Thank you for your response. If you added specific Queues in your policy then your IVR level disconnected calls recording deleted or not? Did you validate? I can also add specific Queues. any other way to delete the Trunk side recording automatically?

Thanks & Regards

Shenbagamoorthy B

Hi @Shenbagamoorthy B

We have a similar scenario to yours. We are applying the policies to avoid recording over the queue, but I'm not sure if it works the same way for groups.

It works well for queues.

Cheers.

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B

Dear Rafael Gomez Sanchis,

Thank you for your response. If you added specific Queues in your policy then your IVR level disconnected calls recording deleted or not? Did you validate? I can also add specific Queues. any other way to delete the Trunk side recording automatically?

Thanks & Regards

Shenbagamoorthy B

Hi @Shenbagamoorthy B

We have a similar scenario to yours. We are applying the policies to avoid recording over the queue, but I'm not sure if it works the same way for groups.

It works well for queues.

Cheers.

Hello Everyone,

Hope all are doing Good. I have a trunk with enabled recording and sharing to multiple business. Some business no need to save recording and to be delete it. So, I have created the work team for that business and assign that business related user under the work team. Created the Policy for don't save recording and delete even if another policy retains. Any way in trunk level creating recording after the deleting recording as per policy.  Some below case recording still there,

1. Customer Dial TFN call reach to Trunk and reach to IVR during IVR customer disconnect the call.
2. Customer Dial TFN call reach to Trunk and reach to IVR from that IVR call send to Voice Mail Group.
3. Customer Dial Direct DID Number to Agent, Agent get the Ringing Notification but not answered went to Voice Mail. 

How can we delete this kind of recorded interaction even created the Policy? Any other way to delete trunk recording automate way. Please Assist me on this.

Thanks & Regards

Shenbagamoorthy B