Genesys Cloud - Main

I have an issue and would like to see if there are any suggestions. Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer. The inbound flow immediately transfers the call to IBM Watson using Trunk B. Trunk B also has recording enabled and recording enable through External Transfer. Once Watson has completed the call is returned to Geneys for call ACD call Routing. If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.  I have been told that since the original Trunk has Record through Transfer enabled, that it is recording that third segment of the external call. I have removed trunk A record through Transfer but in doing so, the 2nd segment of the call, the IBM Watson did not record either.  I need to record the inbound call, call to watson, call to agent/group/flow, etc... but if an external transfer is dialed it should not be recorded. 

I want to:

• Record the entire internal journey (Trunk A → Trunk B → Genesys ACD).
• Exclude recording when the call is externally transferred via Trunk C.

However:

• Disabling "Record through Transfer" on Trunk A stops recording for the Watson segment.
• Keeping it enabled causes the external transfer via Trunk C to be recorded, which you want to avoid.

Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

I have an issue and would like to see if there are any suggestions. Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer. The inbound flow immediately transfers the call to IBM Watson using Trunk B. Trunk B also has recording enabled and recording enable through External Transfer. Once Watson has completed the call is returned to Geneys for call ACD call Routing. If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.  I have been told that since the original Trunk has Record through Transfer enabled, that it is recording that third segment of the external call. I have removed trunk A record through Transfer but in doing so, the 2nd segment of the call, the IBM Watson did not record either.  I need to record the inbound call, call to watson, call to agent/group/flow, etc... but if an external transfer is dialed it should not be recorded. 

I want to:

• Record the entire internal journey (Trunk A → Trunk B → Genesys ACD).
• Exclude recording when the call is externally transferred via Trunk C.

However:

• Disabling "Record through Transfer" on Trunk A stops recording for the Watson segment.
• Keeping it enabled causes the external transfer via Trunk C to be recorded, which you want to avoid.

I think Stephen is correct.  With the call coming in on Trunk A and recording enabled, unless you do a release transfer back to the carrier on Trunk A, you will always have that recording happening.  Using what you suggested would definitely allow the Trunk B not to be recorded from the Trunk A.  What I would suggest is that you turn on Trunk B recording and enable Consent Required on that trunk.  That way the call going out to Watson would not be recorded but it comes back from Watson, you can use the Enable Participant Recording tool in the return flow to enable recording at that point.  Trunk C is not needed in this scenario.

Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

I have an issue and would like to see if there are any suggestions. Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer. The inbound flow immediately transfers the call to IBM Watson using Trunk B. Trunk B also has recording enabled and recording enable through External Transfer. Once Watson has completed the call is returned to Geneys for call ACD call Routing. If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.  I have been told that since the original Trunk has Record through Transfer enabled, that it is recording that third segment of the external call. I have removed trunk A record through Transfer but in doing so, the 2nd segment of the call, the IBM Watson did not record either.  I need to record the inbound call, call to watson, call to agent/group/flow, etc... but if an external transfer is dialed it should not be recorded. 

I want to:

• Record the entire internal journey (Trunk A → Trunk B → Genesys ACD).
• Exclude recording when the call is externally transferred via Trunk C.

However:

• Disabling "Record through Transfer" on Trunk A stops recording for the Watson segment.
• Keeping it enabled causes the external transfer via Trunk C to be recorded, which you want to avoid.

Hello Stephen, 

This is an interesting scenario, I might have an idea, just an idea, on how to get this done. 

On trunk A (Inbound) config

• Keep "Record calls on this trunk" enabled
• Disable "External bridged transfers"
• Enable "Consults" and "Holds"

On trunk B (Watson) config:

• Enable "Record calls on this trunk"
• Enable "Consults" and "Holds"
• Enable "External bridged transfers" (this will make sure watson segment is recorded)

On trunk C (External Transfer) config:

• Keep recording disabled as it currently is
• No need to modify any other settings

My logic behind this is by enabling the recording on trunk B independently, you will be able to capture the watson interaction regradless of trunk a's transfer settings. Disabling "External bridged transfers" on trunk a prevents the unwanted recording of external transfers via trunk c. The internal call flow (trunk a -> trunk -> b -> Genesys ACD) will be recorded. This is because trunk a records the initial inbound segment, trunk b independently records the watson segment. The return to Genesys ACD is captured as part of the internal call flow. 

Hope this helps!

I have an issue and would like to see if there are any suggestions. Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer. The inbound flow immediately transfers the call to IBM Watson using Trunk B. Trunk B also has recording enabled and recording enable through External Transfer. Once Watson has completed the call is returned to Geneys for call ACD call Routing. If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.  I have been told that since the original Trunk has Record through Transfer enabled, that it is recording that third segment of the external call. I have removed trunk A record through Transfer but in doing so, the 2nd segment of the call, the IBM Watson did not record either.  I need to record the inbound call, call to watson, call to agent/group/flow, etc... but if an external transfer is dialed it should not be recorded. 

I want to:

• Record the entire internal journey (Trunk A → Trunk B → Genesys ACD).
• Exclude recording when the call is externally transferred via Trunk C.

However:

• Disabling "Record through Transfer" on Trunk A stops recording for the Watson segment.
• Keeping it enabled causes the external transfer via Trunk C to be recorded, which you want to avoid.

I have an issue and would like to see if there are any suggestions. Calls come into Genesys using Trunk A, which has recording enabled, and recording enabled through External transfer. The inbound flow immediately transfers the call to IBM Watson using Trunk B. Trunk B also has recording enabled and recording enable through External Transfer. Once Watson has completed the call is returned to Geneys for call ACD call Routing. If the agent or Next flow needs to transfer the caller to another company, that transfer is also recorded, which uses Trunk C. Trunk C but that trunk does not have recording enabled, including External Transfer.  I have been told that since the original Trunk has Record through Transfer enabled, that it is recording that third segment of the external call. I have removed trunk A record through Transfer but in doing so, the 2nd segment of the call, the IBM Watson did not record either.  I need to record the inbound call, call to watson, call to agent/group/flow, etc... but if an external transfer is dialed it should not be recorded. 

I want to:

• Record the entire internal journey (Trunk A → Trunk B → Genesys ACD).
• Exclude recording when the call is externally transferred via Trunk C.

However:

• Disabling "Record through Transfer" on Trunk A stops recording for the Watson segment.
• Keeping it enabled causes the external transfer via Trunk C to be recorded, which you want to avoid.

#ArchitectureandDesign
#SystemAdministration
#Telephony

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Stephen
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