Genesys Cloud - Main

Hi,

We have quite a complex set-up for our outbound campaign dialers. Because we are allowed to record audio on calls in some geographic locations and not others, we are sending calls to different trunks (based on the number being dialed). So, within one campaign we could have multiple calls, some where we can record and some where we can't. Those we can record go to a trunk with recording enabled, and the others go to one where it is disabled.

However, this recording restriction only applies to audio and not the recording of the agents' screen. 

My question is, if recording is disabled on the trunk, does that only apply to audio or also to screen recording? 

In effect we'd like to record the screen for all calls, but audio only for those where we're permitted to.

Thank you.
#QualityManagement

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

No, they are different microservices and each is controlled by the policy which is kicked off based on the selection criteria.  What you might consider is using a separate policy for those users or queue that does not record the screen or sets the retention policy to 1 day.  You will have to play around with the selection criteria.  Look at the Wrap-up as one possibility as well.

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-06-2023 08:28
From: James Dunn
Subject: Screen-recording only policy / does a trunk's recording setting apply to screen recording too?

Hi,

We have quite a complex set-up for our outbound campaign dialers. Because we are allowed to record audio on calls in some geographic locations and not others, we are sending calls to different trunks (based on the number being dialed). So, within one campaign we could have multiple calls, some where we can record and some where we can't. Those we can record go to a trunk with recording enabled, and the others go to one where it is disabled.

However, this recording restriction only applies to audio and not the recording of the agents' screen.

My question is, if recording is disabled on the trunk, does that only apply to audio or also to screen recording?

In effect we'd like to record the screen for all calls, but audio only for those where we're permitted to.

Thank you.
#QualityManagement

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Thanks Robert, I'll do some experimenting.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 01-08-2023 00:48
From: Robert Wakefield-Carl
Subject: Screen-recording only policy / does a trunk's recording setting apply to screen recording too?

No, they are different microservices and each is controlled by the policy which is kicked off based on the selection criteria.  What you might consider is using a separate policy for those users or queue that does not record the screen or sets the retention policy to 1 day.  You will have to play around with the selection criteria.  Look at the Wrap-up as one possibility as well.

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-06-2023 08:28
From: James Dunn
Subject: Screen-recording only policy / does a trunk's recording setting apply to screen recording too?

Hi,

We have quite a complex set-up for our outbound campaign dialers. Because we are allowed to record audio on calls in some geographic locations and not others, we are sending calls to different trunks (based on the number being dialed). So, within one campaign we could have multiple calls, some where we can record and some where we can't. Those we can record go to a trunk with recording enabled, and the others go to one where it is disabled.

However, this recording restriction only applies to audio and not the recording of the agents' screen.

My question is, if recording is disabled on the trunk, does that only apply to audio or also to screen recording?

In effect we'd like to record the screen for all calls, but audio only for those where we're permitted to.

Thank you.
#QualityManagement

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------