Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

Hi Daniel,

We are not able to do as you mention. Are you sure?
If there is no recording, a survey simply cannot be sent. I have that confirmed from Genesys support too.

When we tested, we could not send a survey if the customer had not gone past the "enable participant recording" step in the architect.
This step in architect is obviously only something for customers to cross, if they opt-in on recordings.

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

I see. I stand corrected then.  Thanks Jonas!

Hi Daniel,

We are not able to do as you mention. Are you sure?
If there is no recording, a survey simply cannot be sent. I have that confirmed from Genesys support too.

When we tested, we could not send a survey if the customer had not gone past the "enable participant recording" step in the architect.
This step in architect is obviously only something for customers to cross, if they opt-in on recordings.

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

Daniel, do you know if this is something that is being looked into presently? I know of the idea in the lab, have voted and commented already.

I think this is somewhat of a huge gap in the platform. I get for evaluations why you would only do that on calls with recordings, but for surveys I think it is very illogical to not send to all customers, regardsless of there being a recording or not.
Why would one want to eliminate the voice of so many customers? It is not very CX friendly in my opinion.

I see. I stand corrected then.  Thanks Jonas!

Hi Daniel,

We are not able to do as you mention. Are you sure?
If there is no recording, a survey simply cannot be sent. I have that confirmed from Genesys support too.

When we tested, we could not send a survey if the customer had not gone past the "enable participant recording" step in the architect.
This step in architect is obviously only something for customers to cross, if they opt-in on recordings.

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

Daniel, do you know if this is something that is being looked into presently? I know of the idea in the lab, have voted and commented already.

I think this is somewhat of a huge gap in the platform. I get for evaluations why you would only do that on calls with recordings, but for surveys I think it is very illogical to not send to all customers, regardsless of there being a recording or not.
Why would one want to eliminate the voice of so many customers? It is not very CX friendly in my opinion.

I see. I stand corrected then.  Thanks Jonas!

Hi Daniel,

We are not able to do as you mention. Are you sure?
If there is no recording, a survey simply cannot be sent. I have that confirmed from Genesys support too.

When we tested, we could not send a survey if the customer had not gone past the "enable participant recording" step in the architect.
This step in architect is obviously only something for customers to cross, if they opt-in on recordings.

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

Hi Jonas,

Thank you for reaching out and for voting on the Idea within our Ideas Lab.  We realize this is a gap, but we are currently working on other priorities and this isn't on our immediate roadmap.  As resources free up, status updates will be posted to the Idea.  Thank you so much!!

Daniel, do you know if this is something that is being looked into presently? I know of the idea in the lab, have voted and commented already.

I think this is somewhat of a huge gap in the platform. I get for evaluations why you would only do that on calls with recordings, but for surveys I think it is very illogical to not send to all customers, regardsless of there being a recording or not.
Why would one want to eliminate the voice of so many customers? It is not very CX friendly in my opinion.

I see. I stand corrected then.  Thanks Jonas!

Hi Daniel,

We are not able to do as you mention. Are you sure?
If there is no recording, a survey simply cannot be sent. I have that confirmed from Genesys support too.

When we tested, we could not send a survey if the customer had not gone past the "enable participant recording" step in the architect.
This step in architect is obviously only something for customers to cross, if they opt-in on recordings.

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

Thanks Michelle, this was the exact acknowledgement I needed. I will make sure to get a few more votes on the idea, from our customer who is affected by this. Thanks again! :)

Hi Jonas,

Thank you for reaching out and for voting on the Idea within our Ideas Lab.  We realize this is a gap, but we are currently working on other priorities and this isn't on our immediate roadmap.  As resources free up, status updates will be posted to the Idea.  Thank you so much!!

Daniel, do you know if this is something that is being looked into presently? I know of the idea in the lab, have voted and commented already.

I think this is somewhat of a huge gap in the platform. I get for evaluations why you would only do that on calls with recordings, but for surveys I think it is very illogical to not send to all customers, regardsless of there being a recording or not.
Why would one want to eliminate the voice of so many customers? It is not very CX friendly in my opinion.

I see. I stand corrected then.  Thanks Jonas!

Hi Daniel,

We are not able to do as you mention. Are you sure?
If there is no recording, a survey simply cannot be sent. I have that confirmed from Genesys support too.

When we tested, we could not send a survey if the customer had not gone past the "enable participant recording" step in the architect.
This step in architect is obviously only something for customers to cross, if they opt-in on recordings.

If you use the Recording Consent capability, and the customer did not grant consent in the call, the call recording will not be captured at all.  So there will be nothing to retain.  And therefore you can continue to set your QM policy to retain recordings, and also be able to send customers the survey as per the policy.

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?

Hi all,

I want to send web surveys to all my inbound phone customers. However I can only send surveys to callers who opt-in for a voice recording.
This is according to design: "Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.", according to this helpcenter page: Create a web survey policy - Genesys Cloud Resource Center

Due to legislation and compliance, I need to give my customers the ability to opt-in/out to recordings. Should a customer chose to opt-out of recording, I still want to send them a survey, as they are still customers and their feedback valued.

I see this as a major design flaw of the survey module, as this will result in me not surveying customers, who do not want to be recorded.

I am wondering if anyone has found a solution around this design problem?