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I've been experimenting with the approach defined below, where Genesys Cloud CX is connected to a third party Voice Agent using BYOC SIP Trunks and is returned using a SIP REFER.

Transferring calls to an external device with BYOC Cloud trunk, understanding that Audio Connector and Set Post Flow approaches seem to be superior alternatives for connecting to a third party Voice Agent.

That said, I am trying to understand a couple of things with Genesys Cloud CX:

1. Is it possible to record the customer engagement from the very beginning of the call, as they interact with the IVR all the way through to when they end the call
2. I am able to record the BYOC SIP Transfer leg to the Voice AI Agent but the REFER back to Genesys Cloud CX isn't recorded which I think may be because of #1 above (I assume this is a new call with a new Interaction ID?). As a side note, the return call is recorded with the Set Post Flow approach, when the Voice Agent ends the call.

Thanks!

Where does the original call originate from? Is it a Genesys Cloud user calling a DID that routes to a GC IVR which then routes to the external Voice Agent, then gets released back to Genesys Cloud?

I've been experimenting with the approach defined below, where Genesys Cloud CX is connected to a third party Voice Agent using BYOC SIP Trunks and is returned using a SIP REFER.

Transferring calls to an external device with BYOC Cloud trunk, understanding that Audio Connector and Set Post Flow approaches seem to be superior alternatives for connecting to a third party Voice Agent.

That said, I am trying to understand a couple of things with Genesys Cloud CX:

1. Is it possible to record the customer engagement from the very beginning of the call, as they interact with the IVR all the way through to when they end the call
2. I am able to record the BYOC SIP Transfer leg to the Voice AI Agent but the REFER back to Genesys Cloud CX isn't recorded which I think may be because of #1 above (I assume this is a new call with a new Interaction ID?). As a side note, the return call is recorded with the Set Post Flow approach, when the Voice Agent ends the call.

Thanks!

I think I found the issue :P

Where does the original call originate from? Is it a Genesys Cloud user calling a DID that routes to a GC IVR which then routes to the external Voice Agent, then gets released back to Genesys Cloud?

I've been experimenting with the approach defined below, where Genesys Cloud CX is connected to a third party Voice Agent using BYOC SIP Trunks and is returned using a SIP REFER.

Transferring calls to an external device with BYOC Cloud trunk, understanding that Audio Connector and Set Post Flow approaches seem to be superior alternatives for connecting to a third party Voice Agent.

That said, I am trying to understand a couple of things with Genesys Cloud CX:

1. Is it possible to record the customer engagement from the very beginning of the call, as they interact with the IVR all the way through to when they end the call
2. I am able to record the BYOC SIP Transfer leg to the Voice AI Agent but the REFER back to Genesys Cloud CX isn't recorded which I think may be because of #1 above (I assume this is a new call with a new Interaction ID?). As a side note, the return call is recorded with the Set Post Flow approach, when the Voice Agent ends the call.

Thanks!