We are getting the same thing
Tracked down calls that went through the same flows, to the same queue, to the same agent, on the same day, one call gets the error when supervisor trying to listen to the call, the other call doesn't and works fine when the same supervisor tries to listen to that call.
Adding the home division to the recording permission seems to solve it, but we don't really want to add the home division to every supervisor
Has anyone logged a ticket for this?
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Anton Vroon
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Original Message:
Sent: 11-22-2022 09:55
From: David Jones
Subject: You are not authorized for this interaction recording
Good day
It appears recently there was an update to the recording permissions where division aware is no longer operating as intended,
The scenario is as follows:
I have agent and manager in the same division, agent will make 5 calls per say. when manager goes to review calls, 3 calls will give "You are not authorized for this interaction recording" but 2 calls will work
If i add all divisions to the manager the issue does not present itself, Its as if a tag is missing for the division for the problematic calls,
The added permissions in the role i have are as follows:
Recording Annotation Add
Recording Annotation Delete
Recording Annotation Edit
Recording Annotation View
Recording Encryption Key Edit
Recording Encryption Key View
Recording Recording Download
Recording Recording Restore
Recording Recording View
Recording Screen Recording Download
Recording Screen Recording Participate
Recording Screen Recording Restore
Recording Screen Recording Stop
Recording Screen Recording View
This seems to have started in the last 2 weeks.
Anybody else experiencing this? Any idea on how to rectify this?
Kind regards
David Jones
#QualityManagement
#Telephony
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David Jones
NTT Canada
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