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Record Outbound calls when Require User Consent ...
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Hi, “But all other offices want call recording enabled all the time for Inbound and Outbound calls, with agents having the option to use Secure Pause.” The configuration we used was to enable "Consent User Required Before Recording" on the External SIP trunk settings. For Inbound calls we have enabled "Enable Participant Recording" action in Architect Inbound Call flows, except German call flows and it works as intended.
The problem is that, for some reason, the require consent option disables all recordings for Outbound calls and there's no way to tell the system which outbound calls to record. When an agent dials out on behalf of a queue that is set in "Recording Policy" to be recorded, the call still doesn't get recorded. “Only when we disable the "consent required" on trunk, recording on outbound starts to work as per Policy setting.” Is there a way to get outbound calls made on behalf of a queue recorded while keeping "consent required" setting enabled on trunk?
The problem is that, for some reason, the require consent option disables all recordings for Outbound calls and there's no way to tell the system which outbound calls to record. When an agent dials out on behalf of a queue that is set in "Recording Policy" to be recorded, the call still doesn't get recorded. “But it then breaks recording on German Inbound call flows as all of them start to get recorded same as everything else.” Is there a way to get outbound calls made on behalf of a queue recorded while keeping "consent required" setting enabled on trunk?
Hi, “They must offer customers the option to opt out of call recording on Incoming and Outgoing calls for Germany.” The configuration we used was to enable "Consent User Required Before Recording" on the External SIP trunk settings. For Inbound calls we have enabled "Enable Participant Recording" action in Architect Inbound Call flows, except German call flows and it works as intended.
Vineet_Kakroo | 2024-04-30 09:59:45 UTC | #4 “Step-1: On the outbound trunk, set the trunk level recording and also consent is required setting is switched ON” Hope this helps. Regards
Vineet_Kakroo | 2024-04-29 14:43:22 UTC | #2 “for outbound it is the opposite setting to ensure that when the call is made, we initiate a manual process that will get the customer to consent and then the call goes into recording or not depending on what the consent is.” patrik.resetka | 2024-04-30 10:41:46 UTC | #3
That's exactly the configuration we're working on now. First trunk will be set with "Record calls" and "Consent required" settings enabled. We will then use "Enable participant recording" action inside Inbound flows to trigger recording where it's needed. “We can then use policies to manage the recording of outbound calls per queue, per call direction, etc.” I'm still trying to figure out how to ensure that outbound calls are not recorded by default for German queues only while allowing the agent to start or pause recording once they get customer consent. The agent is dialling out on behalf of a queue.
Vineet_Kakroo | 2024-04-29 14:43:22 UTC | #2 “all onbound calls are set for enable participant recording and consent user required.” patrik.resetka | 2024-04-30 10:41:46 UTC | #3
The configuration we used was to enable "Consent User Required Before Recording" on the External SIP trunk settings. For Inbound calls we have enabled "Enable Participant Recording" action in Architect Inbound Call flows, except German call flows and it works as intended. “When an agent dials out on behalf of a queue that is set in "Recording Policy" to be recorded, the call still doesn't get recorded.” Only when we disable the "consent required" on trunk, recording on outbound starts to work as per Policy setting. But it then breaks recording on German Inbound call flows as all of them start to get recorded same as everything else.
That's exactly the configuration we're working on now. First trunk will be set with "Record calls" and "Consent required" settings enabled. We will then use "Enable participant recording" action inside Inbound flows to trigger recording where it's needed. “We can then use policies to manage the recording of outbound calls per queue, per call direction, etc.” I'm still trying to figure out how to ensure that outbound calls are not recorded by default for German queues only while allowing the agent to start or pause recording once they get customer consent. The agent is dialling out on behalf of a queue.
Vineet_Kakroo | 2024-04-29 14:43:22 UTC | #2 “all onbound calls are set for enable participant recording and consent user required.” patrik.resetka | 2024-04-30 10:41:46 UTC | #3
Hi, “But all other offices want call recording enabled all the time for Inbound and Outbound calls, with agents having the option to use Secure Pause.” The configuration we used was to enable "Consent User Required Before Recording" on the External SIP trunk settings. For Inbound calls we have enabled "Enable Participant Recording" action in Architect Inbound Call flows, except German call flows and it works as intended.
If we set the policy to not record calls on German queues, that will make sure calls aren't recorded by default, but then we don't have a way to let the agent trigger the Interaction recording during the call in the Genesys Cloud Agent portal natively. “We could use the API below to build a data action that would start or pause a recording by agent pressing buttons within the agent script.” PATCH /api/v2/conversations/{conversationId}/participants/{participantId} https://developer.genesys.cloud/devapps/api-explorer#patch-api-v2-conversations--conversationId--participants--participantId-