Description
As part of the general availability release to suppress recordings when a call is on hold, Conversations APIs have been changed to differentiate the general state of recording versus the state of secure pause for recording in the conversation when “Suppress Recordings During Hold” is enabled on a trunk.
When “Suppress Recordings During Hold” is enabled on a trunk, previously, the parameter recordingState indicated the state of the secure pause in the conversation. Now, because recordings can also be paused due to hold (in addition to secure pause), the new parameter securePause has been introduced to indicate if the pause was due to a secure pause. A value of TRUE for securePause indicates that secure pause was enabled, while a value of FALSE indicates that secure pause was not enabled, but the state has changed due to suppression of recording on hold.
If the old behavior is desired, then ensure that “Suppress Recordings During Hold” is not enabled on the trunk – see Media tab in Resource Center article External Trunk Settings. Existing trunks should not have this value enabled, however, any newly configured trunks would have this value enabled and may need to be changed.
Also, note that to initiate the action of secure pause, you must continue to update (either via PATCH /api/v2/conversations/calls/{conversationId} endpoint or via PUT /api/v2/conversations/calls/{conversationId}/recordingstate endpoint) the recordingState parameter to PAUSED. Conversely, to resume from a conversation already secure paused, update the recordingState parameter to ACTIVE. This is existing behavior.
Change Category
API
Change Context
API change is introduced as part of GA release of the ability to suppress call recordings during holds.
Change Impact
This API change should only impact organizations that develop their own user interfaces for agents to handle interactions and have Suppress Recording During Hold enabled on the trunk. If the new behavior is not desired, please ensure that this setting is disabled on the trunk setting – see Media tab in Resource Center article External Trunk Settings. Agents using Genesys Cloud Agent UI or Genesys Cloud embedded client are not impacted. Without corresponding changes in custom user interfaces, when the agent presses the Hold button (where recording is configured to be suppressed as per trunk setting), it is likely that the Secure Pause button would also appear to be turned on. To rectify the issue, the secure pause button on/off status should be governed by securePause instead of recordingState, or ensure that the Suppress Recording During Hold setting is not enabled on the trunk.
Date of Change
Jan 24, 2024
Impacted APIs
• GET and PATCH /api/v2/conversations/calls/{conversationId}
• PUT /api/v2/conversations/calls/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/callbacks/{conversationId}
• PUT /api/v2/conversations/callbacks/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/chats/{conversationId}
• PUT /api/v2/conversations/chats/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/cobrowsesessions/{conversationId}
• PUT /api/v2/conversations/cobrowsesessions/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/emails/{conversationId}
• PUT /api/v2/conversations/emails/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/messages/{conversationId}
• PUT /api/v2/conversations/messages/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/screenshares/{conversationId}
• PUT /api/v2/conversations/screenshares/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/socials/{conversationId}
• PUT /api/v2/conversations/socials/{conversationId}/recordingstate
• GET and PATCH /api/v2/conversations/videos/{conversationId}
• PUT /api/v2/conversations/videos/{conversationId}/recordingstate
References
[WEM-287]