Hi,
I apologize if this question is not in the right place, but it is driving me crazy get the way to solve it.
I just want to record inbound calls, but not outbound. As far as I know, at the trunk configuration you just need to enable Line Recording which record all the calls, without let you filter what you want to record more precisely.
Is there a way to fine tune what exactly you want to record?
Also I take advantage to ask if there is a way to make calls with unknown number. As far as I know at the Queue form you can select a Calling Party Number, but it doesn't allow you select anything else than a correct number in the country. Also I know at the Trunk you can format the FROM sip field. My thought is to select a dummy number at the Queue and then find it at the Trunk from changing the dummy number by a "anonymous" string. But I don't know if it is the right way to do it.
Any thoughts?
Regards
Hello,
Regarding your first question on recording inbound calls only:
Policies are what determine which ACD calls to record (if the recording is to be retained or deleted).
You'll have to create policies that define what calls to record and policy which defines what recordings should be deleted (i.e. no recording available after the conversation ends).
There is an available Matching Criteria in Policies which allows to define the Conversation direction(s): inbound, outbound.
You could specify inbound only on the policies you will define for call recording to be retained (recording available) and/or outbound only on the policy you will define for call recording to be deleted [you should probably set Delete even if another policy retains to delete on that one].
You usually need to define at least one policy for call recordings to be deleted (recording made unavailable) - either saying that calls are deleted by default (then the recording enabled policy can take precedence if there are most matching criteria compared to this default one), or saying that outbound calls are deleted (with the Delete even if another policy retains to delete).
Regarding your second question, it is not possible to make outbound calls anonymous if you are using Genesys Cloud Voice (as telephony provider/option).
If you are using BYOC Cloud or BYOC Premise, then the question is for your SIP Trunk provider (ex: Twilio, Vonage, ...). As far as I know, most providers do not allow anonymous outbound calls anymore.
Finally, I would suggest to ask questions related to features and configuration on the Genesys Cloud Community Forum.
This forum (Genesys Cloud Developer Forum) is meant for questions related to the use of API & SDKs.
Regards,
Thank you very much Jerome for your help. I took a look of the policies and it was pretty easy to setup.
That was exactly my point, I didn't know if these questions were right here (because it looks like it is a forum very focused in the Genesys API), so thank you for point me out to the right forum.
Mercy
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