Descripción general de la grabación de llamadas en Genesys Cloud

Depending on the features you enable for your organization, Genesys Cloud provides two basic categories of recording:

User recording: With Genesys Cloud Communicate, users can record calls manually one at a time.
Policy-based recording: With Genesys Cloud Contact Center, managers can systematically enable recording and create policies that define the actions allowed on captured interactions.

User vs policy-based recordings

The following table explains the difference between user recordings and policy-based recordings.

	Grabaciones de usuario	Grabaciones basadas en políticas
Who starts the recording?	A Genesys Cloud user starts the recording during a Communicate call.	If you have enabled recording on the trunk, Genesys Cloud automatically records interactions. Depending on the recording policies that you have created, the retention period of a recording varies based on how Genesys Cloud retains or deletes a recording. Genesys Cloud performs one of the following: retains a recording indefinitely retains a recording for a set amount of time and then delete it deletes the recording
¿Quién puede escuchar la grabación?	El usuario que realizó la grabación.	The following users: Supervisors with the correct permissions. Evaluators assigned to evaluate an interaction. Agents reviewing an evaluation of themselves.
¿Dónde se encuentra la grabación en la interfaz de Genesys Cloud?	La bandeja de entrada del usuario que realizó la grabación.	En la página de detalles de la interacción y en la página para una evaluación.

User recording

User recording is sometimes called “ad hoc recording”. When a user records an interaction, Genesys Cloud sends a recording to that user’s inbox, which is only available to that user. Users can make this kind of recording for interactions with both internal and external users in a Communicate call. For more information, see Record a call.

Grabación basada en políticas

Policy-based recording is the primary means to systematically capture recordings in a contact center setting. Recordings are required either for quality management purposes, for enabling speech and text analytics, or for compliance or regulatory purposes in your organization.
The main mechanism to capture policy-based recordings in Genesys Cloud is by enabling the trunk-side recording, which is also known as line recording. If you enable recording on the SIP trunk, then Genesys Cloud retains recordings of all external calls by default, even without any defined policies.

Note: Call recording requires that recording is enabled on the SIP trunk. Your telephony administrator can enable the SIP trunk recording by referring to the Enable policy-based recording procedure.

A secondary mechanism to capture policy-based recordings in Genesys Cloud is by enabling the station-side recordings. If you enable recording on the user’s station, then Genesys Cloud retains recordings of all interactions handled by that user. This method of recording is useful when it is necessary to capture the recording of internal calls for this user, which is otherwise not possible with the trunk-side recordings.

For both trunk-side recordings and station-side recordings policies, define the actions that can be performed with different categories of interactions. For example, you can use policies to assign an evaluation to certain interactions, or to delete recordings of some interactions after an amount of time. Policies run against any interactions that occur after you publish the policy: you cannot run them retroactively on interactions that exist. For example, you cannot create a policy to delete existing recordings. For more information, see Create a recording policy.

Supresión de la grabación de llamadas durante IVR, retención y espera en cola

Note: If suppression is enabled for IVR, hold, or queue wait times, transcripts are not generated for these segments. As a result, summaries do not include any content from these segments.

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors’ quality management review efficiency, as the interaction’s recording playback typically begins at when the agent picks up the ACD call.

If you configure call recording in Architect, call recording consent creates an exception to the default trunk-side recording behavior. This option allows you to create an action in Architect that asks inbound callers whether they consent to being recorded. If the user says no, then the Genesys Cloud media layer does not record at all. If the user says yes, then the Genesys Cloud media layer starts capturing recordings as normal, and the interaction is processed as usual according to policies. For more information, see Enable Participant Recording action.

Continuar con transferencia externa

De forma predeterminada, Genesys Cloud no continúa grabando después de una transferencia externa que da como resultado una llamada externa a externa conectada. Sin embargo, puede habilitar este comportamiento en el configuración del maletero externo debajo Medios de comunicación.

Trunk-side recording vs station-side recording

Trunk-side recordings

Trunk-side recordings provide an end-to-end recording from the external participant’s perspective, for example, the customer is an external participant. Genesys recommends enabling trunk-side recording by default for recording interactions. Also, recording interactions from trunk-side is a pre-requisite for enabling transcription and other speech and text analytics capabilities.

Note: Transcription is not provided for station-side recordings.

If necessary, you can also enable station-side recordings for a select set of users. In this case, when these users handle external calls, with both trunk-side recordings and station-side recordings enabled, duplicate recordings are generated for the conversation. There is no mechanism in the quality management policy that conditionally retains the station-side recordings for only internal calls. Therefore, to minimize duplicated recordings and data storage, enable station-side recording for users only when recording of internal calls is essential.

The following table provides a detailed side-by-side comparison of the trunk-side and station-side recording capabilities.

Recording capability	Trunk-side recording	Station-side recording
How to enable recording?	Trunk settings	Phone Settings of user; can be configured to many users via the base settings of phone configuration.
Choice in audio format	sí	sí
Dual channel support	sí	sí
Beep tone support	sí	No
Recording only by consent	Configurable at trunk	Comply with consent status, if the corresponding trunk has enabled consent recording. If trunk-side recording is not enabled, consent recording is not supported.
Recording suppression on IVR	Configurable, at flow	Not applicable *. IVR portion of the call is not captured.
Recording suppression at queue-wait	Configurable, at queue	Not applicable *. Queue-wait portion of the call is not captured.
Recording suppression on hold	Configurable at trunk	Not supported. Recording always captures what the agent speaks into the microphone when the call is on hold.
Recording continuation on external bridged transfer	Configurable at trunk	Not applicable. Station-side recording always continues when the call is transferred to an external participant.
Consult recording	Configurable at trunk	Consult portion of the call is inherently captured by either party’s station-side recording.
Secure pause	Stops capturing during a secure pause.	Stops capturing during a secure pause.
QM Policy – recording retention	Applicable	Applicable
QM Policy – recording archiving	Applicable	Applicable
QM Policy – recording exporting	Applicable	Applicable
Encryption with all options in Recording Key Management supported	sí	sí
Data storage usage counts towards fair use policy	sí	sí
Local regional storage in Global Media fabric	Supported – recording storage follows the local Genesys Cloud media region of the trunk.	Supported – recording storage follows the local Genesys Cloud media region of the station.
Support voice transcription	sí	No
Support redaction of sensitive information	sí	No
Support AudioHook monitor	sí	No
Support Genesys Agent Copilot	sí	No
Support in ‘Recorded’ Filter in interactions view	sí	sí
Support Recording Access Control (with permission Recording > Recording > View)	sí	sí
Support Recording Segment Access Control (with permission Recording > RecordingSegment > View)	sí	Yes, with each station-side recording considered as one recording segment.
Support Recording Bulk Action API (Delete / Archive / Export)	sí	sí
Support protect from deletion	sí	sí
Audit event generated	sí	sí

Note: * Recording suppression is not applicable usually. However, the only exception is when the customer is the internal user with station-side recording enabled. For example, the internal user (with station-side recording enabled) calls corporate IT helpdesk as an internal ACD call. In this case, suppression settings on the queue or flow are applied to the station-side recording of the user.

Station-side recordings

Station-side recordings provide recordings from the internal participant’s perspective, for example, the agent is an internal participant. This contrasts with the trunk-side recording where the system records based on the external participant’s perspective. While it is possible to only enable station-side recording and not trunk-side recording for your organization, there are limitations when relying on only station-side recordings for your quality management and compliance objectives. Review the differences in recording outcome across various call scenarios between the two recording mechanisms that are detailed in the following table:

Recording capability	Trunk-side recording	Station-side recording
Inbound ACD interaction (for example, IVR Flow to Queue to Agent)	One end-to-end recording in the customer’s perspective.	One recording in the agent’s perspective, starting from agent’s pick up to agent’s disconnection.
Inbound DID calls from an external participant	One recording in a customer’s perspective.	One recording in the agent’s perspective.
Inbound IVR-only call, or queue-abandoned call	One end-to-end recording in customer’s perspective. *	No recording.
Internal call	No recording.	One recording in the agent’s perspective. If the other party also has station-side recording enabled, two recordings (one from each party).
Outbound call to an external participant	One end-to-end recording in the customer’s perspective.	One recording in the agent’s perspective.
Transferencia ciega	One end-to-end recording in the customer’s perspective.	Two recordings (if both agents have station-side recordings enabled): One recording in the first agent’s perspective. One recording in the second agent’s perspective.
Consultar Transfer	Two recordings (when consult recording is enabled): One end-to-end recording in a customer’s perspective. One consult recording capturing the private conversation between the first agent and second agent during consultation.	Two recordings: One recording in the first agent’s perspective. One recording in the second agent’s perspective.
ACD conference	One end-to-end recording in the customer’s perspective.	Multiple recordings, each based on each agent’s perspective.
Voice monitoring	Transparent in recording.	Transparent in recording.
Voice coaching	Transparent in recording.	Coaching audio is recorded.
Voice barge-in	Barge-in audio is recorded.	Barge-in audio is recorded.

Note: * If recording suppression is enabled, the trunk-side recording has no content.