Enable policy-based recording

Prerrequisitos
  • Telefonía > Enchufar > Todos permiso

By default, policy-based recording is not enabled, which means that calls are not recorded. In Genesys Cloud, you can capture policy-based recordings in two ways:

  • Enable trunk-side recording
  • Enable station-side recording

For a comparison between these two recording mechanisms, see Call recording in Genesys Cloud overview. You can enable one or both recording types. After you enable recording, Genesys Cloud records all calls automatically. Use recording policies to prevent recording retention and to configure when to save or delete recordings.

Enable trunk-side recording

To record voice calls for inbound and outbound, enable and configure recording on the trunk that hosts the calls. You can only enable trunk-side recording at the trunk level. For more information, see External trunk settings.

After you enable recording, make sure that you configure the following settings.

La configuración troncal proporciona varios códecs de audio que puedes utilizar para la grabación.

When your organization uses a BYOC Premises telephony connection, to perform recording transcription, the recordings must be dual channel and use one of the following codecs:

  • audio / PCMU
  • audio / PCMA
  • audio / L16
  • audio / opus

To record both sides of a call as separate channels, you must enable dual channel recording. However, this setting is only available if you select one of the following audio formats:

  • PCMU (G.711 u-law)
  • PCMA (G.711 A-law)
  • L16 (PCM lineal de 16 bits sin comprimir)
  • Opus

Cuando habilita la configuración de canal dual, el sistema guarda cada canal de la grabación en una secuencia separada. El sistema utiliza el canal de audio 0 para guardar la grabación del participante externo y el canal de audio 1 para guardar la grabación del participante interno.

Before you enable trunk-side recording, configure compliance settings.

Use the Require user consent before recording setting to enable or disable the requirement that a customer must give consent before a recording can begin. By default, the Require user consent before recording setting is unavailable, which means that Genesys Cloud records all calls. When you select the Require user consent before recording check box, Genesys Cloud only records calls if the customer gives recording consent. For more information, see Enable Participant Recording action.

Use the Recording Beep Tone setting to configure an audible beep tone to play in the background of a voice call while the system records the call. A beep tone allows participants to know that a conversation is being recorded, which can be required for regulatory compliance. 

  1. Hacer clic Administración.
  2. Debajo Telefonía, haga clic en Bañador.
  3. Haga clic en el Troncos externos pestaña.
  4. De la lista, seleccione la troncal que desea configurar.
  5. Hacer clic Medios de comunicación.
  6. En Grabación, seleccione Grabar llamadas en esta troncal.
  7. Si debe contar con el consentimiento del usuario, seleccione Requerir el consentimiento del usuario antes de grabar.
  8. Under Optional Recording, follow these steps:
    Note: By default, the Consults, Holds, and External bridged transfers recording features are unavailable.
    • To allow recording of a consultation between two parties, for example an agent and a supervisor, select the Consults check box.
    • To allow recording when the call is on hold, select the Holds check box. 
    • To allow the recording to continue on an external transfer, select the External bridged transfers check box.
  1. En Recording Audio, seleccione Level the volume on both sides of the conversation, si desea mantener el volumen constante en ambos lados.
  2. En Formato de audio, seleccione el códec de audio que desea utilizar para las grabaciones.
  3. Si eliges un códec de audio que lo permite y quieres grabar ambos lados de la conversación por separado, selecciona Dual Channel.
  4. En Recording Beep Tone, seleccione Play periodically while recording si debe avisar a los usuarios de que están siendo grabados.
  5. Choose the number of tones that you want to play: Single or Dual.
  6. Click Customize Tones if you want to configure the way that the tones play. The Customize Tones dialog opens.
    • Para especificar la duración en milisegundos de la reproducción del tono, utilice el control deslizante Duration.
    • Para especificar la frecuencia en hertzios a la que se produce el tono de pitido, utilice el control deslizante Frequency.
    • Para especificar el volumen del tono en decibelios, utilice el control deslizante Volumen.
  7. Para especificar la frecuencia en segundos con la que se reproduce la señal acústica, utilice el control deslizante Play Beep Tone Every.
  8. Hacer clic Guardar tronco externo.

Enable station-side recording

You can enable station-side recordings to capture the agent’s perspective in a call, including the recording of internal calls, such as agent-to-agent calls, that do not traverse through an external trunk. Configure the station-side recording settings at each user’s phone level. To apply the same recording settings to a group of users, enable recording at the base settings level and then configure the phones for these users to inherit settings from the base setting. For more information, see Phone configuration overview.

Whether at the individual user’s phone, or toward multiple users via the phone’s base settings, make sure that you configure the following settings.

The phone configuration provides multiple audio codecs that you can use for the recording.

  • G726-32
  • GSM
  • L16 (PCM lineal de 16 bits sin comprimir)
  • Opus
  • PCMA (G.711 A-law)
  • PCMU (G.711 u-law)
  • Truespeech

If you want to record both sides of a call as separate channels, you must enable the Dual channel setting. However, the Dual channel setting is only available if you select one of the following audio formats:

  • PCMU (G.711 u-law)
  • PCMA (G.711 A-law)
  • L16 (PCM lineal de 16 bits sin comprimir)
  • Opus

When you enable the Dual Channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the internal participant recording and audio channel 1 to save the other party.

  1. Hacer clic Administración.
  2. Under Telephony, click Phone.
  3. To configure for recording of one user, stay in the Phones tab. To configure for recording of multiple users, click the Base Settings tab.
  4. From the list, select the phone or base setting you want to configure.
  5. Click Media.
  6. Under Recording, select Record calls on this phone.
  7. Under Recording Audio, select Level the volume on both sides of the conversation, if you want to keep the volume consistent on both sides.
  8. Under Audio Format, select the audio codec that you want to use for the recordings.
  9. If you choose an audio codec that allows it and want to record both sides of the conversation separately, select Dual Channel.
  10. Click Save Phone or Save Base Settings.