Record a Communicate call - Genesys Cloud Resource Center

Prerequisites

Communicate – User default role
Conversation > Call > Record permission
A selected phone

Record calls in progress and listen to them from your inbox or from Documents.

Notes:

This article describes how to record Communicate calls that are unrelated to queues. For more information about recording voice interactions, see Create a policy.
This article does not apply to inbound and outbound calls on BYOC trunks configured to record external calls.

When a call is in progress, click Expand and select Record.
To stop recording, from the same menu, select Stop Recording or end the call.
Listen to the recording in your inbox or in your workspace in Documents.

Contact

Solution

Company

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.