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Omnichannel - Regarding issue of call recordings

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Posted on by wshuo

We have received inquiries from customers. When customers directly contact the Agent through a dedicated line, the system may or may not record the call. However, if the call is transferred from the system to the Agent, the system will accurately record the call. Has anyone ever encountered such a problem? Any help would be highly appreciated and thanks in advance

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Leah Ju Microsoft Employee on at

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Hi,

The main text is not showing up, can you describe it in more detail?

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wshuo 6 on at

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Hi Leah,

I dont why the question cannot be shown up on the forum. but I upload a image for you to look at.

We have received inquiries from customers. When customers directly contact the Agent through a dedicated line, the system may or may not record the call. However, if the call is transferred from the system to the Agent, the system will accurately record the call. Has anyone ever encountered such a problem? Any help would be highly appreciated and thanks in advance

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PerezAguiar Microsoft Employee on at

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Hey

I guess that the main question is: is that dedicated line associated to any Workstream in Omnichannel? if it does, it should perform the recording. But otherwise, the call is not being handled by Omnichannel and therefore the recording & transcription are not controlled by Omnichannel

Regards,

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wshuo 6 on at

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Hi PerezAguiar,

Therefore, this problem may be caused by the customized process or logic of the backend (perhaps Power Automate). Record is sometimes activated and sometimes not activated. I don’t know if I misunderstood what you meant.

another thing is I am a new player in this area. As for this question: "Is that dedicated line associated to any Workstream in Omnichannel?" > How should I check this.?

Thanks

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