Enable policy-based recording

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

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 (Uncompressed Linear 16-bit PCM)
• 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 external participant recording and audio channel 1 to save the internal participant recording.

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. Click Admin.
2. Under Telephony, click Trunks.
3. Click Menu > Channels > Telephony > Trunks.
4. Click the External Trunks tab.
5. From the list, select the trunk you want to configure.
6. Click Media.
7. Under Recording, select Record calls on this trunk.
8. If you must have user consent, select Require user consent before recording.
9. 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.

9. Under Recording Audio, select Level the volume on both sides of the conversation, if you want to keep the volume consistent on both sides.
10. Under Audio Format, select the audio codec that you want to use for the recordings.
11. If you choose an audio codec that allows it and want to record both sides of the conversation separately, select Dual Channel.
12. Under Recording Beep Tone, select Play periodically while recording if you must alert users that they are being recorded.
13. Choose the number of tones that you want to play: Single or Dual.
14. Click Customize Tones if you want to configure the way that the tones play. The Customize Tones dialog opens.
    • To specify how long in milliseconds the beep tone plays, use the Duration slider.
    • To specify the rate in hertz at which the beep tone occurs, use the Frequency slider.
    • To specify the beep tone volume in decibels, use the Volume slider.
15. To specify how often in seconds that the beep tone plays, use the Play Beep Tone Every slider.
16. Click Save External Trunk.

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

• G726-32
• GSM
• L16 (Uncompressed Linear 16-bit PCM)
• 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 (Uncompressed Linear 16-bit PCM)
• 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. Click Admin.
2. Under Telephony, click Phone Management.
3. Click Menu > Channels > Telephony > Phone Management.
4. To configure for recording of one user, stay in the Phones tab. To configure for recording of multiple users, click the Base Settings tab.
5. From the list, select the phone or base setting you want to configure.
6. Click Media.
7. Under Recording, select Record calls on this phone.
8. Under Recording Audio, select Level the volume on both sides of the conversation, if you want to keep the volume consistent on both sides.
9. Under Audio Format, select the audio codec that you want to use for the recordings.
10. If you choose an audio codec that allows it and want to record both sides of the conversation separately, select Dual Channel.
11. Click Save Phone or Save Base Settings.