# Genesys Quality Management Suite 8.1.520 : Hierarchical Recording Rules

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Recording rules can be defined in every Call Recording group, and groups are arranged in a hierarchy. Higher group recording rules are processed prior to subordinate groups, therefore the more restrictive rules should be at the top of the rule hierarchy.

### Hierarchical Recording Rules Example

Navigate to Recording rules.

In Call Recording, groups are defined in a hierarchical order.

1. The rules defined in the group at the top, for example Admin, have the highest priority.
2. The rules defined in groups 1,4, and 6 are processed next simultaneously.
3. The rules defined in groups 2,3, and 5 are processed last simultaneously because they have the lowest priority.

The Admin group has the highest priority and any recording rule defined for Admin always overrides any recording rule from subordinate groups, first match rule. If a recording rule is defined within a group, then the recording rule is passed on to all subordinate groups. If there is no recording rule from the group above then the rules from the subgroups are processed directly.

This sequential processing can be prevented by applying a subgroup (mask) filter. In this case the type of recording for this subgroup branch remains undetermined. This is better illustrated in the following examples:

Example 1:

- There is a rule in Group 4 "do not record calls from 42??"
- Group 5 has a rule "record calls from 4???".

The Group 4 rule has priority over the Group 5 rule so the rule in Group 4 is applied first. Group 5 does not record calls from 4200 to 4299. The result is that Group 5 only records calls from 4000 – 4199 and from 4300 – 4999.

Example 2:

- The rule in Group 2 is to “record calls from 4???”.
- The rule in Group 3 is to “pre-record calls from 4???” .
- The rule in Group 5 is “do not record calls from 4???”.

The Group 2 rule has priority over Group 3 and Group 5 rules. A record rule has priority over a do not record rule. The result is that Calls from 4??? are recorded.

Example 3:

- The rule in Group 2 is to “record calls from 4???”,
- The rule in Group 3 is to “pre-record calls from 4???”
- The rule in Group 5 is “do not record calls from 4???”.
- We set the phone number for Group 1 to “42??”, this restricts the influence of any rules created by any subordinate groups 2-6 to within the number range of 4200-4299.
- We set the number for Group 2 to “420?”, this restricts the influence of group 2 to within the number range 4200-4209 even though the rule set is “record calls from 4???”.

The result is that calls from 4200-4209 are recorded by the rule from Group 2, calls from 4210-4299 are pre-recorded from the rule in Group 3 and calls from 4000-4199 and 4300-4399 are not recorded.

### Hierarchical Rule Administration Example

Navigate to Recording Rules.

The system administrator wants to delegate rule administration for each main group, groups 1, 2, 3 in the above diagram, to the respective agent group leader. This is accomplished as follows:

Each group is given the appropriate range of extension numbers as its phone number;

For example:

- Group 1: 42?? covering extensions 4200-4299
- Group 2: 43?? covering extensions 4300-4399
- Group 3: 44?? covering extensions 4400-4499

Three ignore rules are created by the system administrator in the top-level Admin group:

- Ignore 42??
- Ignore 43??
- Ignore 44??

Each group leader creates additional rules for his or her group at the group level (that is, the Group 1 leader creates rules when Group 1 is selected on the Recording Rules screen).

When a call is made to or from a group extension, all top-level Admin rules are ignored and only rules within that group are processed.