# Genesys Quality Management Suite 8.1.520 : Playing Transferred and Conference Calls

Created and last modified by

Call Recording records data traffic between pairs of connected telephones or endpoints.

Each pair of telephones or endpoints has two separate audio tracks, one track for each direction. The two audio tracks are referred to as a couple.

A transferred call or conference call is actually a series of these couples known as call segments.

### Consultative Transfer

Recording Couple 1 – The customer calls agent 1 to ask a question. Agent 1 does not know the answer but has a colleague that knows.

Recording Couple 2 – Agent 1 calls agent 2 because agent 2 is the expert. Agent 2 answers the call and discusses the problem with Agent 1.

Recording Couple 3 – Agent 2 speaks to the customer and solves the problem.

Transferred calls are kept as independent, but related, recordings, or segments couples. To sort related calls so that they appear together in the recorded calls list, click the Order Calls icon at the top of the Date column.

The three stages of the call are recorded as three separate call segments that appear on three separate rows of the recorded calls page.

In the figure two extra columns are configured Cisco ID and Related group ID this external data is available from CUCM by default. For Genesys SIP server use `GEN_TEV_CallUuid`. This information is also available for each segment by clicking on the relevant row.

Note that the Related group ID for the consultative segment of the call is the same value as the JTAPI Cisco ID for the other two segments.

To listen to the entire call, select the checkboxes of all the segments that make up the call, and click Advanced Player.

Blind Transfer

A blind transfer is similar to a consultative except that there is no consultative segment because the customer is transferred directly to the other agent. Both segments of the call will have the same JTAPI Cisco ID. GEN_TEV_CallUuid.

### Conference Call

A, B, and C need to have a conference call to discuss a customer's technical query.

Recording Couple 1 – A sets up the first segment of the conference by calling B. B answers the call.

Recording Couple 2 – A puts B on hold and calls Agent C creating the second segment.

Transferred calls are kept as independent, but related, recordings, or segments couples. To sort related calls so that they appear together in the recorded calls list, click the Order Calls icon at the top of the Date column.

The three stages of the call are recorded as three separate call segments that appear on three separate rows of the recorded calls page.

In the figure two extra columns are configured Cisco ID and Related group ID this external data is available from CUCM by default. For Genesys SIP server use GEN_TEV_CallUuid . This information is also available for each segment by clicking on the relevant row.

Note that the Related group ID for the consultative segment of the call is the same value as the JTAPI Cisco ID for the other two segments.

To listen to the entire call, select the checkboxes of all the segments that make up the call, and click Advanced Player.

Blind Transfer

A blind transfer is similar to a consultative except that there is no consultative segment because the customer is transferred directly to the other agent. Both segments of the call will have the same JTAPI Cisco ID. GEN_TEV_CallUuid.

### Conference Call

A, B, and C need to have a conference call to discuss a customer's technical query.

Figure 11: Related Group ID

Recording Couple 1 – A sets up the first segment of the conference by calling B. B answers the call.

Recording Couple 2 – A puts B on hold and calls Agent C creating the second segment.

Recording Couples 3, 4, and 5– Agent A starts the conference. Each of the participants in the conference is recorded separately and has their own call segment. The last segment 6 occurs when A leaves the conference leaving B and C connected.

The stages of the call are recorded as six call segments that appear on six separate rows of the recorded calls page. This information is also available for each segment by clicking on the relevant row.

Note that by default the oldest call segment is the lowest of the segments. In the figure A calls B and the call has a JTAPI Cisco ID 16788999. A then calls C with a new JTAPI Cisco ID of 16789001 but the Related group ID is 16788999 linking it to the first segment. All subsequent segments have the JTAPI Cisco ID 16788999.

Once the conference is established Call Recording identifies conference calls with a Conference Number identifier in the To column of 16788999, the same value as the JTAPI Cisco ID. The Conference Number is the same for the entire collection of call pairs.

The most interesting segments of the call are where the conference has been established and contains the conference number in the To column. The first two segments are merely there to set up the conference and the last segment occurs after the main business of the call.