Genesys Composer Recoding a Consult Call

[utku.turkoz]

Hello,

I try to develop an IVR project for a supermarket chain.

The shopping consultant calls the customer:
* Consultant has a phone number like X and customer has Y.
* X calls Y but customer will not see the number of consultant on the screen of device but could only see the DNIS number that belongs to the supermarket chain.
* This should be a conference call and the conversation between two should be recorded.

To develop the requirements, on workflow side, I basically used a Force Route block to route the number X to Y. However, I don't know how I can handle a conference call and record it. My questions are:
1) Which blocks should I use to handle a conference call?
2) How could I record the conference call happening between a consultant and a customer?
3) On which side should I handle the first two scenario? Workflow or callflow?

[cavagnaro]

Why conference? Who is the 3rd party in the call?
In outbound calls there are no GVP/ORS components involved ,therefore, no blocks associated.


You can record using GIR or some other voice recorder which triggers at SIP Server level, root.

[utku.turkoz]

During the phone call, 3rd party will be the customer. While the consultant and the customer are talking on the line, IVR will not be dropped from the call.
During the conversation between duo, consultant will be providing guidance. According to DTMF choices gotten, IVR will prompt messages to the customer.
Therefore, while guiding, consultant may hear the DTMF tones dialed by customer. All process will also be recorded.

Isn't this applicable and no blocks associated as you mentioned?

[cavagnaro]

Issue is that you can record the voice with the Record block, but DTMF aren't recorded...so...you need data capture to record that.