Genesys Quality Management Suite 8.1.520 : Supported Call Scenarios for Recording

The tables below show the call scenarios that are supported and therefore can be recorded by Call Recording:

Cisco Call Scenarios Supported

Call ScenarioCisco Active JTAPICisco Passive SkinnyCisco Passive JTAPI
Agent to Agent (Basic call with logged agents on both sides)
Basic call (Internal without logged agent)
Call Hold
Blind Transfer
Consultative Transfer
Blind Conference
Consultative Conference
Call Park
Call Pickup
Barge
cBarge
Join
Direct Transfer

Join Across Lines

Direct Transfer Across Lines (DTAL)
Shared Lines
Extension Mobility
Ring-Back

Genesys SIP Server Call Scenarios Supported

Call ScenarioPassive SIPGenesys Driver EPR Genesys Driver Active MSR 
Agent to Agent (Basic call with logged agents on both sides)
Basic Call (Inbound and outbound)
Call Hold
Blind Transfer
Consultative Transfer
Blind Conference
Consultative Conference
Barge
Call Supervision - Monitoring
Call Supervision - Coaching

Avaya Active Call Scenarios Supported

Call Scenario

Avaya Active

Agent to Agent (Basic call with logged agents on both sides).

Basic call (Internal without logged agent).

Call Hold

Blind Transfer

Consultative Transfer

Blind Conference

Consultative Conference

Call Scenarios and Signaling Supported to Obtain Additional Data from GIM Integration

Call ScenarioGenesys     SIPJTAPIAvaya
Agent to Agent (Basic call with logged agents on both sides) Data for calling agent only
Basic call (Internal without logged agent)
Call Hold
Blind Transfer
Consultative Transfer
Blind Conference
Consultative Conference
Call Park
Call Pickup
Barge
cBarge