Feature Request Summary:
Enable call recordings and transcripts to be accessible in ACE for internally transferred calls.

Current Behavior:
For internally transferred calls, call recordings are visible in the call logs on the Service Web but are not available in ACE. The corresponding call transcripts are also unavailable in ACE.

Expected Behavior:
Call recordings and their corresponding transcripts should be accessible in ACE for internally transferred calls, consistent with their availability in the Service Web call logs.

Business Impact:
The unavailability of call recordings and transcripts in ACE limits users’ ability to review conversations, investigate call-related issues, and access call details from a centralized platform.

Feature Request / Proposed Enhancement:
Enhance ACE to display and provide access to call recordings and their corresponding transcripts for internally transferred calls, where applicable.

Acceptance Criteria:

Call recordings for internally transferred calls are accessible in ACE when available in the Service Web call logs.
Corresponding call transcripts are available in ACE when supported and generated.

Call recording and transcript availability is consistent across ACE and the Service Web, subject to applicable platform limitations and configurations.