How can we Help?

Agent-Initiated Pause and Resume Call Recording

Follow

 

 

Talkdesk has a great feature that allows agents to manually pause and resume call recordings.

Once this feature has been enabled by an administrator, agents will see a small recording button at the bottom right of Callbar. To pause the recording they simply need to click this button [1]:

Callbar-Pause-Recording.png 

This is a great feature if you wish to, for instance, prevent the recording of any sensitive information (i.e credit card details, etc.) during a call.

 

To enable Pause Recording for the entire account follow these instructions:

Agent-Initiated_Pause_and_Resume_Call_Recording.png

  • Log into your Talkdesk account as an Administrator.
  • Click the 'Admin' section at the top of the page [2].
  • Click the 'Preferences' tab [3].
  • Scroll down to the 'Call Settings' section [4].
  • In "Agent-initiated Pause Recording", click 'Yes' to turn this feature on [5] or 'No' to turn it off.
  • Save your changes [6].

 

To define different Pause Recording settings per phone number, follow these instructions: 

Pause_Call_Recording-Number.png

  • Select the 'Admin' section [7].
  • Select the 'Numbers' tab [8].
  • Click the phone number for which you would like to configure this setting.
  • Click the 'Custom Settings' tab [9].
  • Select 'Yes' next to 'Override Account Settings' [10].
  • Scroll down to the 'Call Settings' section.
  • Select 'Yes' in 'Agent-initiated Pause Recording' [11].
  • Press 'Save' at the bottom of the page to apply your changes.

Note: If no rule is set for 'Agent-initiated Pause Recording', numbers will inherit the main account settings.

Learn more about how to pause call recordings using the Callbar here.

Have more questions? Submit a request

Comments

  • Avatar
    Jonathan Stewart

    FYI: This article covers enabling for the entire account, but doesn't include a breakdown of other options, like enabling by phone number instead of at the account level.

  • Avatar
    Sara Costa

    Thanks so much for the heads up @Jonathan! Instructions for enabling by phone number are now also included.

Powered by Zendesk