Switch Call Recording Status

When your administrator turns on recording for a queue, calls in that queue begin recording the moment they connect. If you hold the right permissions, you can take control of recording while a call is in progress: pause it so sensitive details are not captured, resume it afterward, or begin recording a call that was never set to be recorded in the first place.

Before you begin

The controls available to you depend on the permissions your administrator has assigned:

• Change your own recording status: Your extension needs either the Pause/Resume permission or the Start/Pause/Resume permission.
• Change another agent’s recording status: You need the Switch agent’s recording status permission.

Note

The two self-service permissions differ in scope:

• Pause/Resume lets you pause and resume recording only on queue calls that are already set to be recorded.
• Start/Pause/Resume lets you start, pause, and resume recording on any queue call, whether or not it was set to be recorded.

Pause recording during a call

1. In the Cloud Voice App (web or desktop), open Call Center Console > Queue Panel.

2. In the Active Calls panel, move your pointer over the call that is recording.

3. Right-click the call and choose Pause Recording.

   

   The recording indicator stops flashing and switches to the paused state .

Caution

Pausing leaves a gap in the recording rather than stopping and discarding it, and recording does not turn itself back on. Once the sensitive part of the call is over, remember to resume it, or the rest of the conversation will not be captured.

Start or resume recording during a call

1. In the Active Calls panel, move your pointer over the call.

2. Right-click the call and choose Recording.

   

   The indicator returns to the active recording icon and begins flashing again.