Switch Call Recording Status

When your administrator turns on recording for an extension, trunk, conference, or queue, any matching call is captured automatically the moment it connects. From the Operator Panel you can take manual control of that recording during a live call: pause it so a sensitive exchange (such as a customer reading out payment details) is left off the recording, resume it afterward, or begin recording a call that was never set to be recorded in the first place. What you are allowed to do depends on the permissions attached to your extension.

Before you begin

Manual recording controls are permission-gated, so confirm the right permission is in place for what you want to do.

• To change the recording status of your own calls, your extension needs either the Pause/Resume permission or the Start/Pause/Resume permission.
• To change the recording status of a group member’s calls, you need the Switch extensions’ recording status permission.

Note

The two self-service permissions grant different levels of control:

• Pause/Resume lets you pause and resume recording only on calls that were already flagged for recording.
• Start/Pause/Resume lets you start, pause, and resume recording on any call, whether or not it was flagged for recording. Conference calls are the one exception and cannot be controlled this way.

Switch the recording status

1. Open the Inbound & Internal Calls panel or the Outbound Calls panel and move your pointer over the active call you want to control.

2. To stop capturing audio, right-click the call and choose Pause Recording.

   

   The recording indicator stops blinking and switches to the paused icon .

   Caution

   Pausing and resuming are separate manual actions, and recording does not pick back up on its own. Once the sensitive part of the call is over, remember to resume it (step 3). Anything said while recording is paused is not captured.

3. To begin recording, or to pick recording back up after pausing, right-click the call and choose Recording.

   

   The indicator changes to the active recording icon and begins blinking again to show that audio is being captured.