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            Let Reps Pause and Resume Voice Call Recordings

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            Let Reps Pause and Resume Voice Call Recordings

            Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate. 

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To create permission sets: Manage Profiles and Permission Sets
            To assign permission sets: Assign Permission Sets

            For more details about the rep experience, see Honor Customer Privacy When Recording Calls.

            To let reps suspend and resume call recording, complete these high-level steps:

            1. Make sure your telephony provider offers this feature and that it's configured properly. If your telephony provider doesn’t offer this capability, then reps can’t pause and resume call recording.
            2. Clone the Contact Center Agent permission set for an Amazon Connect contact center or the Contact Center Agent (Partner Telephony) permission set for a partner telephony contact center, and add the Control Call Recording user permission to it.
            3. Assign the modified permission set to your users.

            See Also

             
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