Pausing and resuming call recordings with agent recording controls

Important: You are responsible for using the recording features in Zendesk Talk in compliance with all applicable laws. Certain jurisdictions may require End-User and/or Agent consent prior to initiating a recording. By enabling call recording, you agree that you have received such consent.

If you've configured agent recording controls, you can pause and resume call recordings using the following procedure. This functionality helps you to remain legally compliant by preventing sensitive and personal end-user data from being stored in call recordings. Additionally, it gives more flexibility and control over how you manage privacy and data security in Talk.

Important: If you pause and resume a call recording, the first part of the call recording is available immediately when you finish the call. The rest of the recording will be processed and added to the recording shortly afterwards.

For information about how to set up call recording, see Managing call recording options in Talk.

To pause or resume a call recording

1. During a Talk call, click the pause button in the ticket call bar or the Talk console to pause call recording ().
2. To resume recording, click the pause button again.

The agent and the caller hear a beep to confirm that call recording has been paused or resumed.

Note: If the Caller must opt-out setting is configured on the same number as agent recording controls and the caller has pressed 3 to opt-out then the agent will not see the pause and resume button (not applicable for digital lines).

If the Caller must opt-in setting is configured on the same number as agent recording controls and the caller has not pressed 3 to opt-in then the agent will not see the pause and resume button (not applicable for digital lines).