Pausing Call Recording Mid-Call for PCI Compliance
AnsweredWe are a call center that processes credit cards over the phone. For PCI compliance purposes, we cannot store customer credit card information. Unfortunately, Zendesk does not appear to have an on/off toggle for call recording. We would still like to have call recording for QA & records, but we're forced to shut it off entirely because we cannot break PCI compliance. The dream is simply a "mute" or "on/off" button that toggles call recording, making the call recording "go dark" or "quiet", simply NOT recording during that timeframe. Has anyone else had this request/issue, or found a work-around?
-
Official comment
Hello,
Regarding the specific question on pausing recording, please see here for instructions. In 2024 we will be offering the ability to take CC via our telephony solution.
Thanks,
Sean
-
Did you get any response to this? We need this too.
-
This is something we need as well - any updates Zendesk?
-
Hi Margaret -
No updates to share at this time. We're continuing to collect votes and information on this issue to determine how significant of an issue it is, how many users this impacts, and how high of a priority it should be. As you can see, we have not received much feedback about it to date.
-
We need it too. Only see paid 3rd party options for post-call redaction and that won't suffice anyway. We'll have to turn call recording off
-
Looking for the same solution. Can I ask why post-call redaction isn't good enough?
-
Hello all
Is there a workaround you have implemented for this?
regards
Please sign in to leave a comment.
7 Comments