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Auto Pause and Resume Call Recordings Feature

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Kara Glover

Data ultimo post: 20 set 2021

We're keen to see an enhanced feature for Zendesk Talk that auto pauses and resumes call recording for PCI.

Manual pause and resume is open to Agent error and increases handling time, plus adds unnecessary actions and interrupts the flow of conversation with their customer.  

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    Widson Reis

    Zendesk Product Manager

    Hi Kara,

    I understand the problem you are trying to circumvent, as Zendesk does not offer (yet) a full PCI compliant solution. However I'm not sure what we could use as a trigger for auto pausing/resuming the call recording. Could you give us more details about your typical use case?

    Thanks, 

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    Kara Glover

    Hi Widson, 

    Thank you for responding so quickly.

    My previous experience, using other platforms, with auto pause and resume for call recording has been triggered by the customer or agent verbalising a sequence of numbers that the recording system recognises could be a credit card, eg. verbalising '5313' would pause the recording and resume after 10 seconds or once the series of numbers ends. 

    I've also worked with a system that integrated with the payment portal, anytime the payment portal was displayed but the agent it paused the recording and resumed again when the payment portal was not active.

    I hope this helps

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