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

We'd also really like to be able to warm transfer where the customer is consulted too, eg. Introduce the customer to the internal/external number, then return to the customer to let them know that you're transferring them and who they'll be speaking with, then select transfer.

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.