Pausing and resuming call recordings with agent recording controls

Suite Professional, Enterprise, and Enterprise Plus

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, seeManaging call recording options in Talk.

To pause or resume a call recording

During a Talk call, click the pause button in the ticket call bar or the Talk console to pause call recording ().
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.

Talk call recording pause button

Note:If theCaller must opt-outsetting 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 theCaller must opt-insetting 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).

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