Enhance security and achieve PCI DSS compliance with the Pause and Resume Recording feature. Agents can temporarily pause recordings to prevent storing sensitive customer information, ensuring data privacy. Controlled via dedicated APIs, this feature allows real-time pause and resume actions. When reviewed in the VRS Interface, muted sections indicate where recordings were paused. Now fully supported for both Cisco and Expertflow Contact Centers, this feature ensures regulatory compliance while maintaining a seamless recording experience.
Limitations:
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Pause/Resume recording functionality does not have a user interface; it can only be controlled through APIs.
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For outbound calls in EFCX, the API requires the agent's extension instead of the customer's number to pause and resume call recording.
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Pause and Resume recording functionality is not supported in the High Availability (HA) solution. If the primary server goes down, the feature will not work on the secondary server.