Overview
The Pause Call Recording feature allows you to temporarily stop the audio recording of an active call with a single click. This is essential for handling sensitive information such as payment details or personal data, ensuring compliance with privacy regulations, or simply providing a private moment within a recorded conversation.
Key Functionalities
Real-Time Control: Instantly pause and resume call recording during an active conversation.
Permission-Based Access: Requires the Pause Call Recordings user permission to be enabled.
Toggle Interface: Simple toggle control located in the Live Call panel.
Number-Specific: Only works if your inbound and outbound phone numbers are configured to record calls.
How to Pause a Call Recording
Prerequisites:
Your user role must have the Pause Call Recordings permission enabled.
Step 1: Access Call Controls
While on a live call, click the Controls button in the call interface.
Step 2: Toggle Recording
The Live Call slide-out panel will appear.
Locate and click the Recording icon/button.
This will toggle the recording state between Paused and Recording.
The interface will typically indicate the current recording status.
Best Practices
Communicate with the caller: If pausing for privacy, briefly inform the caller that recording has been paused and will resume shortly.
Use for sensitive information: Pause recording before discussing credit card numbers, social security numbers, passwords, or other confidential data.
Document the pause reason: Add a note to the lead record indicating why and when the recording was paused for future reference and compliance.
Resume promptly: Remember to resume recording once the sensitive portion of the conversation is complete to maintain a complete record.
Troubleshooting
Recording button is missing or inactive
Verify your user role has the Pause Call Recordings permission enabled by an administrator.
Confirm that the phone number used for the call is configured to allow recordings.Recording does not actually pause when toggled
There may be a slight system delay. Wait a moment and check the status again.
Refresh the RingResponse interface if the control seems unresponsive.Cannot resume recording after pausing
Click the Recording icon/button again to toggle it back to the recording state.
Ensure you are still on the active call; the feature is only available during live conversations.Unsure if recording is active or paused
Look for a visual indicator or status message in the Live Call panel that shows the current recording state.
When in doubt, assume the call is being recorded to ensure compliance.