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Pause Call Recording

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Agents can pause a call recording when a caller shares sensitive information — such as payment card details or government ID numbers. The paused segment is not captured in the stored recording. Recording resumes when the agent unpauses it.

 

Note: Pause recording is available on all phone lines where call recording is enabled. It is on by default and cannot be turned off.

 

Pause and resume during a call

Only the primary agent can pause and resume recording. The primary agent is the agent who answered or initiated the call.

 

  1. During an active call, locate the 'REC' indicator in the top right of the call widget.
  2. Click the REC indicator to pause recording. A beep tone plays to all participants and the indicator changes to show recording is paused.
  3. Click the indicator again to resume recording. A beep tone plays to all participants and the indicator returns to its active state.

 

Note: The beep tone plays only when the pause or resume is successful. The paused segment is cut from the recording — there is no audio for that period and no beep tones. And the paused period does not appear in the transcript.

 

Pause recording in a conference call

  1. In a conference call, only the primary agent can pause and resume recording. All other agents see a read-only Recording Paused indicator and cannot control recording.
  2. If the primary agent leaves the call, the oldest remaining agent automatically becomes the primary agent and gains recording control. If the primary agent left while recording was paused, the new primary agent can resume it.
  3. Agents without recording control will see a tooltip on the disabled button explaining why:
     

Situation

Tooltip

Primary agent has paused; another agent hovers the button

Paused by <agent name>

Recording is active; another agent tries to pause

Only primary agent can pause

 

Pause metrics in the call detail report

Two metrics related to pause recording are available in the call detail report:

 

Metric

Description

Total Pauses

The number of times recording was paused on the call. Each pause-and-resume cycle counts as one pause.

Pause Duration

The total time in seconds that recording was paused across the call.

 

Note: Both metrics are per call, not per agent. If the primary agent paused three times for a combined 90 seconds, Total Pauses shows 3 and Pause Duration shows 90.