The ability to pause and resume call recordings is essential in any contact centre, as it gives your agents manual control over what’s recorded in the system and what is left out. It allows them to comply with customer requests on data entry – for example, if they want to pause the recording before saying something confidential.
There are five ways in which agents can pause/resume calls in an enterprise telephony system:
- Using an Online Portal for Manipulating Ongoing Call Records
A contact centre solution’s agent UI will show the status of the call in progress and if the recording is turned on. Typically, call recordings will be turned on by default, which is why the pause/resume function is so important. The agent can simply click on the pause button, and click un-pause once they want to resume recording. Do keep in mind that the administrator may need to assign special privileges so that agents have the right to control recordings, in addition to the contact centre manager.
- Using the Telephony Device or Touchtone
A physical telephone also gives you the option to pause and resume call recordings. This will vary from provider to provider but is typically an alphanumeric combination comprising *, #, and multiple digits. In this method, the agent puts the customer on hold, initiates a new call, and dials the alphanumeric combination to pause call recordings. They should hear an automated message, confirming that the recording service is now paused. The agent can return to the customer, and once they want to resume recordings, they can repeat the process – this time entering the alphanumeric code to resume call recordings.
- Using a Mobile Application
This method for pausing and resuming call recordings is applicable when your agents use a softphone platform. The softphone application will include an indicator that tells you if the ongoing call is being recorded. The agent can simply press this button to pause the recording, and press it once again to resume it. Note that the positioning of the pause/resume button and recording indicator will vary based on the application in use.