Agents can manually pause and resume the call recording during active voice interactions with customers to avoid recording sensitive information, such as customer credit card information. When supervisors listen to the playback of the recording, they can hear silence when the recording is paused.

Agents can use the Pause and Resume recording buttons on the Interaction Details widget in Avaya Workspaces to pause and resume the call recording. However, the Pause and Resume recording options are available only to customers who have purchased the Avaya Voice Recording option.

Avaya Workspaces also supports the pause and resume functionality in call transfers and consultation calls.

Status of call recording

At any time during the voice interaction, agents can see the recording state on the Avaya Workspaces user interface. The recording state can be active or paused. A visual indication on the agent work card indicates the recording state of the interaction. A red recording icon on the agent work card indicates that the recording is active and the call is being recorded. If there is no red recording icon, it indicates that the call recording is paused.