Hi Vincent,
Good to see ATB coming to the Genesys Cloud family. Secure Flow and Secure Pause are the two current ways to interrupt a recording from continuing. Particularly for Secure Pause, there's the Idea
WEM-I-476 we've accepted to allow a non-participant to administratively pause the recording, which you will probably need in order to trigger the pause that is based on real-time transcription. I anticipate that Idea being delivered in first half of 2022. But as Kevin says, you will probably need Genesys Cloud transcription to improve the chunking before it becomes practical for your use case.
Note that if PCI compliance is of concern -- e.g. taking credit card numbers -- I definitely would not recommend relying on speech analytics as the primary means to stop recording Sensitive Authentication Data (SAD). Even as significant performance improvements has been made to our engines recently, speech recognition is not 100% and therefore some SAD will slip through and gets recorded which violates PCI. We advocate Secure IVR Flow because not only it won't be recorded, the agent never gets to hear the credit card numbers which minimizes your breach surface.
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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
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Original Message:
Sent: 12-09-2021 11:57
From: Vincent Sabolboro
Subject: Call Recording - Stop call recording mid-call
@George Ganahl @Daniel Ho, Does GC have a different service other than secureflow or pausing/resume to stop recording? our business case is stop recording base on the words that has been spoken during the interaction ?
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Vincent Sabolboro
ATB Financial
Original Message:
Sent: 02-22-2021 12:17
From: Kelly Lewis
Subject: Call Recording - Stop call recording mid-call
Scenario call recording is setup on a trunk, with "Consent Required" enabled.
Caller accepts call recording in the call flow so call recording is started.
When the agent answers the call, the caller requests that call recording be stopped.
Is there a way to accomplish this such that the caller does not need to call back in?
#Unsure/Other
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Kelly Lewis
ATC IP LLC
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