While there is no out-of-the-box UI support for this particular use case, there is an API to issue Secure Pause on any conversations with a specific permission -- Conversation > Recording > PauseOthers -- without being a participant in the call.
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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
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Original Message:
Sent: 06-25-2025 15:32
From: Natasha Hoefler
Subject: allow supervisors the ability to pause live recordings
I'm aware of the feature to enable agents to enable secure pause from their own interactions however my org is looking into a feature that would restrict this ability to supervisors.
Scenario:
Agent receives request to not record the conversation from the caller. They raise this enquiry to their supervisor who in turn disables the recording option for the live interaction.
Is this scenario possible? Fine if no.
Additional bonus question: Is there a way to configure an audio announcement when the recording is paused?
#SystemAdministration
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Natasha Hoefler
IT Engineer II
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