Genesys Cloud - Main

Hi Mike,

In addition to Elisson's point, it may also be worth checking whether the interaction is definitely an ACD/queue interaction that matches the active recording policy, as Secure Pause depends on the interaction actually being recorded. It may also be worth quickly validating that the relevant Secure Pause permissions/roles are still present for the testing user, especially if this suddenly stopped working without any obvious changes.

Thank Elisson, the trunk might be the issue as we did have to migrate the number over recently and maybe they did not update this field.  Phaneendra I just checked the permissions and the test users still has the relevant permissions and the recording policy we utilise in testing has not changed but I have double checked them.  Will post back an update on the Trunk issue :-)

Hi Mike,

In addition to Elisson's point, it may also be worth checking whether the interaction is definitely an ACD/queue interaction that matches the active recording policy, as Secure Pause depends on the interaction actually being recorded. It may also be worth quickly validating that the relevant Secure Pause permissions/roles are still present for the testing user, especially if this suddenly stopped working without any obvious changes.

Thank you again guys, @Elisson Fernandes, I have marked yours as the best answer as the option had been turned off on the new trunk we moved too and updating that option as well as consent recording too. 

Thank Elisson, the trunk might be the issue as we did have to migrate the number over recently and maybe they did not update this field.  Phaneendra I just checked the permissions and the test users still has the relevant permissions and the recording policy we utilise in testing has not changed but I have double checked them.  Will post back an update on the Trunk issue :-)

Hi Mike,

In addition to Elisson's point, it may also be worth checking whether the interaction is definitely an ACD/queue interaction that matches the active recording policy, as Secure Pause depends on the interaction actually being recorded. It may also be worth quickly validating that the relevant Secure Pause permissions/roles are still present for the testing user, especially if this suddenly stopped working without any obvious changes.