Genesys Cloud - Main

Hi all, 

I have been testing "Secure Pause" in our development enviroment and this was working great until today. When I try to click the icon it does not activate and nothing has changed. We have a recording policy set up to record all inbound conversations and before when I clicked this icon it turned red to indicate that the "Secure Pause" was enabled and i could then click it again to deactivate it. I have cleared my cache and restarted my computer but it appears that I still cannot activate this feature today. 

Hi all, 

I have been testing "Secure Pause" in our development enviroment and this was working great until today. When I try to click the icon it does not activate and nothing has changed. We have a recording policy set up to record all inbound conversations and before when I clicked this icon it turned red to indicate that the "Secure Pause" was enabled and i could then click it again to deactivate it. I have cleared my cache and restarted my computer but it appears that I still cannot activate this feature today. 

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.

Hi all, 

I have been testing "Secure Pause" in our development enviroment and this was working great until today. When I try to click the icon it does not activate and nothing has changed. We have a recording policy set up to record all inbound conversations and before when I clicked this icon it turned red to indicate that the "Secure Pause" was enabled and i could then click it again to deactivate it. I have cleared my cache and restarted my computer but it appears that I still cannot activate this feature today. 

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.

Hi all, 

I have been testing "Secure Pause" in our development enviroment and this was working great until today. When I try to click the icon it does not activate and nothing has changed. We have a recording policy set up to record all inbound conversations and before when I clicked this icon it turned red to indicate that the "Secure Pause" was enabled and i could then click it again to deactivate it. I have cleared my cache and restarted my computer but it appears that I still cannot activate this feature today. 

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.

Hi all, 

I have been testing "Secure Pause" in our development enviroment and this was working great until today. When I try to click the icon it does not activate and nothing has changed. We have a recording policy set up to record all inbound conversations and before when I clicked this icon it turned red to indicate that the "Secure Pause" was enabled and i could then click it again to deactivate it. I have cleared my cache and restarted my computer but it appears that I still cannot activate this feature today.