Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

"The Request to Unpause/Pause recording of the call failed" - Secure Pause Error

  • 1.  "The Request to Unpause/Pause recording of the call failed" - Secure Pause Error

    Posted 08-06-2025 20:12

    Hey All,


    We have a client who has been sporadically suffering from this error message over the past few months. We've got a ticket open with Genesys Support, but the game of 'Log Roulette' is becoming a strain on the customer. This issue is very unpredictable so it's virtually impossible to anticipate who we need to turn logging on for.

    Has anyone else had the same error? Is this possibly a known-issue? I can see in the Genesys Cloud Portal that a change is coming (Genesys Cloud Ideas Portal

    Aha remove preview
    Genesys Cloud Ideas Portal
    View this on Aha >

    ) to Screen Recording that "avoids the intense resource demand on the agent's desktop that causes locking, as well as optimizing the bandwidth use on the agent desktop." Could this be our root cause?

    Many thanks,

    Tom

     


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Thomas Overend
    ------------------------------


  • 2.  RE: "The Request to Unpause/Pause recording of the call failed" - Secure Pause Error
    Best Answer

    Posted 08-06-2025 21:03

    Do you have a recording policy in place for the agent calls?  Do you have a script that is pausing the recording for the agent?  As for screen recording, I would strongly suggest you use GCBA instead of the desktop client.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content