Genesys Cloud - Main

In this video, @Santosh Bhandari talks about how administrators can now allow agents to use secure pause on all voice calls, including non-ACD calls such as direct inbound and outbound calls and callbacks to DID numbers assigned to outbound campaigns. This update helps agents pause call recordings when they collect payment details or other sensitive information, which supports PCI and legal compliance and helps protect customers’ data. Previously, secure pause was available only on ACD calls.

Release Notes - https://help.genesys.cloud/release-notes/genesys-cloud/march-2-2026/#secure-pause-available-on-all-call-types-not-just-acd-calls

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