Genesys Cloud - Main

Hello, we are currently using Genesys Cloud with PureCloud 3 User, and we would like to inquire about the possibility of stopping or pausing our call recordings. Is there a way to achieve this?

We have a specific group of employees who will be handling both outbound and inbound calls, and we would like to have the option to pause or stop the call recordings for them. 

During our testing, we noticed that there is a "Stop Recording" feature available. However, even after stopping the recording, we found that the recordings can still be heard when reviewing the interactions.

Hi Rob,

It looks like you're calling out using the calls "view" instead of the interaction view.
The recording feature when using "calls" saves the recording in the users inbox.
Since you also likely have recording enabled on the trunk you get recordings on the interaction, but these can't be controlled by the user.

https://help.mypurecloud.com/articles/record-a-call/

One solution would be to have them call out using a queue from the interaction view, then they can use Secure Pause to stop the recording.

If they need to show their personal number you can setup a queue that doesn't have Calling Party Number configured which will make them show the number configured on their profile.

Hello, we are currently using Genesys Cloud with PureCloud 3 User, and we would like to inquire about the possibility of stopping or pausing our call recordings. Is there a way to achieve this?

We have a specific group of employees who will be handling both outbound and inbound calls, and we would like to have the option to pause or stop the call recordings for them. 

During our testing, we noticed that there is a "Stop Recording" feature available. However, even after stopping the recording, we found that the recordings can still be heard when reviewing the interactions.

We pause our recordings in the middle of calls at times by clicking on the pause button, we then resume if you are looking to pause during a call.   I believe if you do not want anything recorded, they could use the other phone icon, my understanding is that icon does not record your conversation.

Hi Rob,

It looks like you're calling out using the calls "view" instead of the interaction view.
The recording feature when using "calls" saves the recording in the users inbox.
Since you also likely have recording enabled on the trunk you get recordings on the interaction, but these can't be controlled by the user.

https://help.mypurecloud.com/articles/record-a-call/

One solution would be to have them call out using a queue from the interaction view, then they can use Secure Pause to stop the recording.

If they need to show their personal number you can setup a queue that doesn't have Calling Party Number configured which will make them show the number configured on their profile.

Hello, we are currently using Genesys Cloud with PureCloud 3 User, and we would like to inquire about the possibility of stopping or pausing our call recordings. Is there a way to achieve this?

We have a specific group of employees who will be handling both outbound and inbound calls, and we would like to have the option to pause or stop the call recordings for them. 

During our testing, we noticed that there is a "Stop Recording" feature available. However, even after stopping the recording, we found that the recordings can still be heard when reviewing the interactions.