Secure Pause a Recording

Requirements: See Secure Record Pause.

You can use Secure Pause to avoid recording sensitive information, such as a Social Security number or credit card number, when you are connected to a call interaction. This procedure assumes you are currently connected to a call. You do not have to be currently recording the call interaction.

To secure pause a recording:

During a call interaction, click Secure Record Pause.

Result: Your recording of the interaction (and all recordings by any other monitors of this interaction) are paused for a configured period of time. The Secure Pause button displays a countdown timer of how long all recordings will continue to be paused. The Secure Pause does not end until the timer reaches zero.

You can press Secure Pause again during a pause to reset the countdown timer to the maximum duration of a pause.

Tip: Pressing Secure Pause multiple times during a pause does not increase the duration beyond the maximum time limit. The maximum duration of a Secure Pause is configured in Interaction Administrator. Contact your CIC administrator if you have questions about the length of a Secure Pause.

Note: Interaction Client stores the recorded conversation in a .wav file, and sends it to you in an email message attachment after you end the call. The final recording contains a beep to indicate secure (non-recorded) segments. The recording does not play silence during the secure pause segment. These segments are omitted from the recording.