Pausing and resuming call recordings with agent recording controls

<p id="docs-hc-snippet" style="display: none;">If your admin turns onagent recording controls, you can pause and resume call recordings using the following procedure. This functionality helps you to remain legally compliant by preventing sensitive and personal end-user data from being stored in call recordings. Additionally, it gives more flexibility and control over how you manage privacy and data security for your voice channel.</p>
<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener">What's my plan?</a></div>
<div id="suite_pee" class="article-banner">
<table>
<tbody>
<tr>
<td><strong>All Suites</strong></td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div id="support_with_talk_pe" class="article-banner">
<table>
<tbody>
<tr>
<td><strong>Support with</strong></td>
<td>Talk Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">With agent recording controls, you can pause and resume call recordings to manage privacy and data security. If the caller opts out or doesn't opt in or if admins don't turn on controls for agents, the pause and resume buttons won't appear.</p>
</div>
<div class="body">
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> You are responsible for using the recording features in Zendesk Talk in compliance with all applicable laws. Certain jurisdictions may require End-User and Agent consent prior to initiating a recording. By turning call recording on, you agree that you have received such consent.</div>
</div>
<p class="p">If your admin turns on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266#:~:text=Allow%20agents%20to%20control%20call%20recording" target="_blank" rel="noopener">agent recording controls</a>, you can pause and resume call recordings using the following procedure. This functionality helps you to remain legally compliant by preventing sensitive and personal end-user data from being stored in call recordings. Additionally, it gives more flexibility and control over how you manage privacy and data security for your voice channel.</p>
<p class="p">If you pause and resume a call recording, the first part of the call recording is available immediately when you finish the call. The rest of the recording will be processed and added to the recording shortly afterwards.</p>
<p class="p">To set up call recording, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank" rel="noopener">Managing call recording options</a>.</p>
<p class="p"><strong class="ph b">To pause or resume a call recording</strong></p>
<ol id="id_4408820271002__ol_o2l_cdk_ckb" class="ol">
<li class="li">During a call, click the pause recording button (<img id="id_4408820271002__image_fsq_chk_ckb" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_recording_pause_icon.png" width="16">) in the ticket call bar or the call console to pause call recording.
<p class="p"><img id="id_4408820271002__image_d1w_sgk_ckb" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_recording_pause_controls.png" alt="Call recording pause in the ticket call bar"></p>
</li>
<li class="li">To resume recording, click the resume recording button (<img id="id_4408820271002__image_ryh_qjx_l3c" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_recording_resume_icon.png">).</li>
</ol>
<p class="p">The agent and the caller hear a beep to confirm that call recording has been paused or resumed.</p>
<p class="p"><img id="id_4408820271002__image_d1w_sgk_ckc" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_recording_resume.png" alt="Call recording resume in the ticket call bar" width="500"></p>
<p class="p">If the Caller must opt-out setting is configured on the same number as agent recording controls and the caller has pressed 3 to opt-out, then the agent won't see the pause and resume button (not applicable for digital lines).</p>
<p class="p">If the Caller must opt-in setting is configured on the same number as agent recording controls and the caller hasn't pressed 3 to opt-in, then the agent won't see the pause and resume button (not applicable for digital lines).</p>
</div>
<p>
<script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</p>