EC - Stop/Start Recording

Overview

The Call Recording Pause/Resume feature allows managers to temporarily stop call recording when collecting sensitive customer payment information over the phone. This ensures payment details are not captured in call recordings, while allowing the call itself to continue uninterrupted.

Once recording is paused, it must be intentionally restarted before normal call system functionality can resume. This safeguard helps ensure that call recording is resumed following the receipt of the sensitive information.

When to Use This Feature

Use the Pause Recording option anytime a customer is about to share:

• Credit or debit card numbers
• Bank account information
• Other sensitive payment details

This feature can be used:

• During inbound calls
• During outbound calls
• Multiple times within the same call, if needed

This feature should NOT be used for any instance other than when sensitive payment information is being provided.

Demo Video

Stop/Start Call Recording

How to Pause Call Recording

1. While on an active call, hover over the call timer.

   

2. A Stop Recording option will appear. Select Stop Recording.

   

3. A confirmation prompt will appear asking you to confirm that you want to pause the recording. Confirm Yes to proceed.

   

Once Paused:

• Call recording will pause immediately
• The call itself will continue as normal
• Ease Connect will be unusable until recording is resumed

This is intentional and ensures recording is not accidentally left off.

While Recording Is Paused

• The customer can continue speaking with you normally
• Payment information can be safely collected
• Call recording remains paused until you manually restart it
• Ease Connect will remain unavailable during this time as the call should only be paused while inputting payment information within the PMS.

How to Restart Call Recording

1. After payment information has been collected, return to the call timer.

2. Select Start Recording.

   

3. Recording will resume immediately.
4. Ease Connect functionality will be restored once recording is active again.

Important Notes & Best Practices

• Recording must be restarted to regain full Ease Connect functionality to resume.
• The system is designed this way to prevent accidental non-recorded calls.
• You can pause and resume recording multiple times within the same call if necessary.
• Always confirm recording has resumed before ending the call.

Why This Matters

This feature helps:

• Protect customer privacy
• Maintain compliance with payment security standards
• Reduce risk while keeping call handling smooth and uninterrupted