ContactStore Pause Recordings 1

[2259r]

Hi All,

Brilliant forum thats helped us so much over the last few months.

Quick question regarding ContactStore/VMPro ... In order to be PCI compliant we can't record customers credit card transactions. We run AVAYA Definity in our major call centres, but have taken on some sites with IPOffice already in situ, so are using that for the time being.

All our incoming and outgoing calls are recorded and passed to the VRL directory to be picked up by ContactStore.

Is there any way we can get the recording to stop when an agent wants to take a credit card payment over the phone?

Many thanks in advance for your help, its much appreciated.

 

[amriddle01]

Not if the recording is automatically started you can't

http://www.ipoffice.tel

 

[2259r]

Ok, thanks for your quick reply. Can cross that possibility off the list it seems.

... Any way of muting the recording for a period via any short dial codes or buttons at all?

Again it would have to be possible on an auto recorded call as we can't rely on the users starting their own recordings due to the volume of calls taken.

Thanks again.

 

[amriddle01]

Nope

http://www.ipoffice.tel

 

[kholladay]

You can in IP Office R8.

Pause Recording


This feature can be used to pause any call recording. It can be used during a call that is being recorded to omit sensitive information such as customer credit card information. This feature can be used with calls that are recorded both manually or calls that are recorded automatically.

The button status indicates when call recording has been paused. The button can be used to restart call recording. The system Auto Restart Paused Recording (System | Voicemail) setting can be used to set a delay after which recording is automatically resumed.

If the voicemail system is configured to provide advice of call recording warnings, then pausing the recording will trigger a "Recording paused" prompt and a repeat of the advice of call recording warning when recording is resumed.

• Software Level: 8.0+.

• Action: Advanced -> Call -> Pause Recording.

• Action Data: None.

• Default Label: PauseRec or Pause Recording.

• Toggles: .

• Status Indication: .



Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[amriddle01]

Yes it can, I forgot that....upgrade to R8 is the answer, assuming they can

http://www.ipoffice.tel

 

[2259r]

Cheers for that info, much appreciated