Enable secure pause and resume of call recordings

Your organization can record calls for training and quality purposes. If your organization prefers not to record any sensitive information in call recordings, then you must enable your agents to pause and resume voice call recordings during an interaction. 

To enable secure pause and resume of call recordings in Salesforce:

  1. On the Setup Home page, search for Permission sets in the Quick Find box and select Permission Sets.
  2. From the list of permission sets, click Clone for the Contact Center Agent (Partner Telephony) permission set.
  3. Enter a name for the new permission set and click Save.
  4. Select the new permission set from the list of permission sets and click App Permissions.
  5. Click Edit.
  6. To pause and resume call recordings, select the Control Call Recording option.
  7. Click Save twice to confirm the permission changes.

Ensure to assign the new permission set to your users. For more information, see Assign permissions sets to Service Cloud voice users.