Contents

Secure Pause Button

Requirements: The "Secure Recording Pause" Interaction Command Right determines if the Secure Pause button can appear on a toolbar. It also controls whether the Secure Pause command appears on a shortcut menu. The Secure Recording Pause Interactions Security right enables you to secure pause a recording of an interaction appearing in My Interactions.

Note: The Secure Pause button is enabled when you select the parent interaction (call), not the recording.

Icon

Location

Queue Control toolbar

Description

Click 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.

During a secure recording pause, 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. 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.

Tip: Pressing Secure Pause multiple times during a pause does not increase the duration beyond the maximum time limit.

Note: 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.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.