Configure pause recording on hold

You can stop the caller’s side of a call from being recorded during a hold by enabling the Pause Recording On Hold feature. When a hold event is received from an employee, recording is masked until the employee returns to the call.

Procedure

In Enterprise Manager, click Recording Management > Data Sources.
Select a phone data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..
Click Advanced Settings, then click Add.
Enter PauseRecordingOnHold in the Key field and True in the Value field.
Click Save.

See the Call Flow Guide for details about the recordings that will result from different scenarios when this feature is enabled.