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On-demand recording and pause/resume

Most organizations record conversations automatically. Two controls change that behavior during a conversation that is still in progress:

  • On-demand recording — when a user's recording mode is On-demand, the choice to keep or discard the recording is made during the conversation instead of automatically.
  • Pause/resume — recording can be paused for a short period so that sensitive details, such as payment card numbers, stay out of the recording (a common PCI compliance practice).

Note

Whether you see these controls is decided by your administrator: the recording mode is set on your user profile, and the Control on-demand recording and Pause recording permissions are granted per role. See Recording settings in the Administration Guide.

From the portal

Open the conversation's detail page while the conversation is in progress — for example, from the Active Conversations tab of the Conversations list. The Call Status panel shows the live state of the recording.

Keep or discard an on-demand recording

For a user in on-demand mode, MiaRec captures the conversation from the very beginning; your choice decides whether the recording is kept. The On-demand recording row of the Call Status panel shows one of two states:

  • Recording will be discarded — the default until someone triggers recording. Click Enable Recording to keep the recording, including everything said before you clicked.
  • Call is being recorded — the recording will be kept. Click Disable Recording to discard it.

Pause and resume

The Recording State row of the Call Status panel controls pausing:

  • Click Pause Recording before the sensitive part of the conversation.
  • While paused, the panel shows Recording is paused; click Resume Recording to continue recording.

From phone keys

The same controls are available directly on supported desk phones (Cisco, Polycom, Yealink, Mitel/Aastra, and others), without opening the portal: softkeys on the phone screen toggle on-demand recording, pause and resume, and show the recording status of the active conversation. Depending on how the service is configured, you sign in to it with a PIN set on your user profile or with your web-portal password.

Phone-side setup is done by your administrator — see the Soft Key Integration Guide for the supported phone models.