Pause/resume recording

Pause/resume recording via Cisco phone

Agents may use their Cisco IP phones to pause/resume recording to comply with PCI requirements.

  1. Initial state (no calls in progress)

    MiaRec Phone Service on Cisco Phone

  2. Click the MiaRec phone services button to see Recording controls window.

  3. Click the Record button at the bottom to enable recording.

  4. Click the Pause button at the bottom to pause (mute) recording.

Possible errors

  1. Error No call in progress

    Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive this error message, verify that your call is shown in the MiaRec web portal.

  2. Error User is not configured in MiaRec

    Error User is not configured in MiaRec means that MiaRec recognized this phone, and there is a call in progress, but no user has been created in MiaRec. As a result, MiaRec could not verify a user's access permissions for recording control. Ask an administrator to create a user account in MiaRec for you.

  3. Error Recording control is disabled

    Error Recording control is disabled means that on-demand recording is disabled for this user. Ask an administrator to change recording settings from "record always" to "on-demand recording."

  4. Error Recording control is forbidden for user...

    Error Recording control is forbidden for user... means that your user account has no appropriate permissions to control on-demand recording. Ask an administrator to change permissions on your user's role profile.

  5. Error Pause recording is forbidden for your account

    Error Pause recording is forbidden for your account means that your user account does not have permission to pause recording. Ask an administrator to change permissions on your user's role profile.

Pause/resume recording using Cisco SPA series phone

Users may use their Cisco SPA series phones to pause/resume recording to comply with PCI requirements.

Soft key "MiaRec" is displayed on phone

Soft key MiaRec is displayed on Cisco SPA series phone when phone services are configured properly.

MiaRec Phone Service on Cisco SPA series phone

Recording controls (Pause/Resume soft keys)

Click the MiaRec phone services button to see the Recording controls screen. Press "Pause" softkey button to pause (mute) recording.

MiaRec Phone Service on Cisco SPA series phone

Press Resume button to resume (unmute) recording.

MiaRec Phone Service on Cisco SPA series phone

Login to MiaRec phone services from phone

When you access the MiaRec phone services the first time from the phone, then the login page is displayed (see the following screenshot). You need to provide the PIN to access the phone services. This is the same PIN as configured on your user profile in MiaRec web portal.

MiaRec Phone Service on Cisco SPA series  phone

Possible errors

  1. Error No call in progress

    MiaRec Phone Service on Cisco SPA series phone

    Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

  2. Button Pause/Resume or Record/No Record is not shown.

    MiaRec Phone Service on Cisco SPA series phone

    Pause/Resume and Record/No Record buttons are not shown when your role profile does not have appropriate permissions. Ask an administrator to change permissions on your user's role profile.

  3. Error Insufficient permissions

    MiaRec Phone Service on Cisco SPA series phone

    Error Insufficient permissions means that your user role profile does not have Phone services permission. Ask an administrator to change permissions on your user's role profile.

See also:

Pause/resume recording using Mitel phone

MiaRec integrates with Mitel 6800 series phones (previously known as Aastra) to provide pause/resume recording control using softkey for PCI compliance.

The photos below show Mitel 6867i phone integrated with MiaRec XML application in action.

Mitel MiaRec softkey

Users can press Pause and Resume softkey buttons to temporary mute recording, for example, when customer speaks credit card number.

Mitel pause/resume recording softkey

See also:

Pause/resume recording using Polycom VVX phone

Users may use their Polycom VVX phones to pause/resume recording to comply with PCI requirements.

  1. Soft key MiaRec is displayed on Polycom VVX phone when phone services are configured properly.

    MiaRec Phone Service on Polycom VVX phone

  2. Click the MiaRec phone services button to see the Recording controls window. Press "Pause" softkey button to pause (mute) recording.

    MiaRec Phone Service on Polycom VVX phone

  3. Press Resume button to resume (unmute) recording.

    MiaRec Phone Service on Polycom VVX phone

Login to MiaRec phone services from phone

When you access the MiaRec phone services from your phone the first time, the login page is displayed (see the following screenshot). You need to provide the PIN to access the phone services. This is the same PIN as configured on your user profile in MiaRec web portal.

MiaRec Phone Service on Polycom VVX phone

How to close MiaRec phone services screen

To exit the MiaRec phone services screen, click the More button a couple of times until you see the Exit button. See the following screenshot for details.

MiaRec Phone Service on Polycom VVX phone

Possible errors

  1. Error No call in progress

    MiaRec Phone Service on Polycom VVX phone

    Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

  2. Button Pause is not shown.

    MiaRec Phone Service on Polycom VVX phone

    Pause/Resume buttons are not shown when your role profile does not have appropriate permissions. Ask an administrator to change permissions on your user's role profile.

See also:

Pause/resume recording using Yealink phone

MiaRec integrates with Yealink phones to provide pause/resume recording control using softkey for PCI compliance.

The photos below show example of Yealink T46S and T48S with MiaRec XML application in action

Yealink T46S / MiaRec softkey integration

Users can press Pause and Resume softkey buttons to temporary mute recording, for example, when customer speaks credit card number.

Yealink pause/resume recording softkey

Yealink T48S / MiaRec softkey integration

Yealink pause/resume recording softkey

See also:

Pause/resume recording via Web portal

Agents may use MiaRec web-portal to pause/resume recording to comply with PCI requirements.

MiaRec Pause/resume recording

Pause/resume recording via API

MiaRec provides REST API which may be used by third-party application to pause/resume recording.