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)

   

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.