Call Recordings: Stop or mute conversations during the call

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My company will soon need a feature to allow stop the recording of the conversation or muting it while the call is in place and recorded.
This is necessary in case a customer has for example to give his card details and although the rest of the conversation should be recorded, those details should not.

Is it a planned feature in any way? Thanks a lot!
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Davide Biasco

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Posted 3 years ago

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Danno, Champion

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Not sure if you are doing automatic recordings or on-demand recordings.  But, on the on-demand recordings you can dial *9 to stop and rerecord the conversation in the same session.  You may also want to modify your On-demand Call Recording settings accordingly - but, be careful with the legal ramifications. 

There are also several vendors that provide call recording services for cloud-based applications, and a few offer the feature you are requesting.  The pricing is based on usage and they range from .04 to .20 CPMe.  Most require a contract and some require a MRC.  There may also be a storage fee for the recordings.
(Edited)
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Davide Biasco

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I am doing automatic recording but good to know that there is an alternative on the on-demand recordings. Would be nice to have the same for the automatic recordings though

Thanks also for the tip about external vendors, will check them out.
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Danno, Champion

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No problem.  Call recording has become a double-edge sword with businesses today.  From the legal aspect, simplicity, training, to storage and retrieval.  My suggestion for companies is to map out exactly what you are trying to achieve with the feature; detail exactly what you want to happen; include as many scenarios in the process; and then have the vendors entertain via an RFI.  It does require some effort and time but it always yields better results than selecting a source and then trying to make it work.  It's the "round peg in the square hole" syndrome. 

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