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CX Route supports the manual pausing/unpausing of audio recording by an agent on a call.

To enable this feature:

  • Browse to the Program/Campaign you wish to edit.
    • Click Programs in the left-hand navigation bar
    • Click Campaigns

  • Scroll down on the details tab until you see this option:

    • By default, nothing is selected. The feature is not enabled.
  • Click Enabled
  • Click Update to save the change

During the call:

  • The agent will be presented with a Pause Recording button


  • Once the audio recording is paused, the agent can Resume Recording at any time




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