Documentation:HTCC:GPA:GPAVoiceRecord:8.5.2DRAFT

Recording a Call

Recording calls

The Call Recording functionality enables you to record the current conversation with a customer or an internal caller. To record a call, you click the Record button or choose an action from the drop-down list box. Need a scenario for why an agent would record a call? Security reason?

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The following table describes the actions you can perform:

Button	Action	Description
File:Placeholder.png	Records the call.	After you click the Record button, the call status indicator is red (File:Placeholder.png). You will notice that the Record button is now the Pause button.
File:Placeholder.png	Stops the recording.	After you stop the recording, the call status indicator is green and the Pause button returns to be the Record button.
File:Placeholder.png	Pauses the recording.	When you pause the recording, the Pause button becomes the Resume button.
File:Placeholder.png	Resumes the recording, after you paused it.	The recording continues until you pause or stop the recording.