Configure Pause and Resume

To give agents the ability to pause and resume voice calls in the Agent deskptop application, the Pause and Resume feature must be enabled on application data source.

The behavior may differ from that of standard recording. For example, masked audio does not have a beep tone.

The Service Provider is responsible for this task.

Before you begin 

Create the Twilio Application data source

Procedure 

  1. In Enterprise Manager, go to Recording Management.

  2. Under Data Sources, select Settings.

  3. Select the Twilio Application data source.

  4. Under Advanced Settings, click Add.

  5. Create a Key named TwilioEnablePauseResume, with a Value of True.

    Advanced Settings Key Value pair

  6. Click Save.

Related topics 

Turn off pause and resume