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When an agent transfers a call that is being recorded to a third-party outside of VCC, by default, the call recording continues. Contact your account manager to configure call recordings to stop if required.
Call recording
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control in ContactPad
If you want greater flexibility over the recording of calls (usually for regulatory reasons), agents call recording control is enabled for your account, all agents in your account can stop (pause) and start (resume) a call recording part way through using a call recording toggle during a call using a button in ContactPad. Contact your account manager to enable the call recording toggle if available on your account.
For information on about using the call recording toggle button in ContactPad, see Pausing and resuming call recording.
If you need greater flexibility over the recording of calls (usually for regulatory reasons), request that admin users can determine which agents can pause and resume call recordings.
For information about configuring which agents can pause and resume call recordings, see Configuring individual users.
Accessing recordings
When a call is recorded, the recording is stored in VCC. For information about finding and listening to recordings, see Call Recordings.
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