Call Recording on Demand

Currently, the only way to a achieve this is to

1- Do the transfer you suggested.
2- Use live media streaming (KVS) you have control of the pause / resume
3- Timestamp the event and silence the section required in post processing

However, the real question is, what are you trying to do that needs pause/resume? PCI payments?

Thx
Dan

From the GPDR customers can revoke the agreement for CallRecordings in the same phone call and then you have as provider the issue to do that.
We also only provide a custom button in the CCP, that flags the current call recording to be deleted afterwards. As soon as the recording was written to the S3 bucket, a S3 notifier checks for this flag and delete the call recording if this flag is true.
For sure, this is not 100% compliant with the GDPR, but the recording will be deleted post-processing.

Edited by: ADiedler1979 on Apr 9, 2020 7:28 AM

Hi, thanks for the suggestions. The request is not payment info driven. We have a dept that requires some part of a conversation to be recorded but not the entire conversation. The calls begin with recordings turned off until the conversation is needed to be recorded.

Thanks

Thx for the use case. I’m not seeing a different way, other than the 3 called out in my last post. I’m sure we’ll see more options in the future, that’ll make this easier for you. Over the last few years many API enhancements have been made.

Hi MuaGS, I had the same problem and I solved it using Quick Connect capability (it's a work around). In a couple of words, in order:

Step 1) I created a new Transfer Queue contact flow (called "Start Recording") with the call recording block enable (Customer and Agent), that terminates with the Transfer Queue block

We'll use that Contact Flow in the Quick Connect definition

Step 2) I created 1 Queue x agent (called "Queue 1")
Step 3) I created 1 Profile Routing (called "Route 1") and set up the queue "Queue 1" in the Default Outbound Queue attribute
Step 4) I created 1 Quick Connect called "Connect 1" with type Queue; the Destination is "Queue 1" and as Contact Flow "Start Recording" (created in the Step 1)
Step 5) After having created the Quick Connect, I modified the Quick Connects attribute in the Queue "Queue 1" set up "Connect 1"
Step 6) I created 1 user as Agent and set up the "Route 1" as profiling route attribute

You have to repeat all the Steps from 2 to 6 for each Agent that potentially manage the outbound call (attention to the Service Quotas https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html).

In this way, when the Agent calls a Customer he can choose to start the call recording on demand selecting the Quick Connect. Of course, with 1 queue x agent when the internal-transfer is completed, the call returns to the original agent.

I hope this scenario may be feasyble and usefull also for you.
Regards,

Hello,

Thank you for the input and suggestion. This is give me a good foundation to start.

I appreciate it,
M

I am also looking for something like this.

We need to have the ability to cease recording if a customer wishes not to be recorded.

Currently our only option is to end the call and call the customer back from a separte line that is not recorded. This is not ideal and leads to poor customer service.

I have tried to use a quick connect to switch the "Set Call recording and Analytics behavior" to "none" but this has no effect.

This should be a fundamental function, simply being able to terminate the recording.

Has anyone got a workable solution?

With 80+ agents it is NOT workable to create queues and profiles for each agent to have them able to bounce the call that way. it needs to be functional to stop the recording easily and stay with the same agent.

After posting the original request back in Apr, I followed up with amazon and was made aware of this info hot off the press!

https://aws.amazon.com/blogs/contact-center/pausing-and-resuming-call-recordings-with-a-new-api-in-amazon-connect/

I was able to successfully implement and get this new API functioning.

Hope this helps someone needing a similar solution.