---
schema_version: "1"
id: 32e9bbd453fe3b578d4719bbf0e2dc17ecc13c97e98f43d970261780a8e74d0c
title: Let Reps Pause and Resume Voice Call Recordings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_pt_setup_control_call_recording.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_control_call_recording.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3b856e16e684b4768bb690996bbe1cd79ab6a270aa1cec48c94f6c100da385af
description: Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Let Reps Pause and Resume Voice Call Recordings

Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate. 

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88111e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">To create permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">Manage Profiles and Permission Sets</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">To assign permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">Assign Permission Sets</td>

          </tr>
        </tbody>
      </table>

For more details about the rep experience, see [Honor Customer Privacy When Recording Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&release=264.0.0&type=5 "Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate.").

To let reps suspend and resume call recording, complete these high-level steps:

1. Make sure your telephony provider offers this feature and that it's configured properly. If your telephony provider doesn’t offer this capability, then reps can’t pause and resume call recording.
2. Clone the Salesforce Voice Contact Center Rep permission set for an Amazon Connect contact center or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set for a partner telephony contact center, and add the Control Call Recording user permission to it.
3. Assign the modified permission set to your users.

#### See Also

- [Create Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US)
- [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US)
- [Pause Call Recording to Honor Customer Privacy](https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&release=264.0.0&type=5 "Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate.")