Recording Pause and Resume

Pause and Resume is a critical part of a contact center recording strategy, especially for those that handle payments. What is Pause and Resume, and how does it work in Calabrio ONE?

Show Notes

How does Pause and Resume work, and why would any contact center need it?  Join Dave and Master Solutions Engineer Mark Bridge as they navigate the waters of Pause and Resume, especially in a contact center that handles credit card payments. They talk about how it knows when to stop and start the recordings, how it interacts with the billing system, and why it was invented in the first place.

What is Calabrio Shorts?

Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. No topic is off-limits as we cover frequently asked questions, industry trends and definitions, and yes, we will have fun doing it.

Dave Hoekstra: Hello everyone.

And welcome to another
episode of Calabrio shorts.

We have got a great topic today.

We are going to be talking about
pause and resume and what that

is and why anyone would care.

And joining me today from the
Calabrio stable of experts, here is

my friend and colleague mark bridge.

Mark is a master solutions engineer
for Calabrio and he is going to

enlighten us with his wisdom today.

Welcome mark.

Glad you're here.

Mark Bridge: Yep.

Go ahead to be here, Dave.

Thanks for the invite.

All

Dave Hoekstra: right, so let's
talk about pause and resume.

Okay.

It's it might not be the most exciting
of topics, but a lot of people out

there might be interested in what
exactly pause and resume means.

Now we're specifically talking about
the idea of pausing and resume.

Audio recordings, I assume, but go
ahead and fill us in a little bit

on what pause and resume is and
why anyone would need to know what

it does in a contact center space.

Mark Bridge: Yeah, absolutely.

Well, it's very important to, you
know, contact centers, even knowledge

workers that are being recorded, not
only for audio, but if we're capturing

screens, For the purposes of quality
management performance management.

Right?

So in a nutshell pause and resume
really provides contact centers with

the ability to prevent the capture of
personally identifiable information.

Or maybe if it's healthcare, as far as
the industry vertical, the avoidance of

personal health care information, right?

So re regardless of industry, it's
important that you will avoid the

capture of sensitive information.

This could also get into credit
card information as a really good

example that spans into payment
card industry, data security stance.

Right.

Dave Hoekstra: Yeah, absolutely.

So credit cards is kind of where this
all started is really where it's go.

And I, I think back to my early
call center days where pause

and resume, wasn't a thing.

We were, we were doing nothing.

And literally I, at the end of the day,
after taking a number of payments from

a number of customers, I would literally
just have a notepad in front of me.

Dozens of credit card numbers.

And I'm sure at some point
someone said, this is a bad idea.

So for PCI or payment card industry
compliance, this is a big deal because

what it physically does is it prevents the
credit card number from being recorded.

Correct?

Mark Bridge: Right.

So, so great.

If, if I could just talk about
the, the history briefly is that by

all means, cause because you hit,
you hit on something, you know,

certainly with the credit cards and,
and headsets and things like that.

So early on, you know, and, and
I I don't want to say grew up,

but I, I worked in some 9 1, 1.

Centers is part of the
telephone operations before.

So a lot of the nine 11 operators to
pause, they would mute the headset

and that's real typical and early
days of context centers, or they

unplug the two-prong Jack and plug
that back in if they needed to just

so something wasn't recorded on
the agent side of the conversation.

So really interesting to see how
that's evolved from manual controls.

And now.

The controls and automated controls,
but really, you know, I think a very

important takeaway is that Calabrio
has the tools built into all of our

applications that we offer and that
allow for automated pause and resume.

And that's very important because you want
your agents in the contact center space to

really focus on the customer experience.

Right.

Not worrying about if they have
to push a button for pause or do I

now need to resume the recording or
heaven forbid I forgot to do that.

So an automated capability
that Calabrio provides to our

customers with our solution.

Is incredibly important.

And again, I think the big thing is
you want to focus on that customer

experience and have your agents focused
and have the right mindset for customer

experience, not worrying about am I going
to capture something that's sensitive?

So we provide all the tools
that are necessary with our

solutions to facilitate that.

So

Dave Hoekstra: in a
nutshell, how does it work?

How, how does automated pause and resume
actually turn on and off the recording?

Mark Bridge: Yeah.

So the way that it works is first
of all, Calabrio offers with its

solution at no additional charge.

Calabrio recording controls and it's
offered a number of different ways for the

technical audience it's available via an
API or application programming interface.

We also offer a service woefully for
hybrid solutions at the server level,

or even at the agent desktop level and
something new that we just introduced as

there's been an evolution more towards.

Browsers in the contact center space
and applications that are browser based.

We just introduced a couple of
new events that allow customers

to invoke a pause or resume event,
right within browser code itself.

And they can target the API
for the technical folks.

They can target the desktop
or a localized server.

But again, for the it folks,
that's incredibly easy.

The agents don't have to
worry about that side of it.

So there's a number of different
methods that we provide that

allow for the automated.

Of pause and resume.

And that could be as simple as a,
a browser page opens or a specific

tab a URL or a link within the
browser itself, specific fields.

And we have services to back all that up.

And I think that's super important.

If you put yourself in the shoes of
any customer, you want that services

engagement to backup and in really.

Provide the depth of experience when
we go to address those solutions.

So if you're an existing
customer, as an example, you could

reach out to Calabrio support.

If you have a customer success manager,
you could engage the CSM or customer

success manager in that case, or reach
out to your local account team for

new customers, the pre-sales teams are
well-positioned and educated to really

help our customers solve these solutions.

Prior to anything going
into production whatsoever.

So we can perform all that
technical discovery and keep

everybody out of harm's way.

So we're not capturing any sensitive data.

Again, whether it's PII is one term.

I mentioned personally, identifiable
information or healthcare, they'll call

that personal healthcare information.

Again, depending on the industry,
but we're really in a position

to drive success for our
customers around pause a resume.

So we avoid the capture of that data.

We avoid any kind of regulatory
fines that may occur, or even

the litigation for that matter.

If a customer were to capture information
that they're not supposed to be kept.

All right.

Dave Hoekstra: So give me an example
of how one might set up a basic.

So how does the system
know to stop recording?

What, what, what, what
triggers that event?

What makes that, what, what,
how do we tell our system do not

record for the next five minutes?

Or how do we stop and start it?

How does that

Mark Bridge: work?

You know, the best example I could
give you, Dave is desktop tool.

That are constantly monitoring what's
happening on the agent desktop experience.

So if an agent goes to a specific
page or a payment page opens, we

can automatically detect that via
Calabrio smart desktop application.

We we know that by predefining what the
addresses are or maybe specific fields

or applications, but the intelligence
at the desktop level is really the level

of automation that we have that can
really solve this for contact centers.

Dave Hoekstra: So essentially it works
like this, the agent clicks on the

field in their billing system or CRM.

Coded as the credit card number.

And that particular code sends a signal to
our recorder that says stop don't record.

Then when they exit out of that, it
sends a signal back and says, start up.

That's probably a very simplified example,
but that's the way it essentially works.

Correct.

That's a

Mark Bridge: great explanation of it.

It's the intelligent that desktop
tools and the scenarios that we've

been discussing Dave is where
Calabrio is capturing the audio.

And we know we're very big in the cloud
and the contact center as a service space.

And in a lot of the partners
that we integrate are actually

doing the pause, a resume and
sending the recording to Calabrio

so one of the things that we also
have to take into account for our

customers is we have to understand.

When a recording has been paused,
what's the duration of that.

And we can then take those details and
then send them down to the desktop to

ensure that when the screen recordings
are actually built, there are one.

Or the any kind of mood, any kind
of data would be redacted from

the screen recording file itself.

And it aligns perfectly with
the audio that has been provided

by C CAS providers as well.

Dave Hoekstra: Yeah.

You make a good point too, cause we're
not just always talking about audio.

We might be talking about
the screen recording as well.

We could even be getting into
very, very weird applications

when we start talking to.

Personal identifiable information
around healthcare and HIPAA

regulations and things like that too.

And ultimately the, the goal
behind pause and resume is

compliance and protection, right?

That if you are not physically
recording your customer, reading

a credit card number to you off
the phone, you do not have the

liability of storing that information
and having it accessible because.

I'm sure you could share a, a horror
story or two from your past where

information like that might've
been breached and it caused a real

headache for the organization.

I'm sure.

I won't put you on the spot
unless you know, something right

off the top of your head, but

Mark Bridge: there had been numerous
instances in my career as a contact

center specialist as well as at
Calabrio where customers have not

implemented the, the right tools and
have ended up having to pay fine.

And, and really got themselves
in a lot of hot water.

So we really try our best and again,
due diligence to mitigate any risk

whatsoever for our customers, right?

Whether they're existing customers
or new customers to acquire Breo,

it's very important that we have
the proper discovery and really

get into these types of issues.

So we help them avoid
those types of issues.

Dave Hoekstra: Yeah.

And I think the overlying point here
is that on the surface pause and resume

seems like a pretty easy concept,
but technically with today's with

today's fancy browser-based systems
and different desktop applications and

remote desktop applications and different
ways to dial in, it really is a smart

play to engage the collaborative team.

To make sure that you truly, we truly
have the capability of doing you

know, compliant, pause and resume.

We can always stop and start things.

So I guess it's like, imagine if
there was a person sitting there

listening to every call and we're
about to say a credit card I'm under.

And they're done.

Okay.

That's basically what we're giving on
just one at a very automated level.

And I know we've

Mark Bridge: talked about payment
card industry, so, you know, the

important thing for customers to know
too in contact centers is Calabrio

does not process credit cards.

We're we're really a service provider.

Right.

However, we still have an add a
station of compliance from third party

auditor that really ensures that we
are compliant when it comes to payment

card, industry, data security standards
and we're HIPAA compliant as well as a

company as we should be in this space.

Right?

Dave Hoekstra: Absolutely.

Well, so before we get outta here,
anything else that you feel is

important to mention about pause
and resume a PCI payment industry,

anything along that along those lines?

Mark Bridge: No that we have your
back as a customer, or whether you're

a future customer of Calabrio or an
existing customer, we have your back

and we have the right staff services and
tools to drive a great customer expect.

Dave Hoekstra: Couldn't agree with
it more that's, that's kinda what

makes, what makes the difference for
us in a, in a lot of different ways.

So I do highly encourage
anyone who's listening.

If you'd like to understand more about
PCI or payment card industry compliance

and how that works check out the
working smarter podcast from Calabrio.

There is a great episode with PCI.

And they are they follow that.

And there's a really more
in-depth discussion about the

history and where it came from.

But as far as today, pause and
resume, this has been exactly what

I wanted to get out of this mark.

Thank you very much for joining us.

Mark Bridge: You're very welcome.

Thanks to Dave

Dave Hoekstra: and we appreciate it.

And we will see everyone on the next
episode of collaborative shorts.

Thanks everybody.

And have a great day.