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Pausing Call Recording Mid-Call for PCI Compliance

Related products:Voice
  • February 10, 2020
  • 9 replies
  • 7 views
J

We are a call center that processes credit cards over the phone. For PCI compliance purposes, we cannot store customer credit card information. Unfortunately, Zendesk does not appear to have an on/off toggle for call recording. We would still like to have call recording for QA & records, but we're forced to shut it off entirely because we cannot break PCI compliance. The dream is simply a "mute" or "on/off" button that toggles call recording, making the call recording "go dark" or "quiet", simply NOT recording during that timeframe. Has anyone else had this request/issue, or found a work-around?

    9 replies

    V
    • Victoria23
    • September 22, 2020

    Did you get any response to this? We need this too.

    M

    This is something we need as well - any updates Zendesk?

    Nicole17
    • Nicole17Employee
    • Employee
    • May 14, 2021

    Hi Margaret - 

    No updates to share at this time. We're continuing to collect votes and information on this issue to determine how significant of an issue it is, how many users this impacts, and how high of a priority it should be. As you can see, we have not received much feedback about it to date. 

      Jarrod14
      • Jarrod14
      • March 1, 2023

      We need it too. Only see paid 3rd party options for post-call redaction and that won't suffice anyway. We'll have to turn call recording off

      O
      • OTG
      • March 7, 2023

      Looking for the same solution.  Can I ask why post-call redaction isn't good enough?

      Ivan39
      • Ivan39
      • July 25, 2023

      Hello all

      Is there a workaround you have implemented for this? 

      regards

      S
      • Sean41Employee
      • Employee
      • July 26, 2023

      Hello,

      Regarding the specific question on pausing recording, please see here for instructions. In 2024 we will be offering the ability to take CC via our telephony solution. 

      Thanks,

      Sean

      J
      • Joanne13
      • September 10, 2024

      Hi All,

       

      Do we have an update on Zendesk Talk to auto pause and resume call recording for PCI?

       

      Thanks

      Rohan Gupta
      • Rohan GuptaProduct Manager
      • Product Manager
      • September 11, 2024

      Hi Joanne,

       

      The ability for agents to pause call recording via a toggle in call console is already available. 

      However, I would like to drill-in a bit more on auto pause. 

      Is the case where call needs to be transferred to a third for collecting the payment should the recording auto-pause? or When the agent is collecting cc information on the call the recording should auto pause? 

       

      Thanks

      Rohan

       

        

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