Secure Pause

Using PureCloud Secure Pause

Important Note: Secure Pause can only be used by agents who are using a PureCloud phone.  Agents using a remote station or phone number should not use secure pause.

• While on a live interaction, the agent should access call controls by accessing the  Calls tab or Interactions tab .

• The agent will see all call controls including the secure pause  button:

To begin a secure pause the agent should click the secure pause  button.  When secure pause takes effect the icon will turn red and the secure pause timer will start in the interaction summary.

To end a secure pause the agent should click the secure pause  button again.  The secure pause timer will stop and the icon will return to its normal greyscale state.

View a Secure Pause Call Recording

• Secure pause call recordings can be located by searching the Interactions section of PureCloud like any other recording.

• When accessing a recording that contained a secure pause, the user will notice a pause symbol where the secure pause occurred.

By hovering over the pause icon, the user can see the duration of the secure pause.

When listening to the recording in PureCloud or once downloaded the user will hear a single beep in place of the time that was removed due to secure pause.

Secure pause can be started and stopped multiple times throughout the same call.

Test Call Recording: