Posted On: Jul 20, 2020
Amazon Connect now provides four new APIs that enable you to start, stop, pause, and resume call recording. Using the new APIs, you can control recording with a button from your custom agent user interface, build integrations to set recording behavior based on telephony attributes (e.g., area code), or pause and resume recording based on programmatic triggers. For example, when interacting with a CRM application, you can automatically pause call recording when an agent tabs into a field that accepts sensitive customer information, such as a credit card number. You can also provide agents the ability to manually turn on or off call recording to comply with regulations that require customer consent.