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Pause and Resume Buttons for Call Recording Missing in 8x8 Agent Console
8x8 Support

Pause and Resume Buttons for Call Recording Missing in 8x8 Agent Console

Symptom

Agent is missing the pause/resume buttons in 8x8 Agent Console despite the 'Agent is able to start and pause recording' setting being selected for the agent in Contact Center Configuration Manager.

Applies To

  • 8x8 Contact Center
  • 8x8 Agent Console
  • Contact Center Configuration Manager

Resolution

  1. Log in to Contact Center Configuration Manager.
  2. Navigate to Home > Users. Click Edit_Button3.png next to the affected agent to edit.
  3. Navigate to the Phone tab.
  4. Verify that the 'Agent is able to start and pause recording' is selected.
    'Agent is able to start and pause recording'.png
  5. Verify that there are values greater than 0 entered for inbound, outbound, and direct inbound calls under Automatic Call Recording.
    Automatic Call Recording.png
  6. Click Save.
  7. Log in to the Agent Console and verify that they now have the pause and resume buttons.
    Pause_Resume in GUI.png

Cause

The pause/resume buttons are not required if 0% of calls are being recorded for the agent.

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