Dynamics 365 Contact Center – Pause or resume recording and or transcription via a client API – Voice SDK extensibility

Originally posted by Microsoft Apr 30, 2025 Uncategorized 0 Comments

We are announcing the “Pause or resume recording and or transcription via an API – Voice SDK extensibility” feature for Dynamics 365 Contact Center. This feature enables users to temporarily stop and restart call recordings and transcriptions programmatically, providing a compliant and secure way to handle sensitive interactions. This feature will reach general availability on May 30, 2025.

How does this affect me?

This feature provides the following key capabilities:

  • API-based Controls: Enables client-based programmatic pausing and resumption of call recordings and transcriptions.
  • Web Link Integration: Allows agents to easily manage recording and transcription settings within their workflow.
  • Visual Notifications: Displays real-time visual alerts to customer service representatives when recording and transcription are paused or resumed, ensuring clear visibility.
  • Regulatory Compliance: Helps organizations meet legal and industry requirements for handling sensitive data in customer interactions.
  • Operational Efficiency: Reduces compliance risks while maintaining seamless customer service operations.

What do I need to do to prepare?

This message is for awareness and no action is required.

Message ID: MC1065107

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Joao Ferreira

I've been working with Microsoft Technologies over the last ten years, mainly focused on creating collaboration and productivity solutions that drive the adoption of Microsoft Modern Workplace.

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