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

Informational

Message ID

MC1065107
View in Admin Center

Services

Dynamics 365 Apps

Details

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.