Enable Manual Pause & Live Listening

Overview

Pause recordings on demand during a payment to support PCI compliance, or at the customer’s request in line with GDPR regulations.

• Supports the customer right to privacy under GDPR.
• Helps protect sensitive card data in line with PCI compliance.
• Enables manual pausing in Teams meeting (where a dial pad cannot be used).
• Complements automated pause and resume rules.

Enabling the ClarifyGo Desktop Client

1. Login to the ClarifyGo web application with an account with the "Administrator" role assigned.
2. Navigate to Settings > Manage Users > Roles.
3. Click "Permissions" on the relevant role assigned to your end users.
4. Click the "Client" tab.
5. Check the "Allow" checkbox against "Run Desktop Client".

Downloading ClarifyGo Desktop Client

Download and install the "Clarify Client App".

Located in the top right corner of the ClarifyGo web application
 

Make sure your "Clarify Web Address" is configured for the URL of the web application (for example https://loopup.clarifygo.com/).Run the application the following interface is show.
 

Login with your ClarifyGo web application credentials.

Navigate to "Live Listening".

You are then able to benefit from the following functionality:

Live listening of Teams call or meeting (Click the recording session and hear the recording in near real time).

Pause and resume.

Troubleshooting

No recording sessions are being show in "Live Listening"

Make sure that the "Extension/Agent Number(s)" is set to the users Teams UPN. See below on the steps to achieve this.

1. Navigate to Settings > Manage Users > Users.
2. Find the relevant user and click the "Options" drop down.
3. Click "Edit"
4. Find the "Extension/Agent Number(s)" heading and select the user
5. Click "Save"