Service Cloud Voice Implementation Guide
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Disable Call Recording
Configure an Amazon Connect flow to disable recording for a voice call.
There are times when you don’t want to record a voice call. Follow these steps to disable call recording and to disable the Recording control for agents in the Omni-Channel widget. With the Recording control disabled, agents understand that the call isn’t recorded and aren’t able to toggle recording on or off.
This configuration applies to these telephony models:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
This feature is available in Spring ’24 and later releases.
This example explains how to configure a sample flow to disable call recording for a voice call that goes through the flow.
To run through this example:
- You must be an AWS admin with the ability to create flows in Amazon Connect.
- You must be a Salesforce admin.
To configure a flow so that voice calls aren’t recorded:
- From the Amazon Connect console, select Routing > Flows.
- Select the name of the flow.
- If the flow has a Set recording and analytics behavior block, confirm that Call recording is set to Off.
- Add a Set contact attributes flow block to the flow, or edit an existing Set contact attributes block.
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Add these attributes to the Set contact attributes flow block:
- Namespace: User defined
- Key: callRecordingDisabled
- Select Set manually and set the value to true.
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Save your changes.
Whenever a call comes in through this flow, the voice call isn’t recorded, and the Omni-Channel widget accurately reflects the recording state.
