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Genesys Cloud – Secure pause available on all call types

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2026-01-12 - Aha! idea

In a future release, secure pause will be available on all call types, including ACD calls, non-ACD calls, inbound and outbound calls, and callbacks to DID numbers assigned to outbound campaigns. Previously, agents could only use secure pause on ACD calls.

This change removes a compliance gap by ensuring that agents can pause recordings whenever sensitive payment information is shared, regardless of how the call reaches them. By extending secure pause to all call types, reports and recordings no longer capture credit card details during callbacks or other non-ACD interactions. This process provides a consistent experience for agents, supports required PCI and legal standards, and reduces the risk of exposing sensitive customer data during legitimate payment collection.

What is changing

  • Secure pause is available on all calls, including ACD, non-ACD, inbound, outbound, and DID-based callbacks.
  • Agents can pause and resume recordings during payment collection on any call type.

What stays the same

  • Secure p\Pause behavior and usage remain unchanged.
  • Agents must still manually activate Secure Pause when collecting sensitive information.

This update ensures that agents can securely handle payments on every call, helping organizations meet compliance requirements and protect customer data across all voice interactions.