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

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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