How to add a Mute Recording button to the agent screen

Adding the Mute Recording button to the agent screen is a single campaign setting. Once it is on, agents get a control to pause a recording mid-call, which is handy for masking a card number or any moment that should not be captured. This walks through enabling it and the one gotcha that can keep the button from appearing.

The steps

1. Open the Campaign you want to change in the admin interface and go to its detail view.
2. Find the Mute Recording Button option in the recording-related settings.
3. Set it to Y. The default is N, so it is off until you change it.
4. Save the campaign and have an Agent refresh their session to load the new screen.

Once enabled, the MUTE RECORDING button shows up on the agent screen directly below the existing recording button. Agents click it once to mute the live recording and again to resume; while muted, the system records silence or pauses the recording entirely. There is no per-agent toggle to set; enabling it on the campaign turns it on for every agent working that campaign, so you control it at the campaign level rather than the user level.

The gotcha that hides the button

flowchart TD
  A[Set Mute Recording Button to Y] --> B{Recording DTMF Muting enabled}
  B -->|Yes| C[Mute Recordings disabled automatically]
  C --> D[Button does not appear]
  B -->|No| E[Button appears on agent screen]
  E --> F[Agent can mute and unmute]

If you set the option to Y but the button never shows up, check Recording DTMF Muting on the same campaign. When DTMF muting is enabled, the Mute Recordings feature is disabled automatically, and the button will not appear no matter what you set. The two features handle the same job in different ways, so the system only lets one of them run per campaign. If you genuinely want the agent-controlled button, you have to leave DTMF muting off here. This is the single most common reason the button seems to vanish after setup, so check that setting first before assuming something is broken or that the agent needs to refresh again.

Decide up front which model fits the work. If agents reliably know when to mute and you want them in control, use the button. If you want keypad entries masked automatically without anyone clicking, use DTMF muting instead. For the trade-offs, see DTMF muting versus the Mute Recording button.

Brief the agents

Turning the button on is half the job; the other half is telling agents how to use it. Two rules to pass along: mute only for the sensitive part and unmute right after, and never leave a recording muted for more than 15 minutes at a time. A muted call still counts as a recorded call for Call recording purposes, so the goal is a clean file with just the sensitive seconds removed, not a mostly empty one. It also helps to tell agents what the button does to the audio: while muted, the recording captures silence or pauses outright, so there is no partial capture of the masked moment to worry about. A quick floor walkthrough during a shift change is usually enough to get the habit to stick.

For the full behavior of the control, see how the Mute Recording button works, and for how this fits the rest of recording setup, see our call recording guide.

Want this set up without digging through campaign settings yourself? Check our pricing and we will configure recording the way your compliance team needs it.