If your phone number has the call recording setting enabled to allow agents to start and pause recordings, you will need to be aware of the limitations of this feature when transferring a call.
When performing a warm transfer (Talk first), the agent receiving the transfer gets full control of the recording option, and can start or pause it as required.
However, when making a cold transfer (Transfer now), recording cannot be activated/deactivated after the call has been transferred. This means that any recording started before the cold transfer cannot be paused once the transfer is completed. For cold transfers, agents will need to pause the recording before transferring if they do not wish to continue having the call recorded.
Depending on your use case, working around this limitation may be crucial to maintaining compliance standards.
📚 Please visit Transferring Calls for more information on transfers.