Title:
Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)

Summary:
Requesting a RingCX feature that automatically pauses call recordings the moment an agent initiates payment collection, without relying on DTMF detection or manual agent actions.

Details:
Currently, RingCX requires agents to manually pause the call recording when collecting customer credit/debit card information. This introduces human error and increases PCI compliance risk.

In other platforms (e.g., Dialpad), recording can automatically stop during payment collection flows. The trigger comes from workflow context, not customer DTMF digits.

Issue:
RingCX does not have a trigger or system event that identifies when an agent has entered a “payment collection step,” nor does it automatically stop recording when the agent is viewing or executing a payment-related script block.

Symptom:
Agents can forget to pause recording, which may lead to PCI exposure.

Steps to Reproduce:

Agent begins payment collection.

Recording remains active unless manually paused.

Risk of PCI information being spoken or read aloud.

Affected Environment:
All RingCX Voice interactions involving card collection.

Cause:
There is currently no workflow/agent-script API event that:

Detects payment steps

Triggers automatic recording pause

Resumes recording when complete

Requested Enhancement (Resolution):
Add a system-level function triggered by workflow or script state:

When agent enters a script node labeled or typed as Payment Step, recording automatically pauses.

When the agent leaves the payment step, recording resumes.

Include audit log entries for compliance.