mute-recording

name	mute-recording
description	Mute or unmute call recording in real time via the Voicenter Mute Call Recording API

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Help the developer integrate real-time recording mute/unmute into their CRM — so agents can pause recording when a customer provides sensitive information (credit card, ID number, etc.).

When to use this skill

Use this skill when the user wants to:

• Add a "Pause Recording" button in their CRM for PCI-DSS compliance
• Automatically pause recording when an agent opens a payment form
• Mute recording for a specific call by its ID (ivrid)
• Mute all calls on an extension (when the agent enters a sensitive mode)
• Resume recording after sensitive data entry is complete

Environment Variables

VOICENTER_MONITOR_SERVER=https://monitor1.voicenter.co
# Replace "monitor1" with your account's actual monitor server.
# Get the dynamic server from the Real-Time API connection URL, or contact Voicenter support.

How it works

• Send a mute request by extension to mute all active calls on that extension.
• Send a mute request by call ID (ivrid) to mute one specific call.
• Set state: "0" to unmute and resume recording.

⚠️ Dynamic Monitor Server

The endpoint uses a dynamic monitor server assigned to your account. URL format: https://<monitorX>.voicenter.co/api/MuteUnmuteCalls

To get your account's monitor server:

• From the Real-Time API: the socket connection URL contains your monitor server hostname
• Or contact Voicenter support to get your static monitor server name (e.g. monitor1, monitor2)

---

Mute by Extension

Mutes all active calls on the given extension SIP code.

Note: If the agent makes a new call after this request, that new call will not be muted automatically — send another mute request.

POST-JSON

{
  "extension": "SIPSIP",
  "state": "1"
}

GET

https://YOUR_MONITOR.voicenter.co/api/MuteUnmuteCalls?extension=SIPSIP&state=1

Field	Required	Values
extension	✅	SIP code of the extension
state	✅	"1" = Mute, "0" = Unmute

---

Mute by Call ID (ivrid)

Mutes one specific call by its unique Voicenter call ID.

POST-JSON

{
  "ivrid": "202406011200abc123def456",
  "state": "1"
}

GET

https://YOUR_MONITOR.voicenter.co/api/MuteUnmuteCalls?ivrid=202406011200abc123def456&state=1

Field	Required	Values
ivrid	✅	Unique call ID from Click2Call response, CDR Notification, or Real-Time events
state	✅	"1" = Mute, "0" = Unmute

---

Response

{
  "ErrorCode": "200",
  "Message": "Success",
  "ActionID": "14d3b31988b247be8ff5818d1cadc3d3"
}

Field	Description
ErrorCode	"200" = success
Message	"Success" on success; "UniqueIvrID not found" if ivrid is wrong; "Parameters are not valid..." if params are malformed
ActionID	Unique ID of this mute action

---

TypeScript Implementation

const MONITOR_SERVER = process.env.VOICENTER_MONITOR_SERVER!; // e.g. 'https://monitor1.voicenter.co'

interface MuteResponse {
  ErrorCode: string;
  Message: string;
  ActionID: string;
}

async function muteByExtension(extension: string, mute: boolean): Promise<MuteResponse> {
  const res = await fetch(`${MONITOR_SERVER}/api/MuteUnmuteCalls`, {
    method: 'POST',
    headers: { 'Content-Type': 'application/json' },
    body: JSON.stringify({ extension, state: mute ? '1' : '0' }),
  });
  if (!res.ok) throw new Error(`HTTP ${res.status}`);
  const data: MuteResponse = await res.json();
  if (data.ErrorCode !== '200') throw new Error(`Mute failed: ${data.Message}`);
  return data;
}

async function muteByCallId(ivrid: string, mute: boolean): Promise<MuteResponse> {
  const res = await fetch(`${MONITOR_SERVER}/api/MuteUnmuteCalls`, {
    method: 'POST',
    headers: { 'Content-Type': 'application/json' },
    body: JSON.stringify({ ivrid, state: mute ? '1' : '0' }),
  });
  if (!res.ok) throw new Error(`HTTP ${res.status}`);
  const data: MuteResponse = await res.json();
  if (data.ErrorCode !== '200') throw new Error(`Mute failed: ${data.Message}`);
  return data;
}

PCI-DSS Payment Flow Pattern

// 1. Agent clicks "Enter Payment Details" in CRM
async function onPaymentFormOpen(agentExtension: string) {
  await muteByExtension(agentExtension, true);
  console.log('Recording paused — payment data not recorded');
}

// 2. Agent collects credit card info (this portion is not recorded)

// 3. Agent clicks "Done" in CRM
async function onPaymentFormClose(agentExtension: string) {
  await muteByExtension(agentExtension, false);
  console.log('Recording resumed');
}

Tips

• Use mute by ivrid for precision when an agent has multiple concurrent calls (conference, attended transfer).
• Use mute by extension for simple single-call scenarios where you don't have the ivrid handy.
• The ivrid for a live call is available from the Real-Time API (ExtensionEvent) or from the Click2Call response CALLID.
• Mute state is reflected in:
  • recording.IsMuted field in Real-Time ExtensionEvent
  • isMuted field in Pop-Up Screen webhook payload
  • The CDR recording metadata after the call ends
• Compliant with PCI-DSS requirements for protecting cardholder data during voice transactions.

Related Skills

• Real-Time API — Get ivrid of the current live call and monitor mute state changes
• Click2Call — The CALLID returned is the same as ivrid for mute requests
• Active Calls — recording.IsMuted field shows current mute state per extension
• Pop-Up Screen — isMuted field in the popup payload reflects real-time recording state