Pausing call recordings automatically while customers pay

What was going on

During discovery for the £2M programme, the sales teams flagged a compliance problem with phone payments. Reps had to manually pause Avaya call recordings when entering card details, resume them afterwards, and log the payment in NetSuite by hand.

Because the process was manual, mistakes happened. Occasionally that meant PCI non-compliance and inconsistent payment records. Automation was the only reliable fix.

What I was asked to do

Design and build an integrated solution that automatically pauses and resumes recordings when reps process payments through NetSuite. It had to give users clear feedback inside NetSuite, log audit events for compliance and handle failures gracefully, with alerts and logged errors.

What I did

• Chose Jitterbit Harmony as the middleware for its scalability and out-of-the-box JDBC support, which Avaya needed
• Integrated WorldPay with NetSuite using REST APIs and NetSuite’s SuiteTalk API for secure payment handling
• Wrote SuiteScript 1.0 and 2.0 event listeners in NetSuite that call Jitterbit with the active call ID and recording ID, which then calls the Avaya APIs to pause and resume
• Added toast notifications in NetSuite so reps can see the recording status during the payment
• Built error handling with failure alerts in the NetSuite UI and automatic JIRA tickets containing debug logs
• Logged audit events in NetSuite for compliance tracking

What changed

Pausing and resuming recordings became automatic, which removed the risk of human error and gave consistent PCI compliance.

Doing it responsibly

Payment data was transmitted and processed securely in line with PCI DSS. I reviewed the data flow to limit exposure of sensitive data, restricted access to audit logs, and gathered user feedback to make sure the system was usable while protecting customer privacy.