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Information about when and how can you
record
Call recording is generally done for quality monitoring, workforce
management, agent and customer service represenitive training, evaluation, and verification, dispute resolution
and for accurate incident reconstruction. Voxida is modern digital voice recording and is deployed in customer contact centers, inbound and outbound call centers, brokerages, defense and aerospace. Please see the Voxida digital voice recording solutions here. It's helpful to note that Voxida supports VoIP, all major PBX models, including Avaya, Inter-Tel, Cisco, NEC, Nortel and many more digital, analog and IP PBX systems.
When considering deploying a call recording solution in your enterprise, it's helpful
to know what the laws say in your country or state before you
commence recording. Many countries mandate that you notify the
one or more parties that the call is being recorded.
We’ll try to give you an overview of notification laws for recording,
worldwide and per State in the US.
Legislation is prone to change and while we strive to provide
the most current information, consult a local attorney before
recording any phone calls.
United States Federal and State Laws on
Call Recording
The U.S. federal law allows recording of phone calls with the
consent of at least one party. This means if you are initiating
a recording on a call that you are participating in, the other
party does not need to be notified that the call is being recorded.
12 states require the consent of all parties to a conversation.
Those jurisdictions are California, Connecticut, Florida, Illinois,
Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire,
Pennsylvania and Washington.
Notification of Recording
Prior to recording, you may need to notify a party that you are
about to record. This is generally accomplished with a verbal
notification by the recording party or an automatic, periodic
beep tone, indicating that the call is about to be recorded and
while the recording is taking place. Voxida's
voice logging solutions provide an optional beep tone, to
notify callers that the call is being recorded.
There are specific requirements for this beep tone. According
to VLR Communications, the beep tone needs to be a 1260 to 1540
Hertz tone, lasting 170 to 250 milliseconds, and broadcast for
both sides to hear every 12 to fifteen seconds, when the call
recording is taking place.
If you ar not using verbal notification through an IVR or on
a case-by-case basis via the agents in your call center, Voxida
can be set to provide the required tone for you.
International Laws and Regulations on Call
Recording Notification
Telephone recording regulations in countries, other that the
USA or Canada, vary widely. Check with your local government's
telecommunications authority for the applicable laws in your
area. Many countries do not have specific laws covering telecommunications
and regulate on a case-by-case basis. Britain's laws are somewhat
vague and are in place primarily to protect employees by requiring
non-recorded telephones on site. In some countries, declaration
of call recording in corporate literature or in a signed employment
contract is enough notification.
Canadian One-Party Notification for Call
Recording
Canada requires "one-party notification" - only one person in
the
conversation needs to be aware that the conversation is being
taped.
England Call Recording Notification Law
England requires single-party notification. It's advisable to
check with a local attorney before recording.
Australian Call Recording Notification
Law
The Australian Communications Authority has published a "Telecommunications
Interception Review" which states "The Telecommunications (Interception)
Act 1979 prohibits a person from listening to or recording, by
any means, of a communication in its passage over a telecommunications
system without the knowledge of the person making the communication.
A communication includes conversation and a message, and any
part of a conversation or message, whether in the form of speech,
music or other sounds, data, text, visual images, signals or
in any other form or combination of forms." For more information,
please see the Australian Communications Authority's (ACA) web
site at http://www.aca.gov.au/
Regardless of any of the above information, be sure to consult
a local attorney before recording any phone calls.
for quality monitoring, workforce
management, agent training, evaluation, and verification, dispute resolution
and for accurate incident reconstruction? Voxida meets the most
demanding contact centers, public safety, legal, government and military, financial and
banking and help desk call centers, and air traffic control (ATC) call
recording needs. See Accurate Always'
secure, fully featured contact center call recording solutions now .
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