Many Evolved Office HPBX customers take advantage of the call recording capabilities of the system for quality assurance or training purposes.
The Evolved Office: Call Recording is “total recording” solution for designated phones. In other words – all calls are recorded. This includes inbound and outbound calls to/from internal or external parties. Given the architectural benefits of the Evolved Office: HPBX, calls that are delivered to an alternative location through mobility features like “Anywhere” or “Remote Office” are also seamlessly recorded.
Organizations record calls for a few key reasons:
One-Party Notification
Call recording is governed by both Federal and State laws, please consult with your Legal Counsel for your state’s specific requirements. In all cases, at least one party on a call must be notified that a call is being recorded. This is typically the employee of the organization that is performing the call recording. An organization typically requires written or electronic acceptance by the employee that serves to clearly designate that the employee is aware that their calls are being recorded. This addresses the organization’s compliance with call recording for One Party Notification.
It is a good customer service practice to notify the customer that their call may be recorded at the very beginning of the call. Most organizations customarily state “Your call may be recorded for quality assurance or training purposes” or some variation of that message as early as practical in the customer call flow.
All Party Notification
Some states require that all parties to a call be notified that recording is actively occurring. This requirement means that both the employee and the caller need to be notified that their call is being recorded. This introduces some additional complexity into the notification process so that caller is always notified accordingly. In addition to the Employee acknowledgement and the “Your Call May be Recorded” message that is played on every inbound call, organization must also notify the calling party on every outbound call too. This adds burden and typically human intervention to ensure the all parties are notified on every call. Please consult your Legal Counsel for guidance on the compliance activities that are appropriate for your organization.
There are different techniques that can be applied to meet your specific call recording notification requirements. The Evolved Office HPBX provides several capabilities to help organizations maintain compliance with these regulations.
The most conservative approach to meeting the call recording obligations is to notify every inbound and outbound caller that their call may be recorded. This, in addition to ensuring that the employees are fully aware that their calls will be recorded. This meets the higher standard required by the All Party Notification regulations.
In all cases, your Legal Counsel can provide the interpretation and guidance necessary for your organization’s unique situation.
Evolve IP does not certify that the methods listed above meet your specific legal requirements.