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Call Recording

This article shows you how to disable and play back your call recordings, along with Call Recording Legal Guidelines. We enable Call Recording as standard across all of our packages and provide you the ability to manage this yourself within the Portal.

How to access your Call Recording

This feature enables you to playback your call recordings within the Portal.

To review your recordings, simply follow the below steps:

  1. Log into the Portal
  2. Select the Calls Tab
  3. Select Call Log
  4. The call recording is visible within the information section
  5. You can then play, pause and stop the recording using the toggle

Playing call recordings through Internet Explorer requires Adobe Flash to be installed and working correctly. You can get the latest version of Flash from http://get.adobe.com/flashplayer/

Once installed, if you are still experiencing problems, it may be worth uninstalling and then re-installing the Flash player on that machine.

We can confirm that the call playback feature works in Safari, Opera, Firefox, Chrome, and Internet Explorer (6, 7, 8, and 9).

Your call recordings are available to review and download for up to a month, they will then be discarded. You can extend your call recording storage upon request to either 3, 6, 12, 24, or 36 months on a cost per call basis, have a read of the Data Storage article or contact the Support Team for further details.

How to Enable & Disable Call Recording

Call recording is enabled for all packages when we set up your installation unless you have expressed otherwise. This is set at a per tracking pool level.

If you wish to disable or enable your call recording at any point, you can do so via the Portal.

Please follow these steps:

  1. Navigate to Admin
  2. Select Telephony Manager
  3. Select Dial-In Groups Editor
  4. Search or scroll for your relevant tracking pool if you have multiple
  5. Select Edit Config
  6. Select or Deselect Enable Call Recording
  7. Select Save Changes

Repeat the steps for each of your tracking pools.

If you would like call recording on for the majority of the time but to be temporarily disabled during certain calls/whilst discussing sensitive information, then you can pause the call recording in an instant mid-call by pressing *0 (star-zero) on your phone's keypad. Press *0 again if you would like the call recording to resume.

Call Recording Legal Guidelines

Can I pause the Call Recording during the call?

You can pause the call recording during a call by pressing *0 and restart the recording by pressing *0 again.

Do I have to inform incoming callers that calls are recorded?

We recommend that you make callers aware that their calls may be recorded. If you do not have this announced within a Welcome Message it is recommended that your website mentions that calls may be recorded, this should be mentioned close to the number on your website.

An audible example

Thank you for calling X, please note that calls are recorded for training and quality purposes

A written statement example

Calls are recorded for training and quality purposes

Do I have to inform employees that calls are being recorded?

Yes, in writing and preferably within a contract stating the reasons why the business uses call recording.

If I am making outbound telephone calls do I have to inform the recipients that the calls are being recorded?

If you intend to share the contents of the call with a third party then you must inform the caller you are recording the call. Infinity Call Tracking does not record outbound calls, we only do this for our PBX customers.

If I record my calls in Infinity, am I PCI compliant?

Infinity does not store credit card data. PCI compliance is the responsibility of your company so we offer you the ability to make changes to your call recording settings to meet standards, either to pause (pressing *0) when processing any CC details or you can completely switch off the call recording functionality. We store all recordings securely as part of our Information Security policy.

Legislation

The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The requirements of all relevant legislation must be complied with. The main ones are:

  • Regulation of Investigatory Powers Act 2000 (RIPA)
  • Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 (LBP Regulations)
  • Data Protection Act 1998
  • Telecommunications (Data Protection and Privacy) Regulations 1999
  • Human Rights Act 1998

    Any person considering interception, recording or monitoring of telephone calls or e-mails is strongly advised to seek his/her own independent legal advice and should not seek to rely on the general information provided above.

US Call Recording Legislation

Can I pause the Call Recording during the call?

You can pause the call recording during a call by pressing *0 and restart the recording by pressing *0 again.

Legislation

Infinity does offer the ability to record calls, however, you will want to ensure that you are following the best legal practices.

Federal Law requires that only one person on the call consent to the recording, however, each state but Vermont has their own laws regarding call recording.

For best practice when using our recording feature we suggest that you add a message at the beginning of the call that will let the caller know the call is being recorded.

If you would like for us to supply this message, please contact our Support Team for more information.

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  3. Frequently asked questions
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