Call Recording Options (Legal Issues/Concerns)

[bmcdevitt]

While your adding call recording ... would you mind making outbound and inbound recording an option rather than just "record all calls" per user. In 12 states it is illegal to record a conversation without consent of both parties. Here in PA, it is not legal to be recording outbound calls if we don't let them know they are being recorded, queue calls are another story since they can hear the prompt, so we would like to only record inbound calls.

Our CS team here really cant be the only one that receives calls as well as makes them right?

Off my original topic but I have to add... We wouldn't mind wallboard and SLA-(notifications) compatibility for queues that make and receive calls all day.

http://www.dmlp.org/legal-guide/recording-phone-calls-and-conversations
http://www.dmlp.org/legal-guide/pennsylvania/pennsylvania-recording-law

 

[Kevin Attard Compagno]

Please submit a feature request here: https://apps.facebook.com/threecxideas/

 

[bardissi]

While your adding call recording ... would you mind making outbound and inbound recording an option rather than just "record all calls" per user. In 12 states it is illegal to record a conversation without consent of both parties. Here in PA, it is not legal to be recording outbound calls if we don't let them know they are being recorded, queue calls are another story since they can hear the prompt, so we would like to only record inbound calls.

Our CS team here really cant be the only one that receives calls as well as makes them right?

Off my original topic but I have to add... We wouldn't mind wallboard and SLA-(notifications) compatibility for queues that make and receive calls all day.

http://www.dmlp.org/legal-guide/recording-phone-calls-and-conversations
http://www.dmlp.org/legal-guide/pennsylvania/pennsylvania-recording-law

We are also in PA and remember that its only illegal to take a recording call and try and use it in a court proceeding if you did not notify them that an outbound call between you and the other side is being recorded.

So relax.