Call Recording Question

[kent3]

Hey gang, I have a strange request and I'm uncertain anything like this exists, my client insists that it did 20 years ago when her managed the call centre at EuroStar.
Is there something on the market that automatically stops a call recording when credit card details are about to be discussed? Not happy with the Enterprise toggle on/off solution
I have argued with him that it must have worked differently e.g. a press 1 for payments or transfer the call to a non recorded phone but he insists it was fully automatic and all calls were recorded except credit card details.

 

[NikolasA_3CX]

Hello @kent3
There is no automatic way for the system to detect credit card details and stop the recording automatically.

As you have already mentioned in your example, the way for this to be done is for the caller to make a selection from an IVR to be transferred to a Queue where the recordings are off for the agents of that queue and also restrict the agents of the queue from starting the recording.

 

[VoIPTools]

There are other tools that reportedly can "listen" to the audio stream for credit card numbers and temporarily stop recording the call. However, this entire process is not supported by 3CX. However, I see the following alternatives:

• Manually stop / start recording (Enterprise 3CX)
  
  
• Transfer the caller to a Call Flow Designer application and have it collect credit card information
  
  
• Have a client application watch the agent's screen. When the agent opens the screen where credit card information is entered, use the 3CX API to turn off recording and turn it back on when the credit card screen is closed.

It is a little more complicated that described above, but that is the general approach.

 

[Charles_3CX]

There are a few points to make on the above, and what @VoIPTools mentioned, for the most is correct, except you may stop recording when taking credit card information with both a Pro and Enterprise subscription.

Also, there is no call flow designer capability currently for the 3cx hosted instances. This is coming soon, and lastly no API access either.

 

[VoIPTools]

All good points @Charles_3CX, but I will point out that you can access the 3CX API (as well as REST APIs) from a CFD application. We do it all the time.

 

[Charles_3CX]

All good points @Charles_3CX, but I will point out that you can access the 3CX API (as well as REST APIs) from a CFD application. We do it all the time.

That's well and good, but CFD is not an option for 3cx-hosted instances currently.