Call recording

[lwy]

Hi

We are planning on recording all calls from queue extensions. We're legally obliged to stop recording if asked - how can an operator do this quickly and easily?

Thanks in advance
Lisa

 

[leejor]

Obviously, the law regarding call recording varies from jurisdiction to jurisdiction.

In most cases, when calling into a business that does record calls in a queue (and a lot do), the caller is given a notification of this during the initial announcement, and it is then up to them as to whether or not they continue the call. In the majority of installations, the agents themselves have no control of the recording equipment. In many companies the recording are used to monitor an agents "performance", along with protecting the company, so it would not make a lot of sense to allow them to turn it off at the callers request.

 

[lwy]

Thanks for your reply.

It is a requirement for us to be able to offer this in Australia - the option of terminating the call is not acceptable. There must be an option somewhere?

Thanks

 

[lneblett]

What phones are you using? What release of 3CX?

In the meantime, you can use the 3CX Softphone V6 which still works with the V12 release. It has the recording feature and can be turned off & on at will.