Force call recording for queued calls

[NicholasBarnes]

Hi,

We have a customer who is obliged to record all calls. Their business regulations (they are bound by the Financial Conduct Authority in the UK) say, "A firm must take all reasonable steps to record telephone conversations..." (see https://www.handbook.fca.org.uk/handbook/SYSC/10A/1.pdf, section 10A.1.6).

This is, to all intents and purposes, their legal duty.

We currently host their Asterisk system, but they have expressed an interest in moving their call centre to 3CX.

The only stumbling block I can see stopping them moving to 3CX is that it appears not to be possible to enforce the recording of inbound calls where the destination is a queue - the caller can either opt out (if they know what key to press) or has to opt in.

Simply not telling the caller what key/s need to be pressed to disable call recording is not sufficient as this could leave the company open to fraud by persons who happen to know what telephone system they are using (and as a personal matter, I won't implement security by obscurity).

My question is, therefore, is it possible to enforce the recording of calls such that no party can disable call recording?

Nicholas.

PS - I can, of course, gateway calls through an Asterisk box configured simply to provide a bridge which records all calls, but for many reasons this is far from ideal.

 

[ChrisC_3CX]

This is definitely possible but you will need an 3CX Enterprise License Key. Just disable the "Allow users to start and stop recording..." option in the extension settings for all Queue agents and do NOT enable the "Queue Recording" feature for that particular Call Queue. This will prevent both the agents and the caller from being able to disable/enable call recording.

 

[NicholasBarnes]

Thank you for the quick response.

Unfortunately agents must be able to turn recording on/off - when they're taking credit/debit card details, call recording needs to be disabled for PCI compliance. It's inbound callers we need to ensure that can't turn call recording off.

If queue recording is disabled for a queue, how do I record any calls in that queue?

Nicholas.

 

[NicholasBarnes]

Solved

OK, done some testing and it turns out that my trainer for the Basic certificate misinformed me!

They said that call recording from queues overrode the agent's call recording setting and that if the box wasn't ticked, calls wouldn't be recorded regardless of what the agent's settings were.

I took their word as gospel and having just tested it, I realise now that that was complete BS.

Thank you to @ChrisC_3CX for the response.

Nicholas.

PS - The Basic training was taught by a third party. The other courses were taken by 3CX themselves and were much much better!

 

[NicholasP_3CX]

Thanks for the feedback Nicholas! Much appreciated!