How do you handle call recording legally when about 10 states require two-party consent?

[Joe S.]

We’re setting up call recording across our phone system and I’m trying to figure out the cleanest way to handle
recording consent announcements when we have many DIDs (direct inward dial numbers).

Current situation:

Multiple department DIDs (sales, support, accounting, etc.)
Some route to queues, some to ring groups, some direct to extensions
Recording enabled on most calls

We need to comply with two-party consent states


My question is specifically about where to place the recording announcement:


How are you handling DID-specific recording announcement?
How are you handling Ring Groups recording announcement?

 

[TheodorosG_3CX]

You may consider routing calls to an IVR first with a prompt to notifiy callers about the call recording and then route accordingly.

 

[Alphabetic]

You could also change all your RG's to Queues with the announcement that allows callers to opt in/out of call recording.

 

[KEVK]

We're in California. Crazy recording laws...anyways...

Feature Request: It would be great if 3CX had an option to disable outbound call recording so we don't have to rely on our employees to notify callers that calls are being recorded.

 

[Joe S.]

Wow, didnt even think about outbound calling....

 

[VoIPTools]

You may want to look at several of our tools including 3CX Recording Beep, 3CX Agent Greeting, 3CX Barge Messages, and 3CX Recording Manager. We can ensure a notice is always provided, that callers are constantly reminded (with a quiet little beep), ensure only the correct calls are recorded, and measure whether employees are adhering to any other legal or regulatory required notices.

 

[accentlogic]

As others have said, add the disclaimer to your Digital Receptionist and use Queues with an intro instead of Ring Groups.

For DIDs that route directly to users we have used a Digital Receptionist for each User that plays a message stating something like "You have reached Sample Corp. Calls may be recorded for quality assurance" and then route to the users DID after 1 second. A bit of a pain to setup, but it works well. We name each disclaimer DR starting with the extension number so it's easier to follow. (Eg. 101 Disclaimer, 102 Disclaimer, etc.)

Outbound calling is still an issue you will need to consider. I'm not aware of any tools to do this other than what VoIPTools provides.

 

[bitn2]

This is why were in Germany can only sell the enterprise licence....

 

[VoIPTools]

Outbound calls are a bit messy depending on your willingness to start the call with a disclaimer. Otherwise, a human is going to need to decide when to inform the caller -- typically when there is a logical break in the conversation. Perhaps our recording beep tool would be sufficient to remind the agent that placed the outbound call that they better explain the purpose of the "beep" every 15 seconds.

One way or the other you are going to have to choose either automation (start the conversation with a disclaimer, or barge in after waiting a set number of seconds, or use our recording beep as a agent-reminder), or train your staff and measure their compliance using the AI features built into our recording manager where you "score" the agent's compliance and track compliance over time (line chart).

There is no way to automate recording notifications built-in to 3CX.