Businesses that record telephone conversations as part of normal business practice are often required to comply with industry specific or regional regulations which may dictate, among other things:

• How long recordings should/must be kept for
• What types of information can be recorded and what cannot
• Which parties involved in the telephone conversation need to be notified the call is recorded

 

Regulations that Affect Call Recording

Notification of Recording

Depending on the region the call recording equipment is installed in it may be necessary to notify one or all parties involved in a telephone conversation that the call is being recorded. In addition, some regions may require a continued audible notification that a call is being recorded.

The MiVoice Office Call Recorder is a passive recording device and has no way of adding audible notifications to a telephone conversation. To comply with regulations, the telephone system must be configured to provide the necessary notifications that the call is being recorded, usually through the use of a call routing announcement to incoming callers.

 

PCI-DSS Compliance

The payment card industry (PCI) has a set of regulations that apply to any organization that processes card payments. These regulations outline what information regarding payments and payment cards can be stored/transferred digitally by the organization.

For more information on how PCI regulations effect call recording, please refer to the PCI Compliance section.

 

GDPR

GDPR is the new EU regulations regarding the storage and transfer of the personal data within and crossing EU boundaries.

For information on how GDPR regulations effect call recording, please refer to the GDPR section.

 

MIFID II / FCA

Any organization that comes under the regulation of Markets in Financial Instruments Directive II / FCA will need to be aware of the requirements to record and retain recordings in relation to financial advice and transactions.

For more information on how MIFID II and FCA regulations effect call recording, please refer to the MIFID II section.

 

Compliance Features

The following features of the call recorder can be used to help comply with local regulations.

Pause / Resume Recording

The call recorder provides various methods to pause a recording to stop sensitive information being collected as part of a telephone conversation. In addition, the exclusion list rules can be used to instruct the recorder to dispose of a recording entirely if it matches certain criteria.

For more information, please refer to Pause / Resume section.

 

Recording Deletion

In response to data protection regulations, the call recorder provides access for specified users to be able to delete calls or calls segments that relate to a specific client or case.

For more information, please refer to the Recording Deletion section.