Call Recording
Service independent compliance call recording. Record calls no matter what service your agents use. Microsoft Teams, Webex or PBX.
Targeted Recording
Call recording is a bolt-on licence to Callroute. This allows you to only record calls for users that require it.
Our service independent recording solution will only record calls made or received from outside of your business, leaving internal communications unmonitored.
Call recording features
Per User
Recording enabled on a per-user basis. Only record conversations that matter
Cloud Storage
Recordings are stored ina secure cloud with access controls.
Instant Access
Retain instant access to recordings for 12 months as standard
Archive
Retain your recordings indefinitely using cost effective cold storage. Access recordings when needed
Listen
Listen to recordings directly from the Callroute portal
MiFID II
Compliant recording to MiFID II standards
Call recording features FAQs
All recordings are stored securely in our UK datacentre and are encrypted at rest.
All transmissions of recordings are encrypted end to end and audited.
Recordings are stored utilising Write Once Read Many (WORM) enforcing standards with compliance.
Recording can also be stored in a customer nominated location for data sovereignty purposes if required.
No. Our standard recording is not yet compliant with PCI DSS. However, we can offer alternative recording solutions that are compatible with Callroute and also PCI DSS compliant. Please contact your partner to discuss further.
There are no storage limits applied to call recordings. However, our standard policy is to retain recordings for a period of 12 months. After which they will be deleted unless you purchase additional archive services.
Call recordings can be accessed via the reporting section of your Callroute portal. They can be listened to in-browser or downloaded. Download can be prevented if this is required for additional security.
Call recording is an add-on per-user licence. This is the only licence you need. You do not need to purchase any additional licences on your PBX system, Microsoft Teams, Webex etc.
Currently there is no pre-answering warning message played when a call is being recorded. The call will be silently recorded and your agent should declare the call is being recorded as part of their introduction.
No. Once the call recording licence is applied to the user, all their calls made through Callroute are recorded. There is no option for the caller or the user to selectively pause or stop the recording from taking place.