Recording phone calls

[DrCheese]

Hi there,

 

Our shiny new phone system (3cx) has the ability to record all phone calls - I've already made a call that internal calls aren't recorded & we've updated our auto attendant to say when callers call in that calls are recorded for training and monitoring purposes, which covers us as far as I'm aware.

 

Difficulty is with outbound calls - As far as I understand it, you can still record them but you can't provide them to third parties without that persons consent, nor can it be used in a court of law (Tho transcripts are allowed???) For now I've just said to people that call out that if you know it's going to be a difficult call, start with "Hi it's name from X school, Can I speak to Mrs/Mr X - Firstly, i have to let you know this call is recorded for whatever purposes, " or if midcall people start getting abusive to indicate that they are about to be recorded and to hang up if they don't wish to be.

 

Is this correct?

 

I've also got an odd situation where a parent is saying X and the member of staff has written Y when has been asked to summerise the call - The member of staff's boss now wants the call pulling so they can listen to it - Is this legal?

 

 

I suspect I'm going to have to write a proper telephone monitoring policy at some point.....

[enjay]

For now I've just said to people that call out that if you know it's going to be a difficult call, start with "Hi it's name from X school, Can I speak to Mrs/Mr X - Firstly, i have to let you know this call is recorded for whatever purposes, " or if midcall people start getting abusive to indicate that they are about to be recorded and to hang up if they don't wish to be

 

I think you should tell people it is recorded even if it isn't going to be a difficult one. That's certainly what happens when I've been phoned by companies who record the calls.

 

I've also got an odd situation where a parent is saying X and the member of staff has written Y when has been asked to summerise the call - The member of staff's boss now wants the call pulling so they can listen to it - Is this legal?

 

As long as all parties involved knew the call was being recorded, I imagine you'd be okay.

 

Is this a feature you actually need though? It sounds like a minefield which unless you have a good reason to be walking in, I'd avoid.

[noelmm]

As far as I'm aware as an organisation you must inform anyone that you are recording the conversation, whether or not you expect it to be a difficult call. On the flipside a member of the public i.e. parent / carer etc. can record the conversation without informing you as they are doing this on an individual level and not for an organisation.

[elsiegee40]

And then you get into retention periods and the purpose for which recordings are stored... Does the school have a policy for the recording of calls? It should!

[MkII]

On the flipside a member of the public i.e. parent / carer etc. can record the conversation without informing you as they are doing this on an individual level and not for an organisation.

 

But you can't then use that recording in court if you'd want to. The same rule applies if I remember correctly from that guy who recorded scammers and sued the companies that leaked the info.

[noelmm]

Yes you're correct, for legal proceedings or to pass the recording onto 3rd parties you would need consent of the person being recorded.

[GrumbleDook]

You may not need consent and https://community.jisc.ac.uk/blogs/regulatory-developments/article/gdpr-recording-phone-calls is a pretty good article to start with and ICO do have more direct advice.