Call Recording

Call recording wherever you are, on Landline, Mobile and on our VOIP One Number solutions

Call Recording provides the flexibility to record calls wherever you work. Recordings can be stored and recalled for reference at any time, without the need to purchase and house expensive on-site recording equipment.

The proposition

Call Recording offers true device independence; so you can record your business critical calls on either a Landline, Mobile or One Number VOIP solution. Most other on-site call recording solutions will not handle calls to, or from, a mobile or Landline phone.

How it works

On Demand

• Calls can be recorded by using the iC1 secure MyAccount web page, so you can select when you make an outbound call recording and to who you make them.
• BY pressing the star (*) key at any point during an inbound telephone conversation you can capture that call from the begin of your conversation, which is ideal if you are in the car and are taking a complex or very important call.

Record All

• All inbound calls are automatically recorded so that your staff calls are always captured and can be used for quality and training purposes, with piecie of mind they will never miss any detail.
• All outbound call recording can be made selective and so personal mobile and landline devices can be used for business purposes.
• With our standard Business Call Recording solution, all inbound and outbound calls are displayed centrally for management with access to all staff calls, but indivual calls can also be made available to the staff that made them through the iC1 MyAccount web page.

Security Options

• Our Call Recording solution comes with added security features include tamper evident storage, encryption and cryptographic signings of recordings.
• The secure tamper-evident recording meets the current FSA 2009 (PS08/1) call recording regulations.
• Our encrypted soluton exceeds the FSA requirements.
• For permanent inbound and outbound mobile voice and SMS recording that meets the new FSA 2011 rules under the Markets in Financia Instrucments Directive (MiFID), then see our in the cloud and on-premise mobile voice and SMS recording solution

See our Blog for more details on Voice Recording

Who do these solutions suit

• Ideal solution to support staff and remote agents working from home as they do not need any additonal equipment or require any setup
• The solutions scales easily to meet the financial markets and FSA requirements for remote users.
• Can be used selectively on inbound and outbound recording or turned on for permanent inbound recording
• Choice of security levels from business to secure up to encrypted

Device and Network Independence

One Number provides the flexibility to take calls wherever you work, with the added benefit of recording

• Provides peace of mind.
• Enhance understanding of the customer experience.
• Help identify staff training needs.
• An affordable solution that eliminates the need to purchase expensive on-site recording equipment.

Retrieve and Review Recordings

Retrieve and review the contents of previous telephone calls

• Helps resolve disputes on a fair basis.
• Meets compliance requirements even when using a mobile or landlines phone.
• Reduces the risk of misinterpreting information from business calls.

Collection of Call Recordings

Recordings can be collected either from your email account, played on the PC or played via a register handset

• Centralised Call Recording Web Interface for easy of use for management.
• Individual call recordings optionally shown in personal iC1 MyAcount web page so that recordings are available to the staff member that made them
• The ability to offer on-demand recording and permanent records on inbound calls

Mobile Call Recording

Call recording from the mobile phone. Please note that Mobile Office is required for menu- based call recording access

• Call recording, both taken and received, on the mobile phone.

Support for Distributed Architecture and Multi-site Networks

The call recording service can be delivered to distributed architecture and multi-site networks ensuring common capabilities, irrespective of location, the telephony hardware or services at the site

• Considerably reduces the cost of deploying call recording.
• Flexible solution support both new and traditional architectures with identical capabilities and user interfaces.
• As new offices or users come online, there are no issues of size limitation imposed by the system.

Choice of Security Profiles

Business, secure or encrypted security options available

• Option for resilient authentication and secure archiving system that meets, and exceeds, FSA requirements.

Business Call Recording

• Business call recordings that are On-Demand are sent as a wav file to the nominated email account and stored in the user's voicemail account.

• Record-All Business call recordings are stored for 30 days. Additional charges apply for further storage beyond this period.

Secure Call Recording

• Record-All - not available as On-Demand

• Secure call recordings show evidence of changes to the original (tamper evident)

• Users are unable to delete recordings.

• Secure call recordings are stored for 180 days. Additional charges apply for further storage beyond this period.

Encrypted Call Recording

• Record-All - not available as On-Demand

• Encrypted recordings show evidence of changes to the original (tamper evident)

• Users are unable to delete recordings.

• Encrypted call recordings are encrypted with a unique key for the customer for fixed and mobile.

• Encrypted call recordings are stored for 180 days. Additional charges apply for further storage beyond this period.

• Hosted Operations set up and activate encryption.

• When purchased with a Cryptocard, these products operate from an independent secure platform and are not interoperable with other inCloudOne applications.

Fair Usage/Excess Usage

All Hosted Communications Applications prices are based on using inCloudOne minutes. Excess usage rates apply to all usage over and above the fair usage specified in the price list. All usage minutes are per application and are not cumulative. Unused minutes do not roll over to the next month.

The FSA Regulations

UK financial institutions have to record and store telephone conversations and electronic communications relating to client orders under new regulations introduced by the Financial Services Authority (FSA). From March 2009, firms involving client orders for the equity, bond and derivatives markets have to retain these files for six months. Electronic communication includes e-mail, instant messaging and faxes.  The FSA regulations have been introduced in line with an EU review and are part of the FSA's efforts to combat market abuse, particularly insider dealing and market manipulation.

FSA compliance is the responsibility of the financial institution and does not simply relate to an FSA compliant product but to the entire process used within the institution. The institution is required to have policies and practices in place that ensure they, their staff and any supply agencies carry out their responsibilities to meet these requirements. inCloudOne is able to act for the customer in delivering the call recording features and capabilities but our customers determine the rules under which we may manage it for them. The legislation proposes using Call Recording as a tool within the company policy framework.

The FSA rules take effect from March 2009 for companies who are undertaking the following activities:

•  
  • Receiving client orders
  • Executing client orders
  • Arranging for client orders to be executed
  • Carrying out transactions on behalf of the firm or another person in the firm's group and which are part of the firm's trading activities or the trading activities of another person in the firm's group
  • Executing orders that result from decisions by the firm to deal on behalf of its client
  • Placing orders with other entities for execution that result from decisions by the firm to deal on behalf of a client.

For those firms affected, there is a transitional period of one year to give firms enough time to prepare and implement the necessary system changes.

Regulations

FSA Voice Compliant Recording Solutions is now available on inCloudOne phone systems, Landlines and Mobiles. Suitable for any size business and ideally suited to remote workforces and including serviced offices, call our Freephone number to find out more request a call back on our website.

FSA Policy Statement PS08/1 - March 2008 - Telephone Recording: recording of voice conversations and electronic communications

FSA Consultation Paper CS10/7 - March 2010 - Taping: Removing the mobile phone exemption

FSA Policy Statement PS10/17 - November 2010 - Taping of mobile phones