Plan requirement
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Recording a conversation is straightforward. Telling the other person is the part that is not optional.
You must tell the other person you are recording. In most countries this is a legal requirement, not a courtesy, and the obligation sits with you rather than with us or with Wildix. Rules differ by country, so check what applies where your callers are.
Start a recording
Start it from the call controls during the conversation. On a desk phone there is a shortcut for it; your handset documentation or your administrator can tell you which.
Announcing it
Two ways, and they are not equivalent.
- Say it yourself at the start. Simple, works, depends on people remembering.
- An automatic announcement before the conversation begins. Consistent, auditable, and nobody has to remember. We can set this up.
If recording is routine rather than occasional, use the automatic announcement. Relying on individuals to remember is how you end up with recordings you cannot use.
Where recordings go
Recordings are stored on the system and available to people with the right permissions. How long they are kept is a retention setting, and it is worth deciding deliberately rather than accumulating recordings indefinitely.
Before you make it routine
- Why are you recording? Training, compliance and dispute resolution have different retention needs.
- Who may listen? Recordings of customer conversations are personal data.
- How long do you keep them? Indefinitely is rarely a defensible answer.
- What happens on request? People can ask for a copy or for deletion.
Settle those before switching it on for a whole team. We can help configure it once you know what you want.
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