[VoiceOps] Recording Audio for Troubleshooting

[Carlos Alvarez]

We only capture audio if the customer has requested it in writing
(e-mail).  We then make them tell us that we can listen to specific things
they want us to hear.  It's all destroyed as soon as it's no longer useful,
which is usually hours or days.



On Fri, May 6, 2016 at 3:13 PM, Peter Fabian <peter.w.fabian at gmail.com>
wrote:

> I know that many providers capture voice traffic (RTP) for troubleshooting
> purposes, despite the various privacy laws that are in place against
> wiretapping.
>
> We are planning to have a legal review of our rights and responsibilities
> regarding this practice. In preparation for that, I want to identify what
> regulations are being cited in defense of being able to capture and review
> this traffic? What restrictions do people follow when doing these captures?
> Are limited retention times enforced?
>
> Assuming that a justification for initiating the capture is required, what
> qualifies, and do you need to retain records of the justification?
>
> We are located in the US and only provide services to US customers, so
> rules relevant to operation in the United States are what I am interested
> in.
>
> We will obviously look to our own legal counsel for direction, and not
> take any information provided here as legal advise.
>
>
> Thanks
>
> Pete
>
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