[VoiceOps] Recording Audio for Troubleshooting

[Anthony Orlando]

I don't know the law/statute, but the FCC has ruled that it is acceptable to record and listen to audio for troubleshooting purposes. In house counsel at my last two places of employment have only required a customer email acknowledging we were recording their calls. 

What would be the reasoning for recording all calls?  Hope you have a ton of storage. 

Sent from my iPhone

> On May 6, 2016, at 9:03 PM, Carlos Alvarez <caalvarez at gmail.com> wrote:
> 
> Andy makes a great point and I should have clarified.  We choose to be overly careful about recording, but I don't think that capturing 100% of RTP is illegal.  Now, losing control of that data, or having employees listen and disclose info would bring down a rain of crap on you.  So our capture systems are on an internal-only network with rather limited access.
> 
> 
> 
>> On Fri, May 6, 2016 at 6:54 PM, Andy Smith <telephonetoughguy83 at gmail.com> wrote:
>> As far as legal justification, see "18 US Code 2511"; specifically 2a(i).
>> 
>>> On May 6, 2016 5:14 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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