Frequently Asked Questions
- What are the governing state and federal laws regarding telephone call recording?
- What is considered legal notification of telephone call recording?
- What type of file is created for a phone call recording?
- How much storage space does the .wav file take?
- What Operating System do you use?
- What is involved in the implementation of a phone call recording system?
- How long does a typical install take?
- How difficult is it to configure only certain individuals or departments to have their calls recorded while other individuals or departments do not?
- How are the phone calls archived and indexed?
- Is live monitoring available?
- How long are calls stored?
- How quickly can a recorded call be replayed?
- How are the phone calls retrieved?
- Are all recorded calls, no matter when recorded, available to be retrieved and replayed immediately?
- What if the call is no longer on the server?
- Are there any other ways to store calls?
- Are call recording systems configurable so that only “Administrators” or designated individuals may access and listen to recorded or live calls?
- What else can Administrators do?
- Is the system scalable?
- What is the price range for phone call recording systems?
- Are there ongoing costs?
- What is the required involvement of the IT department once the system is installed?
- Other than recording calls, what other customer-enhancing services are offered by vendors that offer phone call recording services?
- Can we keep our current hardware (phones, headsets, phone turrets, etc.) or would new equipment be required?
- Do you work with FINRA-regulated firms?
Two party notification states
Twelve states currently require that both or all parties consent to the recording, California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania and Washington.
One party notification states
All other states and the District of Columbia require one-party consent in line with federal law. There are certain exceptions to these rules.
As defined by the FCC, accepted forms of notification for telephone recording by telephone companies are:
- Prior verbal or written consent of all parties to the telephone conversation.
- Verbal notification before the recording is made. (This is the most common.) *
- An audible beep tone repeated at regular intervals during the course of the call.
Note that "notification" is acceptable, rather than consent.
For further info, see:
A .wav file
1.5 Kbs / second of recording time.
Windows or Linux is our preferred OS.
Recording systems are server based and are typically located onsite in your server room. They capture calls directly from the phone system and are accessible through your network.
Installation can take as little as a day once the hardware is on site. Decision point to installation can be as short as 2 weeks, depending on the customer.
8. How difficult is it to configure only certain individuals or departments to have their calls recorded while other individuals or departments do not?
Only configured and enabled phone numbers or extensions are recorded. The system administrator does this. We configure exactly what the customer wants at installation.
Calls are archived on the server hard drive. They are indexed by date, time, length of the call and user ID, at minimum.
The customer decides how long calls are stored. They sit on the server until they are marked for deletion (by the system). They may be archived to a back-up location, if you wish to keep them longer than the hard drive space allows or for security.
Recorded calls on the server can be replayed (and emailed) within seconds of the call’s completion.
Many filter options are available to query the system for a subset of recordings: per user, per group of users, per min or max duration, per date and time range.
14. Are all recorded calls, no matter when recorded, available to be retrieved and replayed immediately?
All calls are available instantly, as long as they still reside on the server. Call parameters, such as station, date and time, or tags form the basis for a query to retrieve the call.
Based on your policy for archiving, you may choose to keep more calls than fit on the server and opt for back-up or offsite storage. These would have to be restored to the server for listening through a file transfer procedure built into the software.
If you know ahead of time there are certain calls you want to keep, these can be extracted from the system as .wav files and saved to disk. Then they can be played anywhere, any time.
17. Are call recording systems configurable so that only “Administrators” or designated individuals may access and listen to recorded or live calls?
Yes. This is login and password protected with up to three levels of permissions.
Depending on their level of access, which may be defined by users, administrators may play, delete, or export recordings and add or delete users or groups.
Yes. The usual range is from 10 to 1000 users. It is easy to record more.
Please contact us for a quote.
With an open source licensing arrangement, there are many pricing plans to fit your needs. Please contact us for a quote.
It depends on the level of service you choose. There is a fully managed option where Cross-Check administers your system. You may also choose to do it in-house.
23. Other than recording calls, what other customer-enhancing services are offered by vendors that offer phone call recording services?
Screen Recording and Quality Management options are available as an add-on.
We also offer our Database and record keeping services to manage, track and charge back telecommunications inventory and assets.
24. Can we keep our current hardware (phones, headsets, phone turrets, etc.) or would new equipment be required?
You keep your current phone system.