This article provides information on Spoke Phone's call recording feature. Spoke Phone can record phone calls in clear HD audio, and safely store them for future use in encrypted audio files. All Spoke Phone call recordings follow strict security guidelines and compliance.
It includes the following sections:
- Recording disclaimers
- Access to call recordings
- How long are call recordings kept?
- Charges for call recording
What calls will be recorded?
The Spoke Phone call recording feature can be set at the company level (globally for all users), and specific individual user's can have a different set of call recording rules that override the company defaults. The options available for both the company default rules and the individual override rules are:
|None||Record no calls and do not allow calls to be recorded.|
|Mandatory recording of all internal and external calls.||Will record all calls between employees (internal calls), and all calls between employees and customers (external calls).|
|Mandatory recording of all external calls.||Will record all calls between employees and customers (external calls), and no other calls will or can be recorded.|
|Mandatory recording of all internal calls.||Will record all calls between employees (internal calls), and no other calls will or can be recorded.|
|Mandatory recording of all inbound calls.||Will record all calls coming into Spoke Phone (inbound calls) from customers (external calls). No other calls will or can be recorded.|
|Mandatory recording of all outbound calls.||Will record all calls going out of Spoke Phone (outbound calls) from employees to customers (external calls). No other calls will or can be recorded.|
|User chooses - Start with recording OFF||Allows the user to choose to record the call or not, but starts the call with recording turned OFF.|
|User chooses - Start with recording ON||Allows the user to choose to record the call or not, but starts the call with recording turned ON.|
Each country, and in some cases each state, has different rules and regulations around recording calls. You must abide by the rules applicable to you and the places that you do business. The best way to start understanding your obligations is by doing a simple Google search.
While a lot of countries and states do not require you to announce to callers that you are recording them, Spoke Phone highly recommends that you 1) inform employees that you record calls, and 2) use Spoke Phone's inbuilt call recording announcement compliance feature and canned messages to always announce the fact that you are recording calls to every caller, on every call.
Spoke Phone's announcement feature tells people that they are being recorded and logs this for you. You can upload or record custom announcements, and choose to turn them on or off based on the type of call. For example, calls into the company, direct calls, outgoing calls, and conference calls.
Access to call recordings
- Administrators can see, play, and download all call recordings (for all users) from the Call History report in the Spoke Phone Account Portal.
- Users who were on a call that was recorded, can see and play the call recording from the Call History in the Spoke Phone app.
- Users cannot download or share call recordings from the Spoke Phone app.
- Developers can use the Spoke Phone API to download call recordings for storage in private cloud storage, local servers, or other applications.
How long are call recordings kept?
Based on your contract with Spoke Phone, but generally 120 days, or for the lifetime of your contract.
Charges for call recording
Call recording is not turned on by default. You can toggle the recording setting under the Advanced section on your Spoke Phone account portal.
Costs for call recording depend on your contract with Spoke Phone. See the latest pricing page for more information.