Who asks for it
Most of the questions we get about call recording come from medical practices and finance businesses. If you have been told you need to keep calls, tell us what you have been told to keep and for how long, and we tell you how we would set recording up to meet it. Your adviser or your industry body decides what your obligations are; our job is to tell you plainly what the phone system can do to meet them.
How it works
The lines you choose
We can record calls on the lines and extensions you choose, rather than everything by default. Reception and the accounts line, for example, without the doctors' rooms.
Transcription on our own server
Transcripts are produced on our own server in Sydney rather than sent to an outside transcription service. It is new on our platform, so we set it up client by client.
Kept for an agreed period
Recordings are kept for a period we agree with you when it is set up. We talk that through before we start, not after you need a recording.
Checked, not assumed
We check every fifteen minutes that recordings actually saved, against the audio itself rather than the phone system's own list. A recording that fails to save becomes a ticket on our side.
Listening in, for training
Separate from recording, a supervisor can listen to a live call, speak to the staff member without the caller hearing, or join the call. It is a way to bring a new receptionist up to speed without leaving them on their own.
Ask for it in your quote
Recording and transcription are an optional part of the quote, not something every plan carries. When you send your bill, say which lines need recording and how long you need to keep the calls.