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Legal Issues Associated with Call Recording

United States federal law requires that at least one party taking part in the call must be notified of the recording (18 U.S.C. §2511(2)(d)). The telephone recording laws in some states require only one party to be aware of the recording, while other states require both parties to be aware. Announcing that a call is or may be recorded is considered a best practice.

You can add an Announcement Message to serve as a notification of call recording on the Call Settings page found within the Numbers menu. The default message is “For quality assurance, this call may be recorded.”

By default, inbound recordings are on and outbound recordings are off.  If you choose to enable recordings for outbound calls and your area requires that parties be notified of recorded calls, you are responsible for notifying your agents and/or the recipients of the phone calls that the call is being recorded.

To notify your callers that the call is being recorded (for one party states):

1) Navigate to Numbers → Call Settings.
2) Click the Edit button next to your configuration.
3) Click or scroll to the Call Recordings section.
4) Select ON for Record inbound calls.
5) Click or scroll to the Setup section.
6) In the Play Message field, enter the message that you want to play to your callers. You
can type in your message or record your own greeting.

To notify the receiver of the call that the call is being recorded (for all party states):

1) Navigate to Numbers → Call Settings.
2) Click the Edit button next to your configuration.
3) Click or scroll to the Agent Whisper Message section.
4)Select ON for the Account whisper message.
5) In the field that appears, enter the message that you want to play to your callers. You
can type in your message or record your own greeting.

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