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HOSTED CALL RECORDING GUIDE

Save time, money and resource.

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*For details about how your business can stay compliant with regulations, read our article here.

Choose an option

LITE

1,000 minutes of call recordings per month per extension with 3 months of retention.

PREMIUM

2,000 minutes of call recordings per month per extension with 24 months of retention.

ULTIMATE

5,000 minutes of call recordings per month per extension with a maximum unlimited retention.

 *Please see Terms & Conditions for more details

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Transcribe and Sentiment Analysis

There’s simply not enough time and resource in the day to listen to all your calls to find examples of best practice, poor customer experience, or a contractual or regulatory statement.

With call transcription and sentiment analysis, you don’t have to spend hours listening to calls to find what you’re looking for.

transcribe

Transcribe

Calls are automatically transcribed using the latest, cutting edge technology. Each person has their own colour-coded breakdown, and each word is highlighted as the call is played!

Then gain powerful insight into your conversations thanks to powerful keyword and phrase search tools that work in perfect harmony with your transcribed calls.

search

Search and filter

Transcriptions also deliver powerful search tools. The valuable insight means you can search for key words or phrases, enabling you to quickly and easily find what you’re looking for.

Once found, the calls can be played back, the system will take you exactly where you need to go in each recording, and it will underline each word of the transcription as it plays.

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Sentiment

Sentiment analysis scores provide instant oversite for each transcribed call.

They give you a visual (smiley or sad face) indicator and percentage score by evaluating each word or phrase and scoring the call accordingly.

Reduce risk, remove worry

Our call recording solutions are designed to be compliant with UK regulations and legislations*.

Most businesses are unaware that call recording is regulated by five different legislations covering everything from data protection, investigatory powers, to human rights.

These include ensuring that recordings are secure, access is audited, individuals’ rights are not violated, and recordings are kept for a defined amount of time.

Reduce risk

Many business call recordings on the market do not satisfy these requirements and if recordings are generated or accessed illegally, your business may be faced with hefty legislation.

Our call recording platform is designed with all of the regulations and requirements in mind, reducing the risk of recordings getting your business into trouble.

MiFID II

Our Call Recording platform is MiFID II compliant, which means it stands up to all of the UK’s call recording regulations, with additional levels of security to keep your recording secured and audited.

Call Recordings are stored in a cloud-based storage facility provided by a third party. Recordings are stored in a separate database with separate encryption keys.

*For details about how your business can stay compliant with regulations, read our article here.

CALL RECORDING FEATURES

In addition to the basic call recording features that you expect, our platform comes with a host of additional features that help you to access, manage and understand your recordings:

Feature Description Call Recording Lite Call Recording Premium Call Recording Ultimate
Monthly allowance (minutes) The amount of recording minutes per extension, per month 1,000 2,000 5,000
Retention period Number of days before recordings are automatically deleted 90 Days 24 Months Unlimited
Multi Factor Authentication Additional security to ensure access is protected Yes Yes Yes
Audit screen Comlete overview of recording access and activity Yes Yes Yes
IP Whitelist Restrict access to call recordings by nominating IP access No No Yes
Do not delete recording Mark recordings so they are not removed by the retention period No Yes Yes
Comments Add comments to recordings Yes Yes Yes
Tags Tag recordings with key words and phrases Yes Yes Yes
Conversation view View a full history of recordings between internal and third-parties No Yes Yes
Departments and Sites Categorise internal numbers into groups, department or locations No No Yes
Teams Sub-categorise internal numbers into teams No Yes Yes
Private groups Mark groups as private to further restrict access to recordings No No Yes
Playlists Add recordings to playlists to manage review acitvities No No Yes
Data extracts Extract report data into a downloadable format No No Yes
Third-party contacts Label external numbers to make them easier to review No Yes Yes
Download call recordings Download your hosted call recordings No No Yes
Extract API* Enables calls to be downloaded in bulk using a third-party access and storage solution No Yes* Yes*
Transcribe & Sentiment Listen live, launch real-time transcription to take quality monitoring a to a whole new level. No Yes* Yes*

*Additional charges apply.  These are Customer-Level bolt-ons, which means they are added to all Services with a Call Recording bolt-on and priced accordingly

DOWNLOAD & STORE

If you need to regularly or automatically download your recordings onto another system for business or regulatory reasons, our Call Recording Export API provides access to an API, which can be used with your Third Party download and storage solution. The API is a Customer-Level Bolt-on, which means it is added to all Services with a Call Recording Bolt-On and priced accordingly.

ADDITIONAL CHARGES

Exceeding the monthly call recording allowance

  • Any recordings that exceed the monthly allowances will be subject to additional charges of 5p per Service per minute.
  • To apply with Applicable Laws, Call Recording cannot be turned off or paused once activated.
  • In the event of a customer having two or more services with the Call Recording Bolt-On, Recording allowances are pooled across Services. The combined allowance constitutes the monthly allowance.
  • Recordings retained from prior months do not affect the recording allowance from the current month.

Bolt-on expiry and non-renewal

  • The Third Party will delete the call recordings within 60 days of the expiry and non-renewal of the Term or termination of the Agreement or of the Call Recording Bolt-on from all Services on the Customer’s account.
  • If the Call Recording Bolt-On is removed, customers have 60 days to access their call recordings before they are deleted.
  • During this 60-day period, no charge will be levied and the calls will be deleted thereafter.

Removing or non-renewal a service associated with a Call Recording Bolt-On

In the event of a Service being removed from the Call Recording Account, a charge of £3.50 per Service per month will be applied against the removed Service up to the point of its associated recordings being removed, or upon the expiry and non-renewal of the Term or termination of the Agreement or of the Call Recording Bolt-on from all Services on the Customer’s account.

terms & conditions



Call Recording description

This Bolt-On enables the Customer to record incoming and outgoing calls relating to specific Services. Calls are saved as digital sound files, which can be accessed shortly after each call terminates by Authorised Users with the right permissions by logging into my.plan to access the Call Recording platform.

Once activated, the Call Recording Bolt-On will continue until the Customer requests Plan to remove the Bolt-On by contacting the support team or terminating their Service contract with Plan.

Authorised Users can search for and playback call recordings. All my.plan User access to the call recordings are recorded and are searchable and reportable.

Call recordings are kept for a maximum of 3 months when using the Call Recording Lite Bolt-On , a maximum of 24 months with the Call Recording Premium Bolt-On, or for a maximum unlimited period with the Call Recording Ultimate Bolt-On (until the Agreements comes to an end or all Customer Call Recording Bolt-Ons are removed).

Call Recording Lite Bolt-On provides 1,000 minutes of recorded calls per Service per month. Call Recording Premium Bolt-On provides 2,000 minutes of recorded calls per Service per month. Call Recording Ultimate Bolt-On provides 5,000 minutes of recorded calls per Service per month. Recording allowances are pooled across services in the event of a customer having two or more services with the Call Recording Bolt-On.

To apply with Applicable Laws, Call Recording cannot be turned off or paused once activated. Any recordings that exceed the allowances will be subject to additional charges. Pricing is available by visiting plan.com/pricing#hosted

The Call Recording Feature is provided by Aeriandi Limited (a Third Party supplier).



Transcribe & Sentiment Description

This Bolt-On provides an automated call transcription service for Call Recordings.

Transcriptions can then be searched for key words or phrases using the Recording Platform’s search and filter Feature. When Recordings are played, the transcription will display, and each word is highlighted.

Sentiment analysis is an automated scoring Feature that analyses key words and phrases with a transcription, applies positive or negative values to them, and provides a percentage-based score to each transcribed recording (0-100%) and an equivalent emoticon.



Call Recording (Retain) Description

This is a per-Service Bolt_on added in the event of a retained Service having recordings stored on the Call Recording platform. A retained Service is one that is no longer connected to plan.com network, while other Services remain connected. Call Recording (Retain) is a monthly Bolt-On that is not Pro-Rated and is added if one or more recordings are stored on the Call Recording platform during the billing cycle. It allows access to the recording(s) until the recording(s) are removed or expire.



Call Recording Export API Description

This Bolt-On provides access to an API, which can be used with a Customer’s Third Party download and storage solution to store and manage recordings outside of the Call Recording Platform.



Compliance with Applicable Laws

The interception and recording of calls is highly regulated and it is the Customer’s responsibility to ensure that it complies with all Applicable Laws in relation to its use of the Call Recording Feature.
The Customer acknowledges that Plan:

  • will not and does not purport to provide any legal advice under this Agreement or otherwise to the Customer;
  • does not warrant or represent that the use of the Call Recording Feature by the Customer will in all circumstances be lawful or meet the Customer’s specific business needs; and
  • has advised the Customer to take independent legal advice in relation to its use of the Call Recording Feature which is used by the Customer entirely at the Customer’s risk.



Call Recording Limitations

Call Recording Bolt-Ons are only available to Customers that purchase the Hosted Voice service.

Call Recordings are stored in a cloud-based storage facility provided by a third party. Each Customer’s recordings and SMS are stored in a separate database with separate encryption keys. If the storage facility:

  • reaches its storage capacity;
  • loses connection with the Plan systems; or
  • is unavailable for any other reason
  • the Customer may lose access to the call recordings enabled by Plan and Plan shall have no liability in respect of any lost recordings.
  • If a call is unanswered and forwarded to another Connection the Call Recording Feature will be stopped and the forwarded call will not be recorded

The Third Party does not provide a back-up of any call recordings or SMS nor guarantee the integrity or accuracy of any call recording.

If the Customer wishes to keep any back-up of call recordings or SMS, it should ensure it is done so in accordance with all Applicable Law (including Data Protection Laws).

The Third Party will delete the call recordings following 60 days of the expiry and non-renewal of the Term or termination of the Agreement or of the Call Recording Bolt-on from all Services on the Customer’s account.

If the Call Recording Bolt-On is removed, customers have 60 days to access their call recordings before they are deleted.

In order to comply with regulations, in the event of individual Services being cancelled and thereby no longer being recorded, all recordings related to the Service(s) will be retained until they either reach their retention period (see clause I i F) or the Call Recording Bolt-On is removed (see clause I i B). In these cases, a monthly per-Service retention charge of £3.50 applies.

Plan shall have no liability for any loss or corruption to data in the Customer’s storage facility.

In relation to call recording conducted on behalf of the Customer, to the extent that any such call includes any personal data, Plan shall act as the Customer’s data processor when processing such personal data and each Party shall comply with the Data Processing Annex.

The Call Recording Lite Feature automatically deletes call recordings after a maximum of 3 months when using the Call Recording Lite Bolt-On, a maximum of 24 months with the Call Recording Premium Bolt-On, or for a maximum unlimited period with the Call Recording Ultimate Bolt-On (until the Agreements comes to an end or all Customer Call Recording Bolt-Ons are removed).



Transcribe & Sentiment Limitations

Transcribe & Sentiment Bolt-Ons are only available to Customers that purchase the Hosted Voice service.

Transcribe & Sentiment Bolt-Ons can only be added to a Service that has a Call Recording Bolt-On activated or when added at the same time as a Call Recording Bolt-On.

Transcribe & Sentiment requires the Call Recording Premium or Ultimate bolt-on to be added to a service before it can be applied.

Transcribe & Sentiment cannot be added to contracts of less than 12 months.

Transcribe & Sentiment requires a minimum of 20 extensions with Call Recording Premium or Ultimate

With the Transcribe & Sentiment Bolt-On, call recordings added to the platform are transcribed from the point that the Transcribe & Sentiment Bolt-On is added. Recordings that pre-date the Bolt-On will not be transcribed.

Transcribe & Sentiment Bolt-On is a Customer-Level Bolt-on, which means it is added to all Services with a Call Recording Bolt-On and priced accordingly. It cannot be added to individual Services.



Call Recording Export API Limitations

Call Recording Export API is a Customer-Level Bolt-on, which means it is added to all Services with a Call Recording Bolt-On and priced accordingly. It cannot be added to individual Services.

Call Recording Export API requires the Call Recording Premium or Ultimate bolt-on to be added to a service before it can be added.



Customer Responsibilities

The Customer shall:

  • be solely responsible for complying with all Applicable Law (including Data Protection Laws) and guidance issued by any applicable regulatory authority in respect of the interception of calls and collection of personal data using the Call Recording Feature;
  • not knowingly use the Call Recording in connection with any unlawful, illegal, fraudulent, misleading or harmful purpose or activity and shall at all times comply with the associated authorised use policy;
  • ensure that it makes it clear to all Users and potential participants in any calls that calls may or will be recorded and that in relation to each call that is to be recorded ensure that each participant in the call has been notified that the call is going to be recorded at the start of the call and (where appropriate) seek consent in accordance with Applicable Laws (including Data Protection Laws);
  • be responsible for ensuring that it has in place appropriate policies and/or processes to ensure that it complies with all Applicable Laws including training the Authorised Users in relation to their obligations when using accessing the Call Recording Bolt-On;
  • defining login and access permissions to determine which Authorised Users are able to access, retrieve and delete call recordings;
  • be responsible for the reliability, integrity, accuracy and quality of all content stored in the storage facility.

The Customer is responsible for paying any additional charges incurred in the event of call recordings exceeding the monthly allowance associated with their chosen Call Recording product.



Indemnity

The Customer shall indemnify Plan, and hold Plan harmless, against any losses, damages, claims, obligations, liabilities, costs and expenses (including legal fees and any costs and expenses incurred in investigating, preparing, defending or prosecuting any litigation, claim, proceeding or demand) arising out of or in connection with any claim or cause of action arising against Plan as a result of the Customer’s use of the Call Recording Feature.

versions

What’s changed?

This is the latest Hosted Call Recording  guide dated 19th May 2021.

previous versions

  • None