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).

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.

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.

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.

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 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 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 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.

A mininum of 20 users on the account must have call recording added  

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.

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.

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.