Call Recording gives you have everything you need to enjoy secure, encrypted call recordings that are compliant with all UK regulations and legislations*. The technology provides additional layers of security, auditing, and recording retention.
With plan.com, you will enjoy a monthly call recording allowance rather than an overall storage allowance. Many other solutions charge you based on your storage, so unless you spend time and resource constantly downloading and deleting files, your costs will increase as your recordings increase. With our platform, recordings from previous months aren’t included in your allowance, which means you don’t need to worry about housekeeping.
You may not need to record every call that comes in and out of your business. That’s why our cloud-based call recordings are linked with an extension, not an entire business. Once again this can save time and money, eliminating unwanted recordings.
With the right permissions, you can access call recordings through my.plan. A simple, easy to understand interface makes finding and accessing calls effortless, meaning you can listen to a call in just a couple of clicks.
1,000 minutes of call recordings per month per extension with 3 months of retention.
2,000 minutes of call recordings per month per extension with 24 months of retention.
5,000 minutes of call recordings per month per extension with a maximum unlimited retention.
*Please see Terms & Conditions for more details
Simply add a call recording bolt-on to each extension you need recorded. Calls made or received by that number are automatically recorded.
After setting permissions over who can access the recording platform, those with access can use the platform to identify and listen to calls. It’s that easy!
For businesses with more than one extension, your monthly call allowance is pooled across all your recorded extensions, helping you to avoid additional charges* if call activity is not evenly spread across each number.
The Call Recording platform has analytics built in, so that you can see how many recordings are available, when they were made, who received them, and when they are due to expire.
All of this is presented on interactive graphs as well as tabled insight.
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.
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.
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.
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.
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.
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
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.
Exceeding the monthly call recording allowance
Bolt-on expiry and non-renewal
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.
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:
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:
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.
The Customer shall:
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.
This is the latest Hosted Call Recording guide dated 19th May 2021.
