Advanced Call Recording

Call recording solutions

Recording telephone calls is a straight forward task with many telephone systems but this often opens up a raft of challenges, particularly around compliance.

Spitfire Advanced Call Recording features go beyond the need to record calls “for training and monitoring purposes” and deliver the functionality required for you to meet your compliance requirements. Each compliance requirement has its own unique set of requirements so Advanced Call Recording is tuned for specific scenarios such as MiFID II (Markets in Financial Instruments Directive) or PCI DSS (Payment Card Industry Data Security Standards).

Advanced Call Recording MiFID II

  • Recordings are encrypted

  • Access to recordings is restricted and auditable

  • All calls are recorded

  • Mobile calls are recorded (when using the 3CX mobile app)

  • Recordings are retained for up to 7 years

WHAT IS ADVANCED CALL RECORDING? ...

3CX is extremely feature rich with all the expected features included ‘out of the box’. This means you can keep the set-up as simple as you need it to be initially and then expand later without paying for licence upgrades or expensive add-on packs.

Spitfire will always aim to deploy the most up to date software version of 3CX, ensuring that you have the latest system on an ongoing basis and benefit from any enhancements launched – all included within the same simple monthly rental charge.

Some of the most common features are listed below, but please speak to a member of our Sales Team for more information on 3CX Cloud:

  • Call Management/Routing (e.g. transfer, forward, hold, park/pickup)
  • Auto Attendant / Digital Receptionist
  • Voicemail / Music on Hold
  • Compatible for handsets, softphones and mobile apps
  • Call Twinning (Ring Extension & Mobile Simultaneously)
  • Call Reporting
  • Call Queuing with Real Time statistics, monitoring and reports
  • Call Recording (if PCI compliance/MiFID II is required, please call to discuss our bolt-on solution)
  • Configure BLF’s on handsets/softphones
  • Unified Communications (presence, chat)
  • Voice Mail via Email
  • Conference Calls
  • Barge In / Listen In / Whisper
  • Wallboard
  • Integration with popular applications (includes Office 365, Salesforce and many more)
  • Clients for Android, Ios, Windows, Mac, Web
WHO WOULD USE IT AND WHY? ...

Feature rich system – all features included so no expensive add-ons if your programming requirements change

  • Scalability – the system grows with your business so you can add extensions as and when you need to
  • Flexibility of location – work from anywhere using the 3CX soft-phone on your laptop or the 3CX app on your smart phone. Home workers and remote sites all link to the one system so distributed ring groups can be set up across multiple geographic locations over just one core system
  • Easy price model – recurring monthly rental, cheap phone calls and one provider for easy billing
  • Free calls between extensions – remote workers, travelling staff and inter-office calls all done via internal extension numbers
  • Cut travel costs with web conferencing as an included feature – this will also save you time allowing you to host web meetings and enjoy face-to-face communication
  • Integrated 3CX soft-phone and smartphone apps mean that users can take their extension with them and stay connected, increasing productivity and keeping mobile phone costs low with free calls back to the office
  • Unified Communications – employees can view the status of other colleagues to avoid unnecessary call transfers which irritate customers
  • Integration with Office 365 and many CRM Applications
    KEY BENEFITS ...

    In order to make or receive a call, your handset needs to connect to the caller via the PSTN (Public Switched Telephone Network). Spitfire has a unique place in the market as we are the only UK based 3CX Partner to support the full journey of a call as a complete on-net cloud solution.

    At the heart of the Spitfire 3CX Cloud service is the Spitfire SIP network; a network isolated from the public Internet and purely dedicated to SIP voice traffic with a direct interconnect to the PSTN. The Spitfire 3CX Cloud core system is hosted in a Spitfire protected data network node where it connects directly to the Spitfire SIP network. This means minimal hardware at the customer site.

    Spitfire 3CX Cloud uses Spitfire SIP trunks to connect to the PSTN, included at no extra cost within the monthly extension rental charge.

    Finally, Spitfire recommend a secure data connection (either a Spitfire Voice Approved DSL or a Converged Ethernet circuit), where the call will be delivered to the handset or soft-phone to complete the route from the PSTN to your employees.

    All handsets are pre-configured by our engineers and are set up on a ‘plug-and-play’ basis to make self-installation simple. We can also provide on-site installation if required.

    Each employee will have their own extension on the system, with all management being controlled on Spitfire’s network. This makes add-ons simple and lead times short, with handsets sent out pre-configured and ready to plug in and use immediately.

    PCI DSS

    • Recordings are encrypted

    • Access to recordings is restricted and auditable

    • Recordings are paused while credit card transactions are taking place

    • Card details are entered into the keypad, not verbally communicated to the agent

    • The agent retains control of the call but has no access to the credit card details

    MORE ABOUT PCI COMPLIANCE ...

     

    The 12 requirements of PCI DSS are:

     

    1. Install and maintain a firewall configuration to protect cardholder data
    2. Do not use vendor-supplied defaults for system passwords and other security parameters
    3. Protect stored cardholder data
    4. Encrypt transmission of cardholder data across open, public networks
    5. Use and regularly update anti-virus software or programs
    6. Develop and maintain secure systems and applications
    7. Restrict access to cardholder data by business need to know
    8. Assign a unique ID to each person with computer access
    9. Restrict physical access to cardholder data
    10. Track and monitor all access to network resources and cardholder data
    11. Regularly test security systems and processes
    12. Maintain a policy that addresses information security for all personnel
    .

    Lyrebirds can make exact replicas of sounds they hear in their habitat which they use for nest protection, safeguarding food and defending territory.

    Safe and compliant advanced call recording from Spitfire

    Lyrebirds can make exact replicas of sounds they hear in their habitat which they use for nest protection, safeguarding food and defending territory.

    Safe and compliant advanced call recording from Spitfire

    Lyrebirds can make exact replicas of sounds they hear in their habitat which they use for nest protection, safeguarding food and defending territory.

    Safe and compliant advanced call recording from Spitfire