Call Recording Regulations

Call Recording regulations are changing all the time; with recordX from Oak you can always be safe in the knowledge that your business is fully compliant.

The latest version of Oak’s market leading Call Recording solution, recordX, has been tailored to meet the specific requirements of the Payment Card Industry. Currently all of our call recording products store calls using AES 256bit encryption. This means the calls are secure and tamperproof. However, in mid 2010 the PCI stipulated that if members do record calls they should make “best endeavours” to ensure that the three-digit CV2 number is not recorded.

recordX includes a new feature that allows agents to tell the call recording system not to record the part of the call where the customer speaks the CV2 number. The agent can enter the ‘stop recording’ command during the call to pause recording and the ‘start recording’ command to resume. So for example the agent would stop the recording then ask; “Can I have the last three digits on the back of your card" before entering the resume command. The CV2 number is not recorded, while the rest of the call is recorded and easily available for playback using the recordX web interface.

In 2011 the FSA will be introducing new regulations that will require many financial organisations to record their mobile telephone calls. The recording of these calls enables organisations to manage disputes in a climate where more and more business calls are carried out over the mobile network. recordX mobile provides users with the protection currently only offered on standard PBX based business calls. Designed to comply with FSA requirements recordX mobile will enable incoming and outgoing mobile calls to be recorded and be accessible through the recordX web interface.


For more information on recordX, visit the call recording section of oak.co.uk