Here are some recording questions and answers to help you decide if you need to record phone calls or radio transmissions using a Red Box Recorder. If you’ve got any other questions please contact us.
1. Why should I record telephone calls or radio transmissions?
- Public Safety. If your work relates to public safety then recording may be a legal requirement. Recordings can assist in emergency situations or for event reconstruction. Types of organisations required to record calls and radio include fire and emergency services, police and transport hubs such as airports or train stations.
- Dispute Resolution. If your business buys or sells over the telephone there is a good chance there will be disputes about prices or quantities discussed. If your conversations are recorded there will be far less disputes and they will be resolved quickly.
- Training. Call centre staff dealing with customers need to say the right things at the right time. By replaying calls to staff you can highlight what was said correctly and provide training for areas that need improvement.
2. Can I legally record telephone calls or radio chatter?
There are Australian and state laws regarding the monitoring of communications. Some public safety organisations are legally required to record calls or radio transmissions. Other organisations can record for dispute resolution or training purposes but they must inform the other party that the conversation will be recorded. You can read more about recording rules by clicking the links below:
3. Why should I purchase a Red Box Recorder from CallTech?
Red Box Recorders are extremely reliable, easy to use, secure and flexible. Red Box is a global company but you will get quality local support from CallTech.
CallTech has been supplying Red Box Recorders to Australian businesses since 2007. We won’t just install a recorder then leave it for you to figure out. We provide training and continued support for your Red Box Recorder. We make an effort to inspect and update your recorder at least twice a year and respond quickly to any Red Box related questions or concerns. CallTech also has spare recorders and parts so in the unlikely event that your recorder is partially or completely broken, we can get you recording again quickly.
4. Is a Red Box Recorder expensive?
You might be very surprised at the low cost of a Red Box Recorder when comparing it to other commercial recording solutions. If you just need a basic recorder package with a small number of record channels then that’s all you’ll pay for. You could even provide your own hardware or virtual machine to keep the price down.
CallTech is happy to provide a more elaborate recorder with multiple hard drives, power supplies, network storage and extra Red Box features but only if you specifically require these items.
5. Will I still be able to record if I replace my phone system in the future?
Yes. Even if you install a telephone system from a different manufacturer there is no need to throw out your Red Box Recorder. CallTech can change the Red Box configuration to handle your new telephone system. A single Red Box Recorder can be configured to handle many different telephone systems from all of the major manufacturers. These include Avaya, Aastra, Alcatel, Cisco, Genesys, Mitel, NEC, MS Lync, Panasonic and Siemens.
6. My business wants to record a telephone and radio network. Do I need 2 separate recorders?
Of course not! A single recorder is capable of recording several telephone and radio systems at the same time. As long as the audio from your telephone and radio systems can be sent to a single location we can record it all.
7. How secure will my recordings be?
Extremely secure! Many years ago Red Box developed a secure frame based recording method which is still the envy of other recorder manufacturers today. This method splits a recording into many fragments and spreads these fragments across multiple files. You can read the Red Box Frame Recording document for more technical details about how this works. Basically the only way to listen to a recording is for an authorised user to login via the Red Box web interface. If somebody steals a Red Box archive DVD containing recordings it will be useless to them unless they have authorised access to a Red Box Recorder.
8. How many years can I keep recordings for?
As many years as you like. All recordings are stored locally on the recorder’s hard drive. Only the oldest recordings are removed once the hard drive is full to make room for new ones. The flexibility of a Red Box Recorder means you can use any size hard drive you want or can afford. If you only want to keep recordings for a short period of time you can specify the number of days you want to store the recordings for.
You can also backup your recordings to a network storage location. You can have multiple network storage locations so if one is full you can create a new one and tell the recorder to backup to it. When searching for calls the recorder will automatically find the recordings from the most convenient location – from the hard drive or a network storage location if the recordings are old.
9. How can I prevent staff from deleting recordings?
You don’t need to. By default nobody can manually delete recordings. Alternatively, if you want to delete specific recordings you can order a call deletion license and enable it for specific staff members.
10. Can I use the recorder to hear live conversations?
If you like. Simply view the recorder’s monitoring screen which highlights the devices that are currently being recorded. Click the headphone button next to the device you want to listen to. You will hear the conversation in real-time or at least within a couple of seconds (depending on your network speed). You can restrict access to this feature so only authorised staff can perform live monitoring.
11. My business discusses sensitive financial information with callers that we don’t want recorded. Can this be removed from recordings?
Yes. Red Box Recorders meet the requirements of the Payment Card Industry Data Security Standards (PCI DSS). This means sensitive financial information is protected and can only be accessed by those who need the information for business purposes.
Red Box provides options to pause or stop recording when discussing a customer’s credit card details or other sensitive information. One option is to allow the operator to stop the recording by clicking a button on their computer screen. Another option is to automatically stop recording when an operator opens a payment window or visits a payment webpage.
12. My business has several departments. Can I setup the recorder so staff can only replay recordings from their own department?
Certainly. You can assign telephone extensions to a specific group and restrict staff access to that group. You could have a salesperson who can only access sales department recordings. You can even restrict a staff member so they can only listen to recordings for their own telephone.
13. Do you have a solution for a company that can’t afford to miss any recordings even in the event of a disaster?
You want 2 recorders running in parallel. You could run these at the same location or have one recorder running at a separate disaster recovery site. You can have a primary recorder which stores and archives all recordings and a secondary recorder that just keeps 2 hours of recordings. The secondary recorder will take over recording and archiving in the event of a primary recorder failure. Another option is to have both recorders constantly recording and archiving so everything is duplicated.
For further resilience Red Box Recorders can send recordings to a remote network storage location. Recordings can also be archived to DVD-RAM or Blu-ray rewritable discs (BD RE) for offsite storage. For busy operations you could use RDX (Removable Disk Technology) instead of optical discs which allows you to store many more recordings on a single removable disk.
14. Besides landline telephones and radio, what else can be recorded?
- Mobile phone calls. A mobile phone can be configured to send conversations to a Red Box Recorder.
- Microphones. In a control room or meeting room you might want to record everything that is discussed. You can setup microphones in the room to be recorded by a Red Box Recorder. This is known as ambient recording.
- Computer screens. When an operator is on a call you might like to see what they are viewing on their PC at the same time. With synchronised screen and voice recording you can ensure business applications are being used correctly and identify areas for improvement.