My word is my bond -- but I've forgotten what I said!

Tyler, Geoff
September 2004
Management Services;Sep2004, Vol. 48 Issue 9, p20
Academic Journal
This article focuses on telephone call recording, which is spreading across the whole service sector. There are three elements to consider in voice recording, including the connection of the recording hardware to the telephone, the recording efficiency, and the retrieval cum management software. For the small branch office, the best solution may be a telephone or small switchboard that has recording built in. There are plenty of individual phones with built-in recording, often doubling as integral answering machines, but installed systems start one notch up the scale from them. Dictaphone International includes in its offerings Freedom WEB Call Check, an application specifically aimed at users who need quick access to their most recent calls. This provides users with a simplified interface to the telephone systems and allows easy call retrieval and playback. Dictaphone are aware that security is a key issue and given the right privileges, users can tag and add notes to calls as well as save a copy of the call for attaching to email. The rules under which organizations may record incoming and outgoing calls have been set by the Privacy Messages condition of the major two telecom class licenses--the Self-Provision and Telecommunication Services Licenses. The most fundamental requirement has been that every reasonable effort is made to inform all parties to a telephone conversation that it may or will be recorded.


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