// Managed Voice — Use Case
Call Recording & Compliance — every call captured, every record defensible
Deploy call recording that captures every inbound and outbound call, stores recordings encrypted, and makes them instantly retrievable when compliance, legal, or quality needs arise.
Call recording is a compliance requirement in finance, healthcare, and legal services — and a quality assurance tool in every other industry. But many organizations have recording configured inconsistently, with gaps in coverage and recordings stored on local hardware that could disappear in a failure. InfoNetworks deploys recording at the platform level so there are no gaps, encrypts storage, and configures legal hold and access controls before your compliance team ever asks for a recording.
// What We Deliver
Complete capture, compliant storage
Complete Capture, No Gaps
Recording is configured at the platform level — not per-device, not per-user, not dependent on anyone pressing a button. Every inbound and outbound call on every extension is captured. Softphones, desk phones, and mobile apps all record identically.
Encrypted Storage & Legal Hold
Recordings are encrypted at rest with AES-256 and stored in redundant cloud storage. Legal hold prevents deletion of specific recordings during litigation or investigation. Access controls limit who can play back recordings and create an audit log of every access.
Searchable & Exportable
Recordings are indexed by extension, DID, date, time, duration, and direction. Supervisors search and retrieve specific calls in seconds. Export packages can be produced for legal discovery, regulatory response, or quality review — with full chain of custody documentation.
// How It Works
Recording configured for compliance, not just coverage
We start by mapping your regulatory requirements — FINRA, MiFID II, HIPAA, state wiretapping law, or internal policy — and configure recording, retention, and access controls to match. This isn't a default setting; it's a compliance-scoped deployment.
Step 01
Compliance Scoping
We identify the regulatory framework that applies to your industry and jurisdiction — and map which extensions, DIDs, and call types require recording. We also flag consent requirement differences by state so your disclosure playback is configured correctly from day one.
Step 02
Platform Configuration
Recording is configured at the platform level — not bolted on after. We set retention policies by call type, configure access roles so only authorized personnel can retrieve recordings, and set up automated deletion schedules for recordings past their retention window.
Step 03
Testing & Verification
We run a full test matrix — inbound, outbound, transferred, conferenced, and mobile calls — and verify that every call type records correctly. Coverage gaps found here are closed before go-live, not discovered during an audit.
Step 04
Ongoing Compliance Monitoring
We monitor recording health continuously — failed recordings, storage capacity, and access anomalies all generate alerts. When regulations change or your platform updates, we review the configuration and adjust. Your recording posture stays current without your team tracking regulatory changes manually.
// Who It's For
Right for you if...
Call recording compliance is mandatory for financial services firms subject to FINRA or MiFID II, healthcare organizations recording patient-related calls, and legal services firms managing client matters. It's also a strong fit for any customer-facing business where disputes, quality assurance, or training require a recording archive. If you've ever had a he-said/she-said situation with a customer and wished you had the recording, or been asked by a regulator for call records you couldn't produce, this use case is directly relevant.
// FAQ
Common questions
Q
Do we need to tell callers they're being recorded?
In most US states, yes — either through an auto-played disclosure or a beep tone. Requirements vary by state (one-party vs. all-party consent) and by regulatory framework. We configure the appropriate disclosure playback as part of the deployment and advise on state-specific requirements. This isn't something you want to figure out after a complaint.
Q
How long do recordings need to be retained?
Retention requirements vary by industry: FINRA requires 3 years for most broker-dealer calls, MiFID II requires 5 years, HIPAA has no specific call retention requirement but general records retention rules apply. We configure retention policies per extension or call type based on your specific obligations — and set automated deletion schedules for recordings past their window to avoid unnecessary storage costs.
Q
What happens if a recording fails to capture?
We monitor for recording failures in real time. If a call fails to record — due to a platform error, network issue, or configuration gap — an alert fires immediately. For regulated firms where missed recordings are a reportable event, we can configure automated incident logging. The goal is that you know about a missed recording the same day it happens, not during an audit months later.
// Ready to close the recording gap