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Secure Recordings

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Note: Talkdesk has released a security upgrade to better protect your call recordings. Your account will be automatically upgraded on September 1, 2016.

To better support customers with compliance requirements for data security, we’ve upgraded our underlying architecture for how we store and handle call recordings. This allows us to maintain best practices and security standards to keep your data secure. However, these upgrades may affect your current workflow when interacting with Talkdesk recordings within and outside the application. While we have taken efforts to minimize user experience changes, your agents may notice a different behavior, now that you have to explicitly allow the sharing of recordings with non authenticated users (more details below). Public sharing of recordings will automatically be disabled once the security upgrade is applied to your account, unless you define the "Public Recordings Enabled" setting to "Yes" under your account preferences. To limit the impact on your operations, you must define this setting before the upgrade takes place on September 1, 2016. You can still adjust this setting at any time after the upgrade has taken place.

Talkdesk Recordings

Talkdesk allows the recording of inbound and outbound calls as well as voicemails. We store these files on our secure infrastructure and provide access via a modal within our application. These modals are presented across our platform in various ways (for instance, the play button on the Call History or Voicemails sections):

Security Safeguards for Recordings

We are committed to protecting your data and always taking steps to increase the security of our system.

Due to the potentially sensitive information that may be discussed on call recordings, we take extra safeguards to protect this type of customer data. Access to call recordings within the Talkdesk application will always require user authentication.

If users are authenticated, the recording will load and can be played. If logged out, agents are prompted to log-in prior to being able to play the recording. If the user does not have permissions to listen to the recording, the modal will display the following: "You cannot access this recording. Please contact your Administrator if you think this is an error."

When accessing these recordings through a third party integration (e.g., email notifier, Salesforce case, Zendesk voice ticket), recordings will open a new tab and play natively in the browser, so long as users are properly authenticated. If users are not authenticated they will be prompted to log-in first, and then redirected to the recording player in the browser.

For new accounts, inbound/outbound recordings are disabled by default and the default data retention policy for call recordings is six months. However, you may change both these settings at any time by modifying your account settings in the Preferences section.

Enabling Public Recordings

As an admin you may choose to allow public access to your recordings. 

Certain integrations, such as Zendesk voicemail tickets, also have a native player which will not work properly when users are not authenticated (read more). Also, if you frequently share your recordings with non-Talkdesk users or with people outside your organization, you will need to enable public recordings in order for those users to play the recording.

To enable public recording for your account follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Select the "Admin" section [1].
  • Click the "Preferences" tab [2].
  • Scroll down to the "Call Settings" section.
  • Select the desired option next to "Public Recordings Enabled” [3].
  • Scroll to the bottom of the page and click "Save".

When enabled, recording URLs can be shared outside of your organization. Users will not be required to authenticate to play recordings when clicking on a recording URL from third party integrations or exported via call reports. You can update this setting at any time as your business needs change.

 

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