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Voicemail Pro 9.x Recordings - PCI Compliance

Voicemail Pro 9.x Recordings - PCI Compliance

(OP)
I have a customer with IPO500 V2 running 9.x with Voicemail Pro. They have a sizable call center and we record all calls (and have done so for the past 10 years). A recent audit showed that the recording of calls should be paused when the customer is speaking the credit card number (essentially the purchase/authorization portion of the call). Since we hard-code the recordings has anyone attempted to see if a call center agent could temporarily pause the call recording during this process without "stopping" the recording and creating 2 recordings? If anyone has any insight this would be great. Thank you in advance!

RE: Voicemail Pro 9.x Recordings - PCI Compliance

There is a button that does that, assuming VM Pro is doing the recording smile

RE: Voicemail Pro 9.x Recordings - PCI Compliance

(OP)
Amriddle - do you happen to know the button/action? It is Voicemail Pro doing the recording. Also - do you know if the button "pauses" the recording or simply stops and then you have to restart? I will attempt to test inhouse. Thank you!

RE: Voicemail Pro 9.x Recordings - PCI Compliance

(OP)
Amriddle - I searched it (pause recording). I have never used this but seems like it will work perfectly. Thank you again for posting!

RE: Voicemail Pro 9.x Recordings - PCI Compliance

No worries, you can set it to auto restart after a period or stay paused until pressed again... smile

RE: Voicemail Pro 9.x Recordings - PCI Compliance

Um...

Pause and resume recording is *not* a PCI/DSS requirement.
If your recordings are encrypted at rest and you can audit access to them (and I'm not sure contact store is does that) you should be able to argue that you are compliant

However if you choose to implement pause and resume, how do you aim to deal with the backlog of recordings that do contain PAN and CVV data?

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

RE: Voicemail Pro 9.x Recordings - PCI Compliance

(OP)
Matt - I agree (not a requirement) however Contact Store does not provide any encryption at this point and limited reporting. We are transitioning to Xima which provides everything we need but as an interim solution, if it's not recorded, it's not stored so should satisfy immediate needs I would think (assuming call center agents abide by the rules!)

RE: Voicemail Pro 9.x Recordings - PCI Compliance

You've identified the second issue with pause and resume; you are entirely reliant on an agent doing it right,every time to remain compliant. You also need to address how you will deal with the backlog of recordings (what is your retention period)

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

RE: Voicemail Pro 9.x Recordings - PCI Compliance

Oak do a good solution whereby you enter the card details into a webpage and when said webpage is loaded the call recording pauses. It then restarts the call recording automatically when you move from that page to the next page.

| ACSS SME |

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