Voice recording consent via a vector for GDPR?

[biglebowski]

We are planning to enable voice recording (Verint) for our 3x contact centres but GDPR now states that an announcement of "calls may be recorded for monitoring and training....." is no longer acceptable. We now have to get and log explicit consent from the caller either verbally or a keypad press that they consent to being recorded.

I know that Verint captures the DTMF during a call but does it also capture the DTMF during vector processing e.g if we add an option to the vector for them to press 1 for consent or 2 to decline could that be captured by the recorder.

If not can we send those button presses to a log file or externally etc?

Another option would be for the agent to ask consent when answering the call and if needed stop recording via a feature button but I'd rather automate the task than rely on agents sticking to scripts.

 

[BIS]

What we do is route such a call to 2 separate VDNs, with the recorder having a 'negative recording plan' for one of them.

 

[biglebowski]

Cheers, looks like that will have to be the way to go.