Enterprise Call Recording - Enhanced Service Service Description
Enterprise Call Recording (ECR) is a service for recording phone conversations on the Enterprise Voice system (EVS). Recordings can be made on a line 100% of the time or on-demand. Recording capabilities are established per phone line. Customer Benefits
Recordings are useful for quality assurance, proving compliance, managing harassing phone calls and in court cases. Supervisors can review recordings to ensure proper handling and quality assurance. Auditors can review call recordings to see compliance with phone handling requirements. Calls from a single individual showing interactions over time can be retrieved with 100% call recording. Harassing phone calls can be recorded on a per case basis for law enforcement follow up. Customer Responsibilities To request this service, please submit a Telecommunications Service Request via a Telesoft Work Order. The customer will need to select 100% call recording or on-demand call recording. ETS Responsibilities ETS will manage incident resolution services through the Technology Support Center utilizing the Help Ticket System (HTS) to route the incident to the appropriate technical staff to ensure response, tracking and resolution. The service to provide the Enterprise Call Recording system will be maintained by ETS technical staff. Service Level Objectives The following criteria are the quality of service benchmarks established as the expected performance goals of this service.
Service Rates
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