TMSVr - Professional call recording solutions
TMSVr is a stand alone or plugin module for our TMS range of products - lite, professional and enterprise   Vr can record your ISDN30, ISDN2 or Analogue trunks TMSVr has been in development for the past 12 months, and is now ready to give you a cutting edge when proposing any PBX solution to a customer whose business may benefit from or indeed demand an extensively featured call recording package, which is competitively priced. The name of our new call recording solution should give you a clue to its origins: TMS VR is an addition to the TMS family of call management solutions, therefore providing a complete management and call recording solution, which is contained and managed from a single work station or server. Because TMSVr is an integral part of the TMS software storing, finding, playback and archiving of calls is just a click away on a single machine.
Who needs to record calls? Legal firms Call centres Insurance companies Public agencies Health centres/doctors surgeries Any FSA regulated company is legally bound to record calls Why record calls? Resolving “who said what” disputes Telesales and marketing training Confirming quantities and specifications of an order Staff protection from abuse Litigation purposes, can be used in a UK court Monitoring staff performance Monitoring customer care Is it legal?   Businesses and other organisations ARE permitted to record their customers' calls, with certain conditions. Where organisations do feel it necessary to record or monitor calls - for whatever reasons - the rules under which they do so have been set by the Privacy of Messages condition of two major telecoms class licenses: The Self-Provision (SPL) and Telecommunication Services (TSL) licenses.
The most fundamental requirement of this condition has been that every reasonable effort is made to inform all parties to a telephone conversation that it may or will be recorded.
Ofcom has explained the SPL and TSL condition in an explanatory guide. We have extracted the following:   1.   You should make every reasonable effort to inform all parties to a call that it may or will be recorded, silently monitored or intruded into. It is up to you how you do this and that acceptable options, depending on circumstances, might include: –           Warning tones –           Pre-recorded messages –           Spoken warnings by the operator –           Written warnings included in publicity material, telephone directories, contracts etc.   2.   It may not always be possible to warn first time callers with whom you have had no previous contact but what is important is that you have a systematic procedure in place, which provides the necessary information where this is a realistic possibility.    3.   Ofcom also suggest following on a ruling from the European Court of Human Rights that staff are told of a phone that they can call from which will not be recorded.
	Call recording and the FSA:   UK financial institutions will soon have to record and store telephone conversations and electronic communications relating to client orders under new regulations to be introduced by the Financial Services Authority (FSA). From March 2009 firms will have to record all telephone conversations and electronic communications involving client orders for the equity, bond and derivatives markets and retain the files for six months. Electronic communication includes e-mail, instant messaging and faxes.   However the FSA says it has applied an exemption to recording conversations and communications - except e-mails - on mobile phones and other handheld devices because the technology required to tape and store mobile phone conversations is new and untested. However the exemption will be reviewed in 18 months' time, in line with an EU review regarding the addition of a taping requirement under the Markets in Financial Instruments Directive (MiFID).   The introduction of the taping programme is part of the FSA's efforts to combat market abuse, particularly insider dealing and market manipulation.
	download the FSA document	read our news article