TeleWare Re:Call FAQ for Resellers

Transcription

1 TeleWare Re:Call FAQ for Resellers A - About the Re:Call Service and Application 1. Why have TeleWare developed a mobile application, isn t the SIM based recording solution sufficient? For organisations whose employees use mobiles for important communications, Re:Call from TeleWare is the most convenient app available, giving a simple, robust and frictionless means of recording business communications. Re:Call has been developed in response to feedback from the marketplace. Many users want the flexibility of using TeleWare communication recording services whilst retaining their existing mobile airtime and data contract. Other users want the convenience to record business calls on their Bring Your Own Device handsets whilst retaining separate numbers for personal calls which do not need to be recorded. Re:Call users receive a second number which enables this. With the launch of Re:Call TeleWare are unique in providing both SIM and App-based recording solutions which address compliance requirements, maintain quality standards and assist with training and sales performance objectives. 2. Which mobile devices can I use with Re:Call? The Re:Call application has been designed to work with ios and Android mobile phones. For ios users we recommend using ios 10 and above and for Android users we recommend version 6 (Marshmallow) and above. 3. Can I use Re:Call with BlackBerry handsets? Re:Call will operate on newer BlackBerry devices which use the Android operating system. Older BlackBerry devices which run the BlackBerry OS cannot be used with Re:Call 4. Can I use Re:Call with Windows Mobile handsets? No, Re:Call is not designed for use with Windows Mobile

2 5. How do I install the Re:Call Application? The Re:Call Application is available via the Apple App Store and the Google Play Store. For larger corporate and enterprise users your business may operate its own App store and Re:Call can be made available for download from there. To use the Re:Call you will need a subscription. Upon subscribing to the service you will receive a personalised Username and Password to set up Re:Call on your device. This will be provided as part of your Welcome Pack documentation. You will also receive your own Re:Call number upon which to make and receive recorded calls. 6. How are updates to the Re:Call App distributed? In most cases Re:Call updates will be installed automatically upon launching the App on your device. We recommend using the latest release version at all times. 7. In simple terms, how does Re:Call work? When you make or receive a Call or SMS message using your Re:Call App the call is intelligently and securely routed via TeleWare s cloud-based recording servers which sit in-line and record the call or messages. The recordings are then instantly available via the secure Hub interface for the period specified in your organisations retention policy. 8. Does the Re:Call service support SMS? Yes, SMS messages can be sent and received using the Re:Call App. As with voice calls any SMS messages sent or received will be recorded and available within the Hub portal. Messages sent and received using the native SMS client on your handset will not be recorded. 9. Can the Re:Call Service be used with a TeleWare recorded SIM? Yes, using a combination of both would make sense, for instance where compliant recorded calls need to be made on non CAMEL networks. 10. Can the Re:Call Service be white-labelled or company branded? Yes. Please contact your TeleWare representative for details. 11. How do I obtain the Re:Call App for my users? Can the Re:Call Service be enabled on my Businesses Corporate App store / MDM solution? The latest version of Re:Call is available through the Apple App Store and Google Play. Controlled distribution of Re:Call to your company owned devices can be enabled in a number of ways including via most popular MDM (Mobile Device Management) solutions. Please contact TeleWare for more details.

3 12. Who should I call if I have technical issues or problems using the Re:Call Service? Contact details for the TeleWare support desk are included in your Welcome Pack. 13. What are the costs for using the service? The service is provided on a monthly subscription which includes recorded calls and SMS messages. For subscription costs and ratecards please contact your TeleWare representative. 14. Will the service work with any SIM card / mobile provider? Re:Call is an overlay service and has been designed to work with the vast majority of SIM providers worldwide. At present we are restricting the usage of the services to be used in conjunction with mobile contracts from major UK mobile providers (o2, EE, Three and Vodafone). The service is not designed to work with mobile-sim enabled tablet devices including Apple ipads. 15. To what extent will Re:Call provide compliance with the often contradictory obligations under GDPR and MiFID II? The key clause in respect of the interplay of GDPR with MiFID II and other regulations is covered in Article 6.1 which states processing (of personal data) shall be lawful only I and to the extent that at least one of the following applies: (1) processing is necessary for compliance with a legal obligation to which the controller is subject; (2) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority invested in the controller What this means in effect is that the provisions of MiFID II will override those of GDPR. Re:Call provides a dedicated number upon which all inbound and outbound calls and SMS messages will always be recorded. By using the Re:Call number for all business calls (and enforcing effective process and monitoring controls) the record keeping requirements under Article 16(7) of MiFID II will be met in respect of mobile voice and SMS communications. Furthermore under GDPR, employers have a duty not to process employees personal data without business justification and consent. This includes personal calls. By providing an elective means by which employees can make non-recorded calls on company owned devices Re:Call supports an organisations GDPR compliance efforts in respect of making and receiving personal (non-business) calls. 16. From a Data protection perspective are the call recordings made by Re:Call classed as personal data? Call recordings per se do not constitute personal data however they do have the potential to capture personally identifiable information such as names and

4 addresses and other sensitive information including banking, financial, health, family, religious etc. The is that it is safest to assume all call recordings are personal data and should be treated as such. This is because in practice it is impossible to determine at the start of a conversation whether personal data will be passed. GDPR does not state that you cannot record personal data, rather it requires businesses to actively justify the purpose of recording and that this can be shown to meet any of six conditions: The people involved in the call have given consent to be recorded. A recording of a call is necessary for the fulfilment of a contract. Recording is necessary for fulfilling a legal requirement (including MiFID II see above). The call recording is necessary to protect the interests of one or more participants The call recording is in the public interest or necessary for the exercise of official authority. Recording is in the legitimate interests of the recorder, unless those interests are overridden by the interests of the participant in the call. B Installing and Using the Re:Call App and Service 17. How do I configure Re:Call to use with my device? You will need to enter the telephone number associated with your underlying SIM card when you first set up Re:Call. Full instructions on how to do this will be provided in your Welcome pack. 18. What is my Re:Call Number? Does it replace my existing mobile number? Your Re:Call number is the mobile number you use to make and receive recorded calls and SMS messages using the Re:Call App. Your Re:Call number will be assigned when you subscribe to the service. Your existing mobile number associated with the SIM card on your device can still be used to make and receive calls and SMS outside of the Re:Call App however these will not be recorded. 19. Can I keep my existing mobile number and use this with Re:Call? Do I get to choose my personal Re:Call number? As a subscriber you will normally be assigned a new UK mobile number as your Re:Call number. You also have the option to port your existing mobile number (subject to your mobile providers policies) for use as your Re:Call number. Options to assign non-uk numbers (including mobile numbers) will also be available in the

5 future. Note that if you request a PAC code from your current provider for your existing mobile number you will need to ensure that you have a replacement number for use on your underlying SIM to associate with Re:Call. 20. Is there a minimum number of Re:Call users per organisation? Yes, the minimum number of users for each tenancy / organisation is How do I access, download and listen to my mobile recordings? The administrator for your company will be provided with a secure login to the TeleWare Hub. This is a secure, web-based portal from which you can search for, view and listen to all of the call recordings which are stored according to your organisations retention policies. Call recordings can also be played back to a telephone, protected by a secure one-time password. For more information please see the Hub User Guide. 22. Will I be able to use overseas mobile numbers with Re:Call? Yes, we will be making this capability available as part of the commercial release of the international service during late 2018, early 2019 (contact your TeleWare representative for more details). 23. Can I choose which calls I want recorded? All calls made using Re:Call will be recorded. To make a call which is not recorded you will need to use the number associated with your SIM card and use the native dialler / address book on your device. Similarly with SMS messages, only those made and using the Re:Call app will be recorded. 24. For people I call using Re:Call, how will they know that their calls are being recorded? In common with TeleWares SIM-based recording service The Re:Call Service will be able to automatically announce that a call is being recorded to the recipient. These announcements can be disabled if required. It is generally considered best practice (and a legal obligation in many geographies) to inform individuals that calls may be recorded and we recommend that you consider this when using the service. 25. Which number will be presented when I make calls? If you use the Re:Call App your Re:Call number will be presented alongside the call or message. If you make and receive calls and messages using the native dialler on your device these will display the number associated with your underlying SIM and not your Re:Call number.

6 26. What happens if I change my handset or SIM? If you change your handset you will need to reinstall the Re:Call Application from the appropriate app store. You will also need to re-enter the number associated with the SIM in your phone. Your Re:Call number and login details will remain the same. If you change your SIM to one with a different mobile number you will need to change the number in the settings on your Re:Call App. 27. What about emergency calls? In common with most telephony overlay applications the Re:Call App is not designed and should not be used for 999 / 911 calls. In the event of needing to make such a call you should always use the native dialler on your handset which has specific features for handling emergency calls. 28. Can I use my personal Phonebook to make and receive calls using Re:Call? When the Re:Call application is first installed it will access the address book on your device. Any subsequent changes to entries the address book on your device can be seen in the Re:Call Address book and used to make recorded calls. To make a recorded call you must always use the Re:Call App Address Book or dialler. It should be noted that any contacts added directly to the address book in Re:Call will not be reflected in your device address book. 29. Does the Re:Call service include a Voic capability? Are voic s left on my Re:Call number recorded? Re:Call includes a voic service. Calls made (messages left) to the Re:Call Voic box will not be recorded however any calls made to retrieve the message will be recorded, providing a legitimate record of the communication as received. For details on accessing your Re:Call voic please refer to your Welcome Pack. 30. How do I install updates to my Re:Call application? In most cases Re:Call updates will be installed automatically upon launching the App on your device. We recommend using the latest release version at all times. If your organisation has an MDM solution or Enterprise App store in operation the update schedule may be managed by the administrator at your business. 31. On my iphone when I place a call it asks me to confirm a call to an (0203 xxxxx) number which I do not recognise. What is this and will I be charged a premium rate for this call? Nothing to worry about, this is perfectly normal. This is the TeleWare service number which is used to record your call. This number will not be presented to the person receiving the call (they will just see the Calling Line Identifier of your Re:Call number). The cost of this call will depend upon your mobile providers tariffs and will be the

7 same as a call to the London (0207, 0208, 0203 codes). If your SIM provider has a bundle or unlimited package in operation the call will normally come from this allocation. There is no charge to the person receiving the call from your Re:Call App. 32. Can I suppress my CLI (Calling Line Identity) for calls made using the Re:Call app? No, this is not possible. 33. Can I make calls in the absence of a data connection to my handset? Unlike some other services Re:Call voice services can operate in the absence of any data (GSM data or WiFi Signal). You may notice that calls take slightly longer to connect an outgoing call in the absence of a data connection. We therefore recommend that you keep your data connection and/or WiFi switched on whilst using the service. In order to send and receive SMS messages using the Re:Call App you will require an active data connection. 34. Is Re:Call a VOIP (Voice Over Internet protocol) service? No. In order to provide a high quality and consistent user experience Re:Call is configured to use the GSM voice capability of your underlying SIM card for both inbound and outbound calls. Certain mobile providers include access to VOIP capabilities and/or WiFi Calling as part of their subscriber package. We are currently evaluating these in order to ascertain the suitability and compatibility for use with Re:Call. In the short term we recommend that you do not use these services in association with Re:Call 35. How can I ensure that any dropped calls are recorded in their entirety? In the event that a call drops due to a signal outage it is important that you redial using the Re:Call application and not the native dialler. Using the redial function on the native dialler will mean that the call is not recorded? 36. For Inbound Calls and SMS messages, how do I know that they have come to my Re:Call number? An announcement is made at the start of any call which has been received on your Re:Call number. This states Recorded Call. For inbound SMS messages to your Re:Call number you will only be able to read and access them using the Re:Call App.

8 C Costs of Using the Service 37. What are the costs associated with using Re:Call for making and receiving calls and messages? Re:Call is a subscription recording service and is charged on a per-user, per-month basis. For Voice calls and data Re:Call uses the voice capabilities and allowances associated with the SIM card (underlying SIM) provided by your mobile operator. Any outbound calls to the UK or EU countries made using your Re:Call number will incur a charge equivalent to making a national call to an 0203 number via your mobile provider and will appear where relevant on your mobile provider bill. These will vary according to your SIM provider. Inbound and Outbound SMS messages to your Re:Call App are included in the monthly subscription subject to a fair usage cap of 250 messages per month. Calls to your Re:Call number from UK/EU countries will not be chargeable subject to a maximum fair usage of 1,000 total recorded minutes (inbound and outbound) per month. For voice calls made to or from your Re:Call number to non-uk/eu locations a zoned ratecard will apply and will be charged in addition to your monthly subscription. For full details please refer to the TeleWare price list and ratecard which will be provided by your TeleWare or partner representative. 38. In use, will the service eat into my data allowances? Initial downloads and periodic updates to the Re:Call App will consume a minimal amount of Data. In normal ongoing usage the Re:Call App will consume a small amount of additional data from your mobile SIM allowance. This will vary according to your usage pattern but should never be more than 100Mb/month in normal usage. In common with other Apps on your device and to minimise any data usage charges associated with the App you may wish to make use of WiFi connections where available. D Security, Compliance and Service Resilience 39. How do I know my call and SMS recordings are secure and cannot be lost or misappropriated? All call recordings are stored in a dedicated area (tenancy) which is set up for your application. The recordings are stored securely in a tamper-evident vault on the TeleWare platform which has full disaster recovery and resilient operation. Only users from your organisation with the appropriate permissions and security

9 credentials can access and download the recordings. Audit reports are available which show access to the Hub portal. 40. If I lose my device will my Call recordings and Voic be secure? We recommend that you use the device security features on your handset to secure access in the event of loss or theft. Access to your call recordings is only available via the TeleWare Hub using the supplied security credentials. No call recordings are held on the device at any time. Access to the Voic in your mailbox is protected via a PIN security code. In the event of loss of theft of your device we recommend that you contact TeleWare Helpdesk to temporarily disable the Re:Call service until such a time as it can be re-established on an alternative handset. We also recommend that you contact your mobile provider in order to block the device and SIM as appropriate. 41. Is the Re:Call Service resilient? What happens to the Recording of the Calls in the event of an outage in the TeleWare cloud services? The Re:Call service has been built using the same resilient capabilities which underpin our SIM-based call recording platform. In the unlikely event of an outage it would not be possible to make or receive a call or SMS message using the Re:Call App. This is implemented by design in order to ensure compliance and assure that 100% of calls made and received using Re:Call are recorded.