Our enhanced call encryption and improved access functionality gives you greater control of who can listen to call recordings: with password prompts and a new access control area. By encrypting your call recordings, only approved users can bypass the secure data layer, adding an extra layer of security to your conversations and preventing unauthorised users from accessing, what could be, extremally sensitive information.

To enable this feature on your portal, please contact the MaxSupport team.

What it means for your portal

This feature is an 'all or nothing' feature meaning, with secure call recording switched on, ALL areas of the system that access call recordings and live calls will be subject to security changes for ALL users. 

When trying to access a call recording or trying to coach/monitor a user, the user will be prompted for their password for access. 

Only users who have been authorised to access call recordings will be able to pass this level of security, enabling you to specify who has access to call recordings and who doesn't.

Secure Call Recordings Page

To allow users access to secure call recordings and the coaching page, you must first add them via the Secure Call Recordings page (Initially, this page will only be accessible by users who have been allocated via MaxSupport).

Across the top of the page, you can see the following options.

Secure	Shows all users who have access to secure call recordings.
Unassigned	Shows all users who do not have access to secure call recordings.
All	Lists all users active on the system.
	Refreshes the data of the page. E.g. if someone has accessed the page while new users are added to the system via the CTU, they will not see the new users until they have refreshed the page.
	Allows you to filter/search the table of users by any of the below column headers.

Add/remove users access to call recordings, coaching and monitoring.

The final column in the table allows you to make users 'secure' or not by selecting the icon to one of two states.

	Add user access to secure call recording.
	Remove user from access to secure call recording.

Password prompts

Recordings Playback Selecting a call recording prompts you for your password. You must re-enter your password each time you select a recording.	Coaching Selecting the 'Connect' button to 'nail up' to monitor, coach, barge and barge kick will prompt you to enter your password.
Record History When selecting the Interaction tab on the Lead Information dialog box, you will be prompted to enter your password to access the recording.	QA When selecting calls that have had notes added, you will be prompted to enter your password to listen to the whole recording, not just the noted section.

For your consideration

Rules for the page

• There should always be a minimum of 2 users assigned. 
• You cannot delete yourself. 
• You should already have recording permissions to be in the list of unassigned users. 
• Normal password rules (If a password policy is active) of entry are applied e.g., so many incorrect attempts result in the account being locked. 
• Actions from the page are recorded in the auditing table. 

CTU - changing a password/making a user inactive

• To change a password of a secure user you must be a secure user yourself. 
• To deactivate a user, they must first be removed from the secure recording access page first.