Yes, most hosted VoIP systems include call recording as a built-in feature. Calls can be recorded automatically or on-demand, stored securely in the cloud, and accessed through a web portal.
Is call recording legal in the UK?
Yes, businesses can legally record phone calls in the UK under the Telecommunications (Lawful Business Practice) Regulations 2000, provided the recording is for legitimate business purposes such as:
- Quality assurance and staff training
- Compliance with regulatory requirements (FCA, PCI-DSS)
- Dispute resolution and evidence of verbal agreements
- Monitoring customer service standards
Important compliance considerations:
- Inform callers – best practice is to play a brief announcement at the start of the call (e.g. “calls may be recorded for training and quality purposes”)
- GDPR compliance – recordings are personal data and must be stored securely, retained only as long as necessary, and made available to individuals on request
- PCI-DSS – if you take card payments over the phone, ensure your system can pause recording during payment details
VoIP call recording features:
- Automatic recording of all inbound and outbound calls
- On-demand recording with a button press
- Searchable recordings by date, number, or user
- Secure cloud storage with configurable retention periods
Connection Technologies can configure call recording as part of your hosted VoIP setup. Get a quote to discuss your requirements.