This notice applies when a call room operated through Frecall has call recording or authorised live monitoring enabled. It supplements the Frecall Privacy Policy and any privacy, recording, or monitoring notice provided by the business you are contacting.
Before a caller joins the queue, Frecall displays a notice that calls may be recorded or monitored for quality assurance. Selecting the option to proceed confirms that the caller has seen the notice. If the caller does not wish to proceed on that basis, the caller can select "Not now" and contact the business through another available channel.
1. When recording applies
Recording begins only after a call is connected and a recording request succeeds. The business operating the room determines whether recording should be enabled and is responsible for identifying the lawful basis and purpose for recording.
The pre-join notice says a call may be recorded because technical conditions or room configuration can mean that a particular call is not recorded even though recording is generally enabled.
2. What a recording contains
A recording may contain the audio spoken by the caller and the agent during the connected portion of the call. Frecall also processes technical metadata such as room and call identifiers, agent assignment, recording start and end events, duration, format, file size, status, and storage path.
Queue audio, waiting media, or activity before the call is connected is not intended to form part of the connected call recording. A business should instruct agents and callers not to disclose information that is unnecessary for the purpose of the call.
3. Why calls may be recorded
The business operating the call room may use recordings for one or more disclosed purposes, such as:
- quality assurance and coaching;
- training and service improvement;
- reviewing a customer complaint or disputed instruction;
- security, fraud prevention, or incident investigation; or
- meeting a legal or regulatory obligation that applies to the business.
Contact the business directly if you need to know the exact purpose and lawful basis for its recording of your call.
Where the business has designated authorised managers or call reviewers, those people may also listen to an active call for disclosed quality-assurance purposes. Monitor access is listen-only, limited to the active room, and audited by Frecall.
4. Storage, access, and playback
Frecall currently creates audio recordings in MP3 format through LiveKit recording infrastructure and stores completed files in restricted cloud object storage. Recording metadata is linked to the relevant call history record.
Authorised managers may access recordings through the Frecall manager workspace. An authorised business integration may request a time-limited playback URL through the Frecall API. Those API playback URLs currently expire after approximately 30 minutes. A short-lived link reduces exposure but does not prevent an authorised recipient from capturing or saving audio while access is valid.
Businesses must limit recording access to people with a legitimate need and must not publish or share recordings unlawfully.
5. Retention and deletion
The business operating the room determines how long it needs call recordings, subject to its legal obligations and the Frecall service configuration. Frecall retains recordings and related metadata only as needed to provide the Service, follow valid customer instructions, maintain security and billing records, resolve disputes, and comply with law.
A recording may remain temporarily in backups or operational systems after a deletion request. Some associated call metadata may be retained separately where required for billing, security, audit, or legal purposes.
6. Your choices and rights
If you do not want to continue after seeing the recording notice, choose "Not now" before joining the queue and use another contact channel offered by the business. Once a call has started, you may ask the agent whether recording can be stopped, but the agent or business may need to end the call or use another channel if recording is mandatory for that service.
Requests to access, correct, restrict, object to, or delete a recording should normally be sent first to the business you called. Include enough information for the business to locate the call without sending unnecessary sensitive data. Frecall will assist the business with a valid request where appropriate.
7. Recording availability
Frecall does not guarantee that every connected call will produce a complete recording. A recording can be missing, delayed, incomplete, or unavailable because of network failure, provider interruption, storage error, an extremely short call, browser or device behaviour, or a call that did not end normally.
A business that has a legal duty to preserve communications must operate an appropriate independent compliance and continuity process and must not rely solely on Frecall recording availability.
8. Questions or requests
For questions about why a particular call was recorded, contact the business you called. For questions about Frecall's recording technology or privacy practices, email [email protected].