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December 13th 04, 06:33 PM

Dan Lanciani wrote:
In article .com,
(Curtis CCR) writes:
[...]
| In California, any phone call going over the public network
| cannot be monitored or recorded without consent of BOTH parties.

[...]
| The restrictions extend to the call center operations here too.
| Customers hear "your call may be monitored or recorded..." The
| montoring system records all calls on the customer service reps
phone,
| as well as what they are doing on their computer during the call.
In
| addition to the line for call queues, there is also a line for the
CSR
| to use for direct incoming calls or to make outgoing calls. The
| monitoring system records all calls on the CSR's phone regardless
of
| what line is used.
|
| When recordings are reviewed by management, they are always
reviewed by
| two people. The privacy policy requires that as soon as they
identify
| anything they hear as personal or otherwise not related to customer
| service, they stop listening and move on. The direct line on the
CSR
| phone does not have a monitoring notice so the privacy has to be
| extended to third party.

Are you saying that they do record the direct line even though there
is
no notice to the person on the other end? If that is the case,
hasn't the
law already been violated even if the people reviewing the tapes try
to
avoid listening to "personal" content?

Nope. It works out because of the way the law is written. The
recording connection to the phone is authorized, and they don't listen
to personal communications.

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