Encryption and Rules and regulations for call recording

Encryption

If required, Puzzel can encrypt your call recording files immediately after a recording is done, using the Puzzel customer's X.509 Public Key or PGP Public Key. The public key (to be used to encrypt) must be sent to Puzzel, that stores it in the Admin Portal.

If encryption is configured, Puzzel can deliver the encrypted recording files to Puzzel's FTP server (mp3/wav) so that you can download the files and store them locally. The recording files can be decrypted only if you have the belonging Private Key.

If recordings are encrypted with your Public key and you want to have the recording files in the Puzzel Archive, encrypted MP3 recording files can be delivered to the Archive. Encrypted recording files can be downloaded from the Archive, but not played in the Archive.

When using the X.509 or PGP Public Key from the customer, Puzzel does a one-way encryption based on this public key. Puzzel is not able to decrypt an encrypted file. The strength of the cryptography is based on the public key. See reference:

https://en.wikipedia.org/wiki/Public-key_cryptography

Rules and regulations for call recording

The Puzzel customer should apply to the rules and regulations for call recording in his country. Relevant questions are:

• Which calls can be recorded, and which calls must be recorded?
• How to inform callers about recording?
  • Should the caller be able to deny that a call is being recorded?
  • Do I need the callers acceptance before recording?
• How to inform (and get acceptance from) agents about recording?
  (other than to show in the Puzzel Agent Application that a recording is ongoing)
• Who should have access to what recordings in the Puzzel Archive?
• How long an and must I save the call recording files?
• What if one of my customers requires to get a copy of or listen to one of their call recordings, or requires its deletion?