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Who can listen to recordings in Klytic Tel

In Klytic Tel, recordings stay on the phone server dedicated to your organization. The right to listen to them is separate from the right to make calls: it is reserved for a few people designated by your organization. You also decide which lines or queues are recorded.

Updated October 20265 minHow-to Klytic Tel

What you get

Once your organization’s policy is set, Klytic Tel lets you:

  • record only the lines or queues that have a reason to be recorded, for example customer reception;
  • restrict listening to a small number of people, without granting it to every extension;
  • know where the recordings are and what exists elsewhere, such as voicemails received by email.

The policy itself, meaning why you record, whom you inform and how long you keep recordings, is up to your organization. It is explained in How long to keep call recordings. This page only describes how it is implemented in the service.

Where the recordings are

Each organization using Klytic Tel has its own phone server. Recordings are kept there, in the hosting zone chosen at subscription: the Klytic cloud, by default in Europe, in Mauritius or in another zone compliant with the applicable jurisdiction, or your own servers.

One organization’s recordings are never mixed with another’s. The path between phones or apps and the server is encrypted (SRTP and TLS).

The server is backed up every day by Klytic backups. These copies are used solely to restore the service after an incident; your users cannot browse them.

Who can listen

The principle is simple: being able to make calls does not grant the right to listen. An employee whose line is recorded does not, for that reason alone, have access to colleagues’ recordings.

The listening right is assigned to people designated by name by your organization, usually a department manager or the person in charge of quality or training. The number of authorized people must remain limited to what the chosen purpose requires.

Who does what:

  • Your organization decides who needs to listen, and for what purpose.
  • The designated administrator of your phone system, or Klytic at their request during setup or through support, grants or revokes this right.
  • Authorized people listen to the recordings within their scope.

Prepare the list of authorized people before setup. Klytic includes it in the phone system configuration.

Record only what has a reason

Recording is available from the Basic Line upward, but it is not meant to be enabled everywhere. The CNIL, France’s data protection authority, considers that permanent or systematic recording of all calls is not permitted, unless a specific legal text provides for it.

In practice, with Klytic:

  1. List the lines or queues that have a purpose: customer reception for quality, a sales line to prove an order where a legal text provides for it, a support queue for training.
  2. Leave the other extensions unrecorded, and provide unrecorded lines for personal calls and for employee representatives.
  3. Have the information announcement added at the start of calls on recorded lines. Klytic builds it into the voice greeting.
  4. Set the retention period according to your policy. Klytic Tel does not impose a legal period on you; the method is in the guide on retention periods.

If you use call transcription and summaries, included in the Business Line, these texts are also data derived from the call. Your policy must cover them.

Controlling access

The control available in all circumstances is the access review: regularly checking who holds the listening right, and revoking it from those who no longer need it. Do it at least once a year, and whenever someone changes roles or leaves.

If you need a detailed history of listening activity, ask support what your configuration records. This page does not promise a log showing, for each file, who listened to it and when.

When an authorized employee leaves, request the removal of their right at the same time as their extension is closed.

Voicemail received by email

Klytic Tel sends voicemails by email. That email contains a copy of the caller’s recording. It then no longer depends on the phone system’s permissions, but on those of the inbox: anyone with access to the mailbox, through delegation or because it is a shared mailbox, can listen to it. It also follows the email system’s backup and retention periods.

For a reception line, choose carefully which mailbox receives voicemails. How shared mailboxes work is described in Shared mailboxes, aliases and multiple companies.

Service limitations

  • For a recording deleted by mistake, contact support: telephony backups cover the last 30 days, and support will tell you what can be restored. This intervention is handled through a paid support ticket.
  • A call to an external number is encrypted only as far as the Klytic platform; beyond that, its protection depends on the carriers.
  • Informing employees and callers remains your organization’s responsibility.

Frequently asked questions

How long should a recording be kept?

It depends on your purpose. See How long to keep call recordings.

Can Klytic listen to our recordings?

Klytic technicians only intervene for the needs of the service, and their actions are logged. The framework is explained in What a phone platform knows about your company.

Can a deleted recording be recovered?

Contact support. Telephony backups, taken daily, cover the last 30 days. A recording deleted by mistake counts as a handling error: restoring it is handled through a paid support ticket. Only a deliberate deletion by an employee when leaving the company is included, up to 3 requests per month. The principle is described in Security & backup.

Are recordings a risk in the event of fraud?

They are if too many people can access them. See Securing IP telephony.

Set up call recording

Send us the list of lines to record and of authorized people: we will apply it to your phone system.

Contact support →

How long to keep recordings

Further reading

Understand · TelephonyHow long to keep call recordingsNo universal period: a purpose, informing the people concerned, a proportionate period. The CNIL benchmark, and why backup runs on a different clock.7 min readRead →Understand · TelephonyWhat a phone platform knows about your companyA call leaves traces even without recording: call history, directory, voicemail, logs, backups. Who holds them, and who can see the numbers.7 min readRead →Use · EmailShared mailboxes, aliases, domains and administratorsAliases, distribution lists, shared mailboxes with delegation and multiple domains in Klytic Mail: who creates what, and how to separate two companies.5 min readRead →

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